Lead Customer Operations Manager
Salary starting from £45,888 plus £175.10/m allowance, potential 10% bonus, 25 days annual leave and generous pension.
Full time Permanent.
Leamington Spa DO, Leamington Spa, CV31 1AA.
Shift Pattern
5 days between Monday to Saturday, 06:30 – 14:42, with a rolling day off. Flexibility will be required to meet the needs of the unit.
The Role
As a Lead Customer Operations Manager, you’ll be responsible for leading and developing a Customer Operations Manager (COM) to take ownership and accountability to deliver results across a balance scorecard, whilst at the same time deploying significant transformational change.
You’ll be the point of contact for external stakeholders and hold the responsibility through delegation, coaching and support to ensure the COM complete tasks to time and quality, delivering the scorecard performance.
You’ll produce the weekly resourcing plan and ensure the COM delivers towards this. Leading on safety will be key, ensuring the COM completes their safety tasks and the unit’s specific PIC tasks are accomplished, alongside confirming the COM is managing the fleet and the unit hits overall targets.
Furthermore, you’ll also have full accountability for your Delivery team. You’ll work through the morning and into the afternoon and ensure the smooth running of all deliveries. You’ll lead and inspire a team of front-line colleagues to work efficiently and provide excellent service at the doorstep. Being a great leader means creating a positive and engaging work environment, promoting inclusivity, and being a role model by living our values.
To ensure we reach our best with people management, resource planning and specialist project activity, you’ll also partner with Trade Union, taking the lead for the unit, to keep raising the bar as you coach your team to drive performance improvement. Delivering every item accurately and on time is crucial to who we are, you will play a major part in the trust customers have in us.
What You’ll Get
- 10% on target bonus.
- Generous holiday allowance.
- Flexible working options.
- Pension scheme.
- Excellent parental leave policy with enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
- Supportive and generous company sick pay.
- Eligibility to a level of employer funded dental insurance.
- Health assessment every two years.
- Personalised benefits account through MyBundle+ platform with more than 800 retail offers.
About You
Flexible and can excel under pressure. Customer focussed, team player, results driven, inspiring leader. Able to empathise, motivate, coach, and collaborate. Experience in reducing cost, innovative work practices or data-driven ideas. Delivering accurately and on time.
Inclusion
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
Job reference number: 338161.
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