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Customer Service Operations Supervisor
2 months ago
Job Reference Number
Customer Operations Manager
Salary: £43,677, Mid £48,045 (dependent on experience) plus potential 10% bonus and 25 days annual leave
Employment Type: Full-time, Permanent
ABOUT US
At Royal Mail, we believe in the power of connection. We impact millions of lives and businesses every day, being the only organization that delivers to every address across the UK. Our mission is to bring people closer together, support independent businesses, and enhance the operations of large corporations, ensuring seamless connections between companies and their customers globally. We are committed to empowering our customers and colleagues to shape their futures.
THE ROLE
As the leader of the Delivery team, you will have full accountability for operations, overseeing the process from morning through afternoon to ensure efficient delivery services. Your role will involve leading and motivating a team of frontline staff to deliver exceptional service at every doorstep. A successful leader fosters a positive and inclusive work environment, embodying our core values and inspiring others.
To achieve excellence in people management, resource allocation, and specialized project initiatives, you will collaborate with the Trade Union to continuously enhance performance standards, coaching your team to achieve operational excellence. Timely and accurate delivery is fundamental to our reputation, and you will play a pivotal role in maintaining the trust our customers place in us.
WHAT YOU'LL RECEIVE
We have high expectations, but in return, we offer a comprehensive benefits package. This includes a 10% performance-related bonus, generous holiday entitlement, flexible working arrangements, a pension scheme, and an outstanding parental leave policy. Additionally, you will have access to a variety of benefits through MyBundle, including the Cycle2work scheme and corporate discounts on retail, travel, and gym memberships. Leading a team also opens up exciting career advancement opportunities, and you will take pride in being part of a globally recognized brand undergoing significant transformation.
SHIFT PATTERNS
The role requires flexibility with working hours, typically Monday to Saturday, with rolling days based on operational needs.
ABOUT YOU
This position is filled with challenges and responsibilities, requiring a flexible individual who thrives under pressure. You should be customer-oriented, a collaborative team player, results-driven, and an inspiring leader capable of maximizing team potential while delivering outstanding customer service. Your ability to empathize, motivate, coach, and collaborate will be essential as we transition from a letters-focused business to a parcels-driven operation, utilizing innovative practices and data-driven insights.
NEXT STEPS
If you are interested in this opportunity, please submit your application online along with your CV. Successful candidates will be invited for a face-to-face assessment, which will include a capability-based interview and a management scenario exercise.
Upon successful application, you will receive comprehensive training to support your transition into this role. This will include a week of formal classroom training, which may require travel and overnight stays depending on the training location.
Royal Mail is proud of its diverse employee network groups and actively promotes a positive work environment. We are committed to inclusion and ensuring our workforce reflects the communities we serve.
Trust is at the core of our operations at Royal Mail. We aim to be transparent about the qualities we seek and build trust from the outset of your journey with us. We provide interview questions in advance to help you prepare and present your best examples.
We are supportive of candidates requiring adjustments during the application and hiring process. Please indicate any needs in your application.
We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors, and military spouses/partners.
Closing Date: Please note that this advert may close early if the appropriate number of applications is received.
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