National Returns Centre Team Manager

Job Purpose:
Total accountability for the management of the National Returns Centre. To lead the team to sort, prepare and deliver all mail to the required specifications and within the set operational standards to achieve excellent customer service and maximise performance against the full range of scorecard measures.

About the role:

• Accountable for achievement of safety/people, customer, efficiency, and financial Key Performance Indicators (KPIs).
• Lead, support, and coach the full team to maximise their performance in the interests of KPI improvement and excellent customer service.
• Accountable for compliance to operational standards and SOPs for safety, quality, and people, using data and analysis to drive continuous improvement in these areas.
• Accountable for the efficient management of the office budget, having plans in place to continuously improve performance to hit and overachieve targets.
• Responsible for safeguarding customer relationships through the proactive management of quality, prompt redress of customer complaints and the customer centric management of enquiries of items and the wider processing pipeline.
• Accountable for effective resource management. Holds a manpower plan that aligns to traffic forecasting, where supply and demand are managed seasonally to optimise efficiency. Actively works in partnership with the CWU Trade Union and within the structure of national agreements.
• Responsible for coaching and driving individual and team performance within the unit based upon clearly defined core standards and responsibilities, ensuring all tasks are completed at the correct level.
• Financial forecasting alongside internal and external stakeholders, including credit control of external stakeholders and short- and long-term sales planning to maximise revenue.
• Proven ability to deliver year on year improvement across a diverse range of goals.

About you:

• Building relationships - Developing and leveraging relationships with their team, unions, and other colleagues, to achieve business results.
• Coaching for high performance - Engaging individuals in developing and committing to an action plan that targets specific behaviours, skills, or knowledge.
• Customer focus - Place the customer at the heart of everyday activity; working across the business to provide excellent customer service.
• Delivering results - Ensures consistent contribution to Royal Mail Group strategic goals by focusing the performance of others on the most important priorities, measuring progress, and ensuring accountability against key metrics.
• Know the business - Use own understanding of basic business operations and Royal Mail Group, to achieve business objectives and ensure growth. Using knowledge of trends to understand and improve individual, team, and/or Royal Mail Group’s results.
• Health, safety & wellbeing leadership - Actively protect the safety, health and wellbeing of themselves and others, ensuring compliance with safety and health legislation and Royal Mail Group’s safety and health standards.
• Make sense of data - Collect, analyse, audit, and interpret information needed to manage business unit performance.
• Lead continuous improvement - Creating an environment that inspires people to think logically using data and facts, generating solutions to improve existing conditions and processes, and driving solution implementation.
• People management essentials - Follows Royal Mail Group’s processes for people management with logic and sensitivity; manages and closes skills gaps.
• Compliance - You work to ensure full compliance to the local work plan, a rigorous set of internal compliance standards and achievement of key targets.