Lead Customer Operations Manager

7 days ago

Worthing, West Sussex, United Kingdom Royal Mail Group Full time
About the Role

We are seeking a highly skilled and experienced Lead Customer Operations Manager to join our team at Royal Mail Group. As a key member of our leadership team, you will be responsible for leading and developing a team of Customer Operations Managers to deliver exceptional customer service and drive business results.

Key Responsibilities
  • Lead and develop a team of Customer Operations Managers to achieve business objectives and deliver exceptional customer service.
  • Develop and implement strategies to improve customer satisfaction, loyalty, and retention.
  • Collaborate with cross-functional teams to drive business results and improve operational efficiency.
  • Provide coaching, guidance, and support to team members to ensure they have the skills and knowledge needed to succeed.
  • Monitor and analyze key performance indicators to identify areas for improvement and develop strategies to address them.
Requirements

To be successful in this role, you will need:

  • Proven leadership experience in a customer-facing role, with a track record of delivering exceptional customer service and driving business results.
  • Strong communication and interpersonal skills, with the ability to build and maintain relationships with stakeholders at all levels.
  • Ability to analyze complex data and develop strategies to improve customer satisfaction and loyalty.
  • Experience with process improvement and change management, with the ability to drive cultural change and embed new ways of working.
  • Strong coaching and development skills, with the ability to develop and motivate a high-performing team.
What We Offer

We offer a competitive salary and benefits package, including:

  • A 10% on-target bonus.
  • A generous holiday allowance.
  • Flexible working arrangements.
  • A pension scheme.
  • Access to our employee network groups and diversity and inclusion initiatives.
About Royal Mail Group

Royal Mail Group is a leading provider of postal and parcel services, with a proud history of delivering exceptional customer service and driving business results. We are committed to creating a positive and inclusive work environment, where our employees can thrive and reach their full potential.

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