Lead Customer Operations Manager, Tonbridge

Lead Customer Operations Manager, Tonbridge

Client: Royal Mail Group

Location: Tonbridge, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 96cf0b188b2c

Job Views: 6

Posted: 22.02.2025

Expiry Date: 08.04.2025

Job Description:

Job reference number 322720
Lead Customer Operations Manager

Starting salary £44,551 per annum plus £6,120 Lead COM allowance, potential 10% bonus, 25 days annual leave plus bank holidays and generous pension.
Full time, Permanent
Tonbridge Delivery Office, Vale Rise, Tonbridge, TN9 1AA

ABOUT US
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.

THE ROLE

As a Lead Customer Operations Manager, you’ll be responsible for leading and developing a team of 6 Customer Operations Managers (COM), who in turn manage 250 frontline staff, to take ownership and accountability to deliver results across a balanced scorecard while deploying significant transformational changes.

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, working through the morning and into the afternoon to 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 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, and you will play a major part in the trust customers have in us.

SHIFT PATTERN: 41 hours per week, 5 days over Monday to Saturday, between 7am and 3:30pm.

ABOUT YOU
Are you looking for a job that delivers more? When you join Royal Mail, you join an organisation that achieves something extraordinary every day. We’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 role is packed full of influence, challenges, and responsibility, so we need someone who is flexible and can excel under pressure. Customer-focused, 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.

WHAT YOU’LL GET
We’re asking for a lot, but you’ll get a lot in return. First, there’s the 10% on-target bonus, generous holiday allowance, flexible working, pension scheme, and an excellent parental leave policy. Then there are all the excellent benefits that come with your role, such as 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 and corporate discounts including retail vouchers, travel & attraction discounts, gym membership, and more.

Closing Date: Monday 3rd March. Please note, this advert may close early if the appropriate number of applications has been reached.

Royal Mail 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 are passionate about our people representing the communities we serve. We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean ‘your’ interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place.

We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex-Armed Forces personnel, reservists, veterans, cadet instructors, and military spouses/partners.