Customer Operations Manager

Job reference number 284181

Customer Operations Manager - Oban Delivery Office

Salary starting at £40 000, 10% bonus potential, 25 days annual leave and pension

Full time

Permanent

Oban Delivery Office, Albany Street, PA34 4AA

For a full job description, please click on the following link: Job Descriptions

Role Overview & Purpose

COMs will deliver excellent customer service and performance through highly engaged teams. They will lead and manage a team of front-line colleagues to deliver efficient operational performance across a balance scorecard, while providing excellent service at the doorstep and achieving industry leading customer satisfaction. They will createe a positive working environment, motivating the team, role modelling expected behaviours and promoting inclusivity. They will do this by recruiting, retaining, training and driving engagement within front-line team. Every COM will have a direct relationship with the front-line.

The Customer Operations Manager role is designed with a common purpose and common core accountabilities. While versions of the role may exist (e.g. single units vs managers under one roof), there will be no hierarchy designed into the job. They will be drawing on support functions for people case management, production planning and revisions for complex, enabling and specialist work.

They will be leading the team and managing the operation in line with the required service specifications and within the set operational standards. Role models excellent leadership and coaching to delivery continuous scorecard improvement in an environment of partnership working with the trade union and the full delivery team. Total accountability for all aspects of the leadership and management of the unit, across both the Delivery & Collection operation

Key accountabilities

• Performance delivery: Responsible for achievement of safety, customer, productivity, people targets and goals and coaching the team to deliver these
• Operations & performance delivery: Move all mail products to time and quality standards meeting service obligations day in day out, ensuring that product specifications are met and understood by team
• Operations & safety: Responsible for compliance to business process to ensure that activities are in line with relevant guidelines, leading to the smooth running of the Customer Operations team
• Budgeting / finance: Accountable for budget control and the achievement of the COM budget, having plans in place to continuously improve performance to hit and over achieve targets
• Asset Management: Responsible for Asset Management within the COM group, Fleet, infrastructure, equipment (PDAs, trolleys), facilities and buildings and that they are maintained to enable the operation to run smoothly
• Trade union interface: Cultivates local union relationship, being inclusive and collaborative in order to have a positive relationship supporting a highly engaged team environment
• Change & continuous improvement: Responsible for continuous improvement of processes and ways of working within their team through the effective management of the WPC and involvement of the team and sharing good practice with colleagues and the wider organisation
• Change management: Responsible for projects and change and leading that through and input to new products and services
• Customer: Responsible for customer growth and partnering. This entails building relationships with key customers, including cultivating proactive relationship with customers in the area and safeguarding customer experience through proactive management of quality, prompt redress and root cause analysis of customer complaints
• Resourcing (supply): Accountable for effective resource management which aligns resource to demand/ traffic forecasting, with inputs and support from Forecasting and Production team, where supply and demand are managed daily and seasonally to optimise efficiency. Ensure consultation takes place on resource requirements with CWU at weekly resource meeting
• Team Management: Responsible for resourcing the Customer Operations team, with authority of the full employee lifecycle including final recruitment decision, retaining and training team members to ensure that they are performing up to standard. COMs will also have access to the reward and recognition process
• Team Management: Having a working knowledge of people processes and dealing with any people related matters in an approachable, fair and consistent way – managing short term absence, attendance warnings and first phase conduct, then working closely with the case management team to resolve and progress complex cases to get the best outcome for both parties
• Community/ peer engagement: Responsible for coaching and driving individual and team performance management within the team and across a peer community (supporting other COMs) based upon clearly defined core standards, using coaching toolkits and broadened capability
• Community/ peer engagement: Continual focus on team communications, building and connecting the team through channels like FB workplace, People App and effective use of WTLL, huddles and one to one interface and cultivate a culture of continuous performance feedback (yesterday’s performance, complaints, good feedback from clients) with targets for improvement and ensure team fully understand the Business strategy and unit fit. This would include celebrating colleague achievements and working with the WPCs or directly to coach team members after they have made an error
• Innovation and improvement: Lead through technology to make informed, action-oriented decisions, including maximising the use of the Delivery Cockpit, Forms app and PDA apps aimed at systemizing processes
• Self development: Making time to work with peers and an Operations Performance Leader to improve and develop own personal effectiveness to be able to become an effective leader
• Unit / building: COM accountability for building, safety and asset management will be expected either as single or shared accountability (in larger units where multiple COMs sit under one roof).
• Cover: Work effectively under new cover management arrangements to support and cover colleagues against an agreed process/ framework.
• Revisions: Review duties for Revisions annually and liaise with the Revisions support team on annual revision cycle activity

