• Managed teams of 30+ staff daily, working to deadlines within the delivery sector. • Maintained excellent client relationships by dealing with queries and complaints calmly and professionally. • Created weekly performance reports, analysing and interpreting data to improve day-to-day business operations. • Analysed data and identified opportunities to minimise operating costs. • Upskilled staff through targeted training opportunities, enhancing team capabilities. • Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution. • Reduced staff turnover by building positive company culture. • Conducted risk assessments to achieve regulatory compliance. • Facilitated on-site staff training. • Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget. • Employed outstanding communication and conflict-resolution abilities to deftly resolve customer complaints.

• Secured customer signatures for tracked, recorded, and special deliveries using PDA smart device. • Sorted mail between routes to maximise efficiency. • Offered flexibility in service rounds, routes and times to best maintain efficient postal deliveries across north east addresses. • Consistently achieved against daily quality based delivery targets through excellent customer service. • Maintained service user privacy by enforcing and complying with data protection laws. • Handled packages with care to maintain product integrity, reporting issues of damage through the "item damaged on delivery" process, and displayed excellent customer service at the point of delivery when an item was damaged. • Maintained exceptional service times during peak delivery seasons for consistent levels of customer satisfaction. • Drove short, medium and long wheel base delivery vehicles safely and responsibly, representing Royal Mail Group brand with continued professionalism. • Established customer trust by ensuring traceability of mail through consistently scanning items at the customer's address to ensure that both the GPS and Item Journey data were accurate. • Carried out thorough vehicle checks, aiding preventative maintenance for minimal service disruption. • Executed mail-handling tasks reliably to improve quality of service and achieve high customer satisfaction. • Responded to customer tracking enquiries, using postal system to obtain information on mail status. • Adhered to security policies to maintain service integrity. • Completed sorting and delivery tasks in line with target timeframes. • Organised logistics of special deliveries. • Established daily priorities based on varied workload. • Offered flexible hours to provide additional support in busy seasonal periods. • Collected signatures and payments from customers sending and receiving mail. • Sorted and differentiated types of packages.