Collection Hub Manager -Darlington Delivery Office-ML400

Date: 14-Sep-2021

Location: Darlington, GB, DL1 1AA

Company: Royal Mail Group

Job reference number 213181


Collection Hub Manager -Darlington Delivery Office-ML400


Salary starting at Min  £30,796 10% bonus potential, 25days annual leave and pension


Full time





What does the role involve


Total accountability for the management of a Collection Office.  To lead the team to Collect,, prepare and process 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.


Key accountabilities 


     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.
•    Focuses on team communications and involvement through the effective use of WTLL, daily huddles and one to one interfaces – to ensure their team fully understands the business strategy and the role of their unit.
•    Accountable for compliance to operational standards and SOPs for safety, quality, fleet 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 over achieve targets.
•    Responsible for safeguarding customer relationships through the proactive management of quality, prompt redress of customer complaints and the customer centric management of the service point/enquiry office.
•    Direct responsibility for ensuring pipeline performance is achieved through strong interfaces with distribution and the Mail Centre.
•    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 to grow the relationship in the unit, with a focus on weekly resource meetings and regular safety interfaces.
•    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. 
•    Manage all unit assets including fleet, equipment, PDAs,  facilities and buildings,  ensuring business, safety and legal compliance. Hold the Operator license for the site where necessary.
•    Develop, coach and up skill line Managers to develop in their roles and increase their effectiveness.


Key dimensions (eg. Budget responsibility, staff numbers, key areas of expenditure or impact)    Direct accountability for full Collection Office targets including budget and management of frontline OPGs within the unit


Leadership Focus:


Ensures the basics are right, takes a 'one company' approach, creates positive energy, implements strategy, takes account of relevant issues.  Uses platforms to recognise superstars, appeals to both the heart and the brain when communicating.

People Focus:


Understands the value of diversity & inclusion, uses delegation, coaching, empowerment and feedback, identifies and developing talent, collaborates, takes time to know and understand others needs and perspectives, ensures a supportive environment where achievements are recognised.

Resilience Focus:


Is approachable, provides re-assurance to others, agile in adapting to new challenges, communicates regularly and informally, deals with ambiguity, is positive and realistic even under pressure.

Achievement Focus:


Ensures 'best day every day' by implementing standards of excellence, asks questions of others, shares learning, provides guidance.  Builds confident teams using a coaching style and ensures others are held accountable.  Uses resources to ensure delivery.  Keeps promises.  Is trusted by teams and colleagues.


Shift patterns: 

Monday to Friday 11:18 / 19:30


Application process

If you are interested in applying, please complete your application online and submit your current CV. 



Your face to face assessment is designed to enable you to showcase your suitability for management positions within Royal Mail. You will take part in a capability-based interview and a short management scenario exercise more details of which will be provided on the day.




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.

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


Closing Date: 21st September 21 Please note, this advert may close early if the appropriate number of applications has been reached.
Interviews expected: Week Commencing 27th September 




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