Specialist Customer Operational Manager
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Job reference number 334770
Specialist Customer Operational Manager
Salary starting at £40,970 - £44,355 10% bonus potential, 25 days annual leave and pension
Full time
Permanent
North West Super Hub, Warrington, WA5 3UY
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.
Withing the National Processing function this is a key role within for the Commercial Interface and Planning Team, acting as the link between Operations and high-volume customers. You will work cross-functionally to deliver excellent customer service, support customer retention, and identify revenue opportunities, while acting as the voice of the customer to ensure mailing needs are met and operational issues are resolved quickly.
Shift Pattern
41h a week attending between the hours of 8:00 - 18:00, with responsibilities for employees working till 22:00. Usually Mon - Fri attendance but some flexibility required
Key accountabilities
• This role is accountable for providing the primary link and managing day-to-day issues between Royal Mail and the following interfaces: high volume positing customers, high volume returns customers, bulk mail customers, Commercial department, Sales department, Linehaul Planning, Linehaul Operational Teams, and Special Events Planning Team.
• Provide early life support to High Volume Customers with regard to Integration with Royal Mail. Ensure that customer requests and any queries forwarded from Sales, International, Mail Centres, or Customer Services are handled appropriately to the highest standards.
• Regularly engage with key forecasting stakeholders to build trust, support and adoption of forecasts and provide insight to forecasts through regular reporting.
• Use Operational performance system (SQCDPE) in conjunction with internal teams to highlight top impacting issues and to improve performance.
• Lead your team ensuring completion of set goals along with the performance management process.
• Comply with the business standards for recording all business customer activities: enable day-to-day service interface with Customer Service to be maintained and customer needs to be actioned. Managing the out of hours contact arrangements.
• Build effective relationships and ways of working with the Mailing House; to deliver excellent 'After Sales Service and Standards' for our large and new business bulk customers (mailsort).
• Deliver improvement activities for business customers following Operational performance system (SQCDPE methodology), including fixing general and specific service and product issues and complaints.
• Ensure that operational processes are in place for the delivery of bespoke product and mailing solutions. Ensure effective utilisation of collection resources and maximise possible fil for each collection to reduce our carbon footprint and cost.
• Promote new products and services within the network and ensure that they are geared up to provide "right first time" any new service requirements for High Volume customers.
• Contribute a key role in planning and forecasting for Bank Holidays and Special Events, such us Valentines, Mother's Day, Father's Day, Prime Week, Network Reviews. Lead on forecasting and planning activity with High Volume Customers for Peak period.
Key Dimensions
• Manages multiple requests across different products/streams.
• Impact on Stakeholder units and functions including: Linehaul & National Processing Operational Team, Production Control, Central Quality & Service Integrity Team, Revenue Protection Teams, Central Postal Control (CPC), National & Local Container Control Teams, Sales and Account/Contract Managers.
Key Skills:
• Well-developed influencing skills, able to build productive relationships with stakeholders at all levels including operational teams and customers with a style that is self-assured and confident.
• Able to lead and motivate a team across the sites (remote working).
• Ability to collaborate as part of a team to create business change.
• Able to assimilate complex information, challenge the status quo, and be adaptable when appropriate.
• Positive, outgoing manner with strong commercial awareness.
• Well-developed written and verbal communications skills, including presentation forums.
• Resilient, assured, and authentic with a high level of integrity.
• Strong knowledge and understanding of Microsoft Office applications.
Experience:
• Experience of process improvement to drive positive customer experience.
• Experience of working within a virtual team environment.
• Proficiency in using matrix management to drive operational change and enhancements.
• Experience in managing changes to processes or products provided by third-party entities.
• Familiarity with liaising with various stakeholders concerning operational specifications.
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 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.
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.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 8th February 2026. Please note, this advert may close early if the appropriate number of applications has been reached.
Job Enquiries: SYLWIA.M.HOMONCIK@ROYALMAIL.COM
Recruitment Enquiries: PRECIOUS.C.DUBE@ROYALMAIL.COM
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