Print & Post Operator

4 weeks ago

Manchester, United Kingdom Xerox Full time

**About Xerox Holdings Corporation**

**Shift pattern: between 09:00 - 5:30; Mon - Fri**

Reporting to the Postroom Operations Manager, carry out all Postroom related duties in line with operational procedures and client SLA’s, responsibility for the service in the absence for the Postroom Operations Manager.

**Responsibilities**:
**Customer Service**
- To demonstrate pride and professionalism in all aspects of customer service
- Develop excellent working relations with clients, demonstrating strong communication skills
- Consistently exceed client expectations by providing outstanding customer service
- To relate accurate information to users in relation to any post activity including couriers
- To seek feedback on client satisfaction
- To ensure the Postroom team gather from users accurate data in relation to outgoing & incoming post
- To advise customers of the most cost effective way of distributing outgoing post

- Build relationship with clients and manage their perceptions and expectations

- Key representative for the team and escalation point

- Provide expertise in the service to users

**Operational efficiency**

- To effectively supervise all Postroom processes through the area of which they are responsible for

- Ensure all aspects of information related to the service and user requirements is checked and correct prior to distribution/handling of post, both incoming and outgoing

- Ensure timely delivery of post runs across the site in accordance with SLAs

- Prioritise all incoming urgent couriers and recorded post
- Demonstrate the ability to supervise the post team workflow of post through the prioritisation of incoming/outgoing post, managing daily schedules/rotas and ensuring deadlines are met

- Relate accurate information to users on the progression of their requests. When deadlines cannot be met ensure user is informed within sufficient time. Offer alternative solutions when necessary
- Monitor work in progress
- Ensure sort of post in accordance with guidelines, efficiency and distribution thereof within SLAs
- Manage accurate delivery of post to customers and implement corrective action for any failures
- Demonstrate a thorough working knowledge of related equipment including Franking machines

- To advise users and staff on the appropriate methods of post and provide support and advice where necessary

- Make most appropriate use of equipment and technology within the unit
- To administer service calls for equipment and escalate to the Operations Manager where necessary

- Gain a good understanding of client business and share this knowledge with all employees

- To monitor stock levels of consumables and advise the appropriate person to ensure orders are placed on a weekly basis in line with agreed minimum and maximum stock levels

- Ensure cost initiatives are implemented and monitored regularly

- Be able to effectively stand in for the Operations Manager during times of absence

- Any reasonable ad hoc duties as required by senior management

- Support delivery of and upkeep of process documentation, highlighting the need for any changes to the Operations Manager or Service Delivery Manager - educating staff on process and changes

**Continuous improvement**

- To comply with the Client Account Procedures Manual (CAPM), SLA’s and H&S regulations, updating as necessary

- Implement all action points arising from customer feed back and team meetings ensuring continuous improvement to customer standards

- Drive Best Practice standards within the Postroom

**Planning and organisation**
- Awareness of impending holidays and impact on service, implementation of rota changes and appropriate coverage to maintain SLA’s and service to CMS Cameron McKenna
- To maintain a tidy work area and implement a clean as you go policy
- Liaise with Operations Manager and Service Delivery Manager to ensure maximum use of all resources (equipment and staff)

**Administration**
- Demonstrate a working knowledge of the recording information, completing client request forms, the variable recharge process and updating of manuals
- To ensure all post items are accounted for, volume is measures and to provide input into MI

- To comply with the Client Account Procedures Manual and Service Level Agreement

- To perform any ad-hoc admin requests as requested by managers

- To maintain and manage stock control records and ordering

Health & Safety
- Implement and monitor Health and Safety action points arising from risk assessments and audits
- Ensure all staff receive adequate Health and Safety training and are aware of their responsibilities
- Ensure all staff are aware of and comply with recommended Health and Safety policies
- To be aware of and maintain safe working practices related to H&S and COSSH regulations 1988 and Manual Handling policies
- Ensure awareness of CMS Cameron McKenna and ISS policies, e.g. evacuation and risk assessments

Personal Standards
- Consistently live the Xerox corporate

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