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Summary

Salary: £37,882

Grade: 2A , Level 2 Branch Manager

Hours: 35 per week

Contract Details: Permanent

Location: Islington Branch

Reporting to: Business Development Manager

Division: Retail

Closing Date: 30th March 2023

At Post Office, we aspire to be at the very heart of customers’ choice by becoming the most trusted provider of essential services to every person in the land.

With a stable network, investment, modernisation and a drive to improve convenience and service for the customer, the Post Office is moving forward.

This is a key leadership role within the Branch, accountable for all aspects of the customer experience and the sales performance within the branch, measured via a balanced scorecard. The primary purpose of this role is to drive customer service standards and the sales performance within the branch by providing leadership to the counter colleagues and fully utilising the skills and abilities of the specialist roles within the branch including, where appropriate, the Assistant Branch Manager, Travel Product Sales Specialist and the Express Mails Specialist.

The Branch Manager is accountable for overseeing the branch operation, ensuring all staff demonstrate consistently good customer service standards and that the correct staff and skills mix are in place at all times to service customer demand; this includes critical customer points such as the Meeter Greeter and dedicated positions.

The role is accountable for ensuring the whole team delivers to the high customer and people standards set for branches by managing performance effectively, making full use of the relevant Post Office Ltd® policies and agreements.

We offer an excellent salary and benefits package which includes an opportunity to join our pension plan, 10% on target bonus potential with additional stretch bonus potential and a generous holiday entitlement starting from 25 days per annum.

The Purpose of the Role

They will provide active support to the whole Directly Managed team, supporting the business objective to deliver an excellent customer experience and business unit profitability. Expected activities would include building relationships within the local business community and understanding the competitive market in which the branch operates.

The Branch Manager is expected to be a role model for exemplary leadership behaviours using coaching and mentoring techniques and is passionate about self-development and embraces the learning options available.

Within the overall purpose of the role, the Branch Manager must ensure Health and Safety and legislative processes are fully deployed within the branch, e.g. T&D Framework, Weights & Measures etc.

Principal Accountabilities

SALES & SERVICE DEPLOYMENT

• Building a sales and customer focused culture within the branch by personally deploying sales and customer coaching to the whole Directly Managed team as required.
• Demonstrating highly visible branch leadership by constantly ensuring the branch is presented professionally at all times and is working at its optimum strength to give good customer service
• Accountable for the delivery of Branch Balanced Scorecard and for formulating detailed plans to discuss with the Business Development Manager.
• Actively engage with the whole team to ensure colleagues have input into the Directly Managed performance plans and understand the importance of their part in achieving the Branch Scorecard targets.
• Proactively identify areas of sales and customer standards weaknesses and work collaboratively with the team and Branch Manager colleagues to identify specific improvement to close any gaps.

INDIVIDUAL PERFORMANCE MANAGEMENT & DEVELOPMENT

• Responsible for the effective deployment of Post Office Ltd® performance management within the branch, including conducting monthly 1-1’s and quarterly / annual PDRs with Assistant Branch Managers as appropriate and ensuring that clear performance objectives are set and agreed.
• Responsible for managing all conduct and underperformance issues in a timely manner following the appropriate procedures.
• Responsible for preparing and running branch sales and WTLL (TeamTalk) meetings and all other team / management meetings as required.
• Ensuring they understand the business strategy, knowledge of business activities and overall Business goals and objectives and can engage the team in these by referencing key business drivers as new initiatives or change impacts the Network.
• Ensuring that compliant practices are embedded for all customer interactions within the branch.
• Responsible for ensuring compliance with any specific legislative, regulatory, or contractual requirements.

Qualifications, Experience & Skills

• Strong customer service orientation and desire to drive excellence
• Personal credibility with a good understanding of sales performance coaching and ability to deliver engaging and effective sales coaching.
• Strong leadership skills with the ability to engage and inspire colleagues at all levels.
• Commercially orientated with good business acumen, including the value of customers.
• Able to build effective networks both internally and within the local business community.
• Excellent collaboration and influencing skills.
• Ability to work with others to achieve results.
• Able to demonstrate leadership of a consistently successful sales team.
• Successful record of Sales Model implementation and ongoing compliance.
• Ability to motivate and enthuse others of the need to achieve results.
• Passionate about the customer, always pushing to improve service by continuously spotting opportunities.
• Experienced in managing individual and team performance effectively and appropriately.

About Post Office

The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years. As one of the country’s most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously. We’re the UK’s largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide – more than all of the UK’s banks and building societies put together.

We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs. That’s why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails. And we’re improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.

Our Ways of Working underpin everything we do, they are the “How” of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.

By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation. In short: Working in partnership, as one team, we deliver amazing results!

The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.