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Customer Operations Leadership Role

2 months ago

Chester, Cheshire, United Kingdom Royal Mail Group Full time
About Royal Mail Group

We are a leading delivery company in the UK, trusted by the nation for over 500 years. Our mission is to deliver more than just letters and parcels, but also to empower our customers and colleagues to achieve their goals.

As a Lead Customer Operations Manager at Royal Mail Group, you will be responsible for leading a team of Customer Operations Managers to deliver results across a balanced scorecard. You will be the point of contact for external stakeholders and ensure that all team members complete tasks to time and quality, delivering excellent customer service.

Job Summary

This is a leadership role that requires someone who can excel under pressure, inspire a team, and deliver results. As a Lead Customer Operations Manager, you will have full accountability for your Delivery team and will work closely with Trade Union representatives to drive performance improvement.

Key Responsibilities
  • Lead and develop a team of Customer Operations Managers to deliver results across a balanced scorecard
  • Be the point of contact for external stakeholders and ensure that all team members complete tasks to time and quality
  • Work closely with Trade Union representatives to drive performance improvement
  • Have full accountability for your Delivery team
What We Offer

We offer a competitive salary of £45,000 - £50,000 per annum, plus a 10% on-target bonus, generous holiday allowance, flexible working, pension scheme, and an excellent parental leave policy. You will also receive free health and wellbeing support for you and your family through our Help@Hand service and a private medical assessment. MyBundle provides benefits such as the Cycle2work scheme, corporate discounts including retail vouchers, travel & attraction discounts, gym membership, and more.

We are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

Requirements

To be successful in this role, you will need to be a customer-focused, team-player, results-driven, inspiring leader with excellent communication and interpersonal skills. You will also need to be able to empathise, motivate, coach, and collaborate with your team to deliver exceptional results.