Job reference number 339514
Lead Customer Operations Manager
Salary starting from £45,888 plus potential 10% bonus, 25 days annual leave and generous pension
Full time Permanent
Bury St Edmunds DO, Bury St Edmunds, IP32 7YY
Shift Pattern
5 days between Monday to Saturday, 07:00 – 15:12, with a rolling day off. Flexibility will be required to meet the needs of the unit.
Role
As Lead Customer Operations Manager, you’ll be responsible for leading and developing a team of Customer Operations Managers (COMs) to take ownership and accountability to deliver results across a balanced 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 all COMs complete tasks to time and quality, delivering the scorecard performance.
You’ll produce the weekly resourcing plan and ensure all COMs deliver towards this.
Leading on safety will be key, ensuring each COM completes their safety tasks and the unit’s specific PIC tasks are accomplished, alongside confirming each COM is managing their fleet, and the unit hits overall targets.
Furthermore, you’ll 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.
Benefits
10% on‑target bonus, generous holiday allowance, pension scheme, flexible working and an excellent parental leave policy.
Free health and wellbeing support for you and your family through Help@Hand service and a private medical assessment. MyBundle provides benefits such as the Cycle2work scheme and corporate discounts including retail vouchers, travel & attraction discounts, gym membership and more.
Career opportunities with one of the UK’s largest employers and the chance to lead a team and drive key decisions during a historic transformation.
Qualifications
Customer focused, team player, results driven, inspiring leader who excels under pressure.
Ability to empathise, motivate, coach and collaborate.
Experience in leading teams, managing delivery operations and driving performance improvement.
Ability to manage safety, fleet and resourcing plan.
Experience working with Trade Union partners is desirable.
EEO Statement
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals, including the Armed Forces community.
Closing Date: Monday 6th July 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
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