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Job reference number 279721

Customer Operations Support Manager-Lockerbie Delivery Office

Salary starting at £32 000, 10% bonus potential, 25 days annual leave and pension

Full time

Permanent

Lockerbie DO LOCKERBIE DG11 2BX

Role Overview & Purpose

The Customer Operations Support Manager (COSM) will ensure the high standards of customer service and performance continue to be achieved when the COM is absent. They will create a positive working environment, motivating the team, role modelling expected behaviours and promoting inclusivity. They will support and manage a team of front-line colleagues to deliver efficient operational performance across a balanced scorecard, while providing excellent service at the doorstep and achieving industry leading customer satisfaction. They will do this by agreeing a clear role handover with the COM, following all plans set in place by the COM and completing all of the defined tasks for the role. They will be leading the team and managing the operation in line with the required service specifications and within the set operational standards for the full period of cover and provide a suitable handover for the returning COM. Like the COM they will role model excellent leadership and coaching behaviours to deliver continuous scorecard improvement in an environment of partnership working with the trade union and the full delivery team.

A stepping stone roll to the Customer Operations Role, the Customer Operations Support Manager will undergo training and development – The Operational Manager development programme will equip them with immediate leadership and role specific skills whilst providing longer term development to grow a career with Royal Mail.

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

Key accountabilities:

• During the periods of leave cover responsible for;
• Performance delivery: Responsible for implementing the COM’s safety, customer, productivity & people plans, coaching the team to deliver these targets during the periods of cover.
• 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 team
• Budgeting / finance: achieves budgetary targets set by the COM during handover
• Asset Management: Deals with any equipment / asset repairs and requirements
• Trade union interface: Works with local union representatives, being inclusive and collaborative in order to have a positive relationship supporting a highly engaged team environment
• Change & continuous improvement: Knows who the WPCs are wit in the COM team and is able to ensure release and focus on coaching requirements
• Change management: Follows agreed plans if new products and services are deployed whilst covering
• Customer: Safeguards the customer experience through proactive management of quality, prompt redress and root cause analysis of customer complaints
• Resourcing: Accountable or effective management of the resource plan which aligns to resource demand / traffic forecast. Review weekly / daily resource plan created by the COM, amending where necessary to account for any changes to forecast workload or resource supply. Ensure consultation takes place on resource requirements with CWU at weekly resource meeting
• 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 during the period of cover and providing handover to the COM and liaising where necessary with the case management team to resolve and progress complex cases
• Community/ peer engagement: Responsible for coaching and driving individual and team performance management within the team 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. 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: Use recognized systems and 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 a Line Manager to improve and develop own personal effectiveness to be able to become an effective leader
• Undertaking virtual and classroom-based development interventions with practical workplace applications to achieve the requirements of the Operational Development Programme (where appropriate)

Capabilities

• Understands 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
• Organisational abilities – able to manage work and study commitments
• PC literate (Microsoft applications, QlikView applications)
• Knowledge of Key Delivery Systems (such as Delivery cockpit, 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
• Strong data analysis skills and ability to convert data insight into rapid action
• Embed a culture of Operational and Process compliance 15 Draft & Subject to Consultation Draft JD: Customer Operations Support Manager (2 of 3) Classified: RMG – Internal Draft – subject to consultation Capabilities (continued)
• 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
• 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 channels
• Able to identify and analyse a problem, determine its cause and implement a solution or develop alternate solutions quickly and efficiently
• Experience of managing large numbers of people in a unionised environment
• Very strong Planning and organisation skills
• Effective and efficient time management
• Safety trained
• First Aid trained or Appointed Person Trained (useful)

Shift Pattern:

Working 5 days across 7, with 2 days off (Normally Sunday, but could not be guaranteed), generally starting between 05:00 am and 06:00 am.

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: 4th April Please note, this advert may close early if the appropriate number of applications has been reached.
Interviews expected:April

#LI-POST #RMG