Company: Royal Mail Group
Location: Royal Leamington Spa
Posted: May 9th, 2026
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
At Royal Mail we deliver more.
We believe great things are possible and we make them happen. Royal Mail impacts people and businesses in more than 71 million ways, daily. The only company that delivers to every address in the UK, we bring people closer together, help independent businesses grow and make large corporations work better, connecting companies and customers worldwide. We’re driven to take people further; to empower our customers and colleagues to make their futures whatever they want.
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.
As a Lead Customer Operations Manager, you will 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 will be the point of contact for external stakeholders and hold the responsibility through delegation, coaching and support to ensure the COM completes tasks to time and quality, delivering the scorecard performance.
You will 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 will also have full accountability for your Delivery team. You will work through the morning and into the afternoon and ensure the smooth running of all deliveries. You will 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 will 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, and you will play a major part in the trust customers have in us.
We’re asking for a lot, but you will get a lot in return. First, there’s the 10% on‑target bonus, generous holiday allowance, flexible working options, a pension scheme and an excellent parental leave policy. You’ll also benefit from enhanced family‑friendly support, including enhanced maternity pay, paternity leave, adoption leave and shared parental leave. As part of our commitment to your wellbeing, you will receive supportive and generous company sick pay, and eligibility to employer‑funded dental insurance and a health assessment every two years. You will have access to your personalised benefits account through our MyBundle+ platform, where you can choose from more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer‑provided and voluntary benefits to suit your lifestyle.
Your wellbeing matters to us, which is why you and your family have 24/7 access to tools, services and advice supporting your physical, mental, financial and social health – completely free. And of course, there are all the exciting career opportunities that come with leading a team and shaping key decisions. All this comes with the great sense of pride you’ll feel from being part of one of the world’s most recognisable brands as we undergo a historic transformation from a letters business to a parcels business.
Are you looking for a job that delivers more? When you join Royal Mail, you join an organisation that achieves something extraordinary every day. You’ve been trusted by the nation for more than 500 years. You’ll be at the heart of your community, vital to your team, and part of an organisation that delivers for the nation.
This is a role packed full of influence, challenges and responsibility, so we need someone who is flexible and can excel under pressure. Customer‑focussed, team player, results driven, inspiring leader – you know how to get the best out of our people and deliver the best to our customers. You can empathise, motivate, coach, and collaborate, and will relish the opportunity to be part of our historic transformation from a letters business to a parcels business, whether that’s through reduced cost, innovative work practices or data‑driven ideas. We’re looking to you to bring your skills and experience to make brilliant things possible.
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.
For more information on Royal Mail Group and our values please visit https://www.internationaldistributionsservices.com/en/about-us/
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