Customer Operations Manager

Job reference number 339122

Customer Operations Manager

Salary starting from £45,888 plus potential 10% bonus, 25 days annual leave and generous pension

Full time Permanent

Northampton Crow Lane DO, Crow Lane Industrial Estate, Northampton, NN3 9UB

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. We’re driven to take people further; to empower our customers and colleagues to make their futures whatever they want.

The Role

Full accountability for the Delivery team, you’ll work through the morning and into the afternoon and ensure the smooth running for 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 also partner with Trade Union to keep raising the bar as you coach your team to drive performance improvement. Delivering every item accurately and on time is crucial to who we are, you will play a major part in the trust customers have in us.

Shift Pattern

5 days between Monday to Saturday, 06:30 - 14:42, with a rolling day off. Flexibility will be required to meet the needs of the unit.

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 options, a pension scheme and an excellent parental leave policy. You’ll also benefit from enhanced family friendly support, including enhanced maternity pay, paternity leave, adoption leave and shared parental leave. As part of our commitment to your wellbeing, you’ll receive supportive and generous company sick pay, and eligibility to a level of employer funded dental insurance and a health assessment every two years. You’ll have access to your personalised benefits account through our MyBundle+ platform, where you can choose from more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.

Your wellbeing matters to us, which is why you and your family have 24/7 access to tools, services and advice supporting your physical, mental, financial and social health—completely free. And of course, there are all the exciting career opportunities that come with leading a team and shaping key decisions. All this comes with the great sense of pride you’ll feel from being part of one of the world’s most recognisable brands as we undergo a historic transformation from a letters business to a parcels business.

About You

This is a role packed full of influence, challenges and responsibility, so we need someone who is flexible and can excel under pressure. Customer focussed, 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, whether that’s through reduced cost, innovative work practices or data driven ideas. We’re looking to you to bring your skills and experience to make brilliant things possible.

Next Steps

Ready to apply? Then complete your application online and submit your CV. If successful, you’ll be invited to a face-to-face assessment where you’ll have the chance to showcase your abilities and passion. You’ll also take part in a capability-based interview and a short management scenario exercise – more details will be provided on the day.

If you are successful in your application, you be provided with the necessary training to support you in your new role. As part of your induction journey, you will be required to attend a week of formal classroom training. You will be required to travel and, dependant on location of the training, you may need to stay overnight. This training will be during the second or third week of you being appointed to role.

Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.

Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.

We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.

For more information on Royal Mail Group and our values please click here:

Closing Date: Sunday 12th July 2026 . Please note, this advert may close early if the appropriate number of applications has been reached.

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