Capabilities

• Deep understanding of the E2E process including processing, collection and network operations. Good understanding of performance metrics, including methods to improve performance
• Budget and financial management and reporting
• PC literate (Microsoft applications, QlikView applications)
• Knowledge of Key Delivery Systems (such as Delivery Hub, PSP IWT, Production Planning, DDS, RCS) and how these are used to support achievement of KPIs. Ability to coach others in the use of these systems.
• Experience working in a logistics, delivery or collection environment or similar.
• Interpret Operational planning and Resource to Workload Planning and plan for recruitment of team
• Strong data analysis skills and ability to convert data insight into rapid action
• Implementation of improvement and efficiency thinking and measures
• Embed a culture of Operational and Process compliance
• Deep understanding of the E2E process including processing, collection and network operations. Good understanding of performance metrics, including methods to improve performance
• Budget and financial management and reporting
• PC literate (Microsoft applications, QlikView applications)
• Knowledge of Key Delivery Systems (such as Delivery Hub, PSP IWT, Production Planning, DDS, RCS) and how these are used to support achievement of KPIs. Ability to coach others in the use of these systems.
• Experience working in a logistics, delivery or collection environment or similar.
• Interpret Operational planning and Resource to Workload Planning and plan for recruitment of team
• Strong data analysis skills and ability to convert data insight into rapid action
• Implementation of improvement and efficiency thinking and measures
• Embed a culture of Operational and Process compliance
• Able to operate with greater autonomy and new delegated authority
• Approachable and empathetic leader that can cultivate a high performing and engaging culture, increasing trust scores to more than 80% and rewarding and recognising team members where appropriate
• Leadership and engagement capability with a strong focus on coaching, aided by leadership toolkit to enable end-to-end leadership lifecycle
• Adaptable, with leadership skills to drive change within the rest of the team
• Evidence of successful implementation of change initiatives
• Capability to influence and engage with stakeholders at all levels
• Strong teamwork and peer collaboration skills
• Integrate and able to form relationships by engaging with support teams and wider collaboration
• Able to escalate and get help from HR support, with knowledge and experience of HR policies and processes
• Sound communication and coaching ability with individuals and teams. Communication skills including active listening skills to be able to build rapport with team, providing constructive feedback with practical steps to improve performance and using digital communications channel
• Able to identify and analyse a problem, determine its cause and implement a solution or develop alternate solutions quickly and efficiently
• Management of union relationships and negotiating solutions
• Experience of managing large numbers of people in a unionised environment
• Very strong Planning and organisation skills
• Effective and efficient time management
• PIC trained
• First Aid trained or Appointed Person Trained (useful)
• Customer Operations Manager to have c.35 walks, and the zone / geographical areas will be set within which the community will form

Key Dimensions

• 5 key performance indicators:
• Safety – all-accident frequency rate (injury rate)
• Customer & growth – Track attributable loss
• Customer & growth – RFID
• Productivity – weighted items per gross hour
• People – annual trust survey, reducing absence days
• 360-degree feedback on behaviour and deployment of effective leadership style
• Longer term – ownership of Net Promoter Score for key customers within the area

Shift Patterns

Monday to Saturday, rotating day off, 41 hours per week.

About Us

At Royal Mail we connect companies, customers and communities across the country, delivering a ‘one-price-goes-anywhere’, universal postal service to more than 30 million addresses. As one of the UK’s leading companies, we are focused on being recognised as the best delivery company in the UK and across Europe.

We are an inclusive employer with equality, diversity and fairness at the heart of our values. We welcome applications from individuals from all different backgrounds and are committed to promoting fair participation and equality of opportunity for all of our job applicants.

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

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