Specialist Customer Services Manager (Import Customers)
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Job reference 321215
Specialist Customer Services Manager (Import Customers)
From £39,777, 10% annual bonus potential, 25 days annual leave plus bank holidays rising with serve and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Working from either our Midlands, Princess Royal or South West Parcel Hubs
Royal Mail is looking to appoint a Specialist Customer Services Manager to support our customers. This is a key role within the National Parcel Hub. Performance and Commercial Interface Team to act as the link between Operation and High Volume Customers.
The role provides both pro-active and re-active contact to key external posting customers. They act as the 'voice of the customer' by ensuring key business customers have their mailing needs met and any operational challenges are addressed quickly and effectively.
About the role
You will be critical in bringing together many different function within the business to provide excellent customer service, retain existing customers and securing further revenue opportunities for the business.
You will:
• Provide the primary link to and manage the day-to-day issues between Super Hubs/Parcel Hubs, supporting key customers
• Provide early life support to Track High Volume Customers and identify opportunities for process optimisation and improvements.
• Lead your team ensuring completion goals along with the performance management process. Managing the out of hours contact arrangements.
• Deliver improvement activities for business customers following 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.
About You
To be successful in this role you should have:
• Experience of process improvement to drive positive customer experience.
• A proven track record of designing and implementing business processes.
• In-depth understanding of the mail pipeline, particularly with a focus on access.
• 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 RM operations concerning operational specifications.
• Experience collaborating with senior stakeholders within and external to Royal Mail.
Extra Benefits
• RMG Share Schemes - partnership and matching share offer
• Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
• Discounts and offers - there are more than 800 offers to help you save on things like groceries, days out, holidays and your household bills*.
• Supportive and generous company sick pay
• Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It's free, and it's for everyone.
*Available only to perm employees
Next Steps
The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions. We plan to hold interviews on w/c 20th January.
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. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.
We don't expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we'd love to learn more about you.
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: 15th January. Please note, this advert may close early if the appropriate number of applications has been reached.
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