Business Fulfilment Coordinator

**Description**:
Responsible for the overall operations of the Business Fulfilment function including mail handling, Delay Repay paper claims, customer correspondence, printing and scanning, travelcard administration, archiving and facilities support. Maintaining accurate records of transactions, ensuring compliance with SLAs, prioritising efficiency and accuracy in a fast-paced environment.

**Key Responsibilities**:
**Mail Handling**
- Mail handling - receiving, sorting, and distributing incoming mail and packages to designated recipients within the organisation and maintaining detailed logs of all transactions
- Outgoing mail - prepare outgoing mail by weighing, franking, packaging items according to Royal Mail guidelines and click & drop
- Printing - letters, rail travel vouchers, labels, permits, tickets etc.
- Mailbox maintenance - Delay Repay, Business Fulfilment for each train operating company
- Equipment - maintain all equipment within the Business Fulfilment room in good working order, arranging servicing & repairs as appropriate

**Claims - Delay Repay (DR)**
- Batching - incoming DR paper booklets and record on DR logs
- Print off claims from DR System and batch
- Print & file Other Train Operating Company (OTOC) claims
- Download First OTOCs from mailbox and file
- Update DR input received daily

**Correspondence**
- Print customer correspondence from CRM System
- Check quality of correspondence
- Fold and envelope correspondence

**Scanning** **& Printing**
- Scan & prepare mail and enter onto the CRM system

**Travelcard & Permit Administration**
- Fulfil travelcard requests
- Hotlist smartcards
- Smart swaps (paper tickets moving to smartcard)
- Fulfil ticket related activity such as scholars and taxi permits

**Archiving & Stock**
- Oversee archiving for Solvd. including paper DR booklets, ensuring retention periods are observed rigorously and records are maintained of data held
- Archive room - ensure room is kept tidy
- Stock check - carry out periodic stock checks ensuring adequate stock/stationery levels at all times with consideration to order lead times
- Audit checks to be carried out on voucher stock

**Business Fulfilment Room**
- Business Fulfilment room - ensure room is kept orderly and tidy.
- Follow GDPR and PCI/DSS compliance requirements.

**Facilities, Safety & Environment**
- Support and act as cover for Business Support Coordinator when required covering reception and office, travel, Bus PCN & procurement mailboxes.
- Support Facilities & Governance Manager with Facilities and H&S.
- Record mandatory safety training, DSE and home working assessments.
- Carry out monthly office H&S audit.
- Record safety and environment metrics each period.

Any other duties as per business requirements.

**Skills, Knowledge and Expertise**:

- Physical ability: lifting and carrying packages of varying weights
- Organisational skills: effectively managing multiple tasks and prioritising
- Communication skills: interacting clearly with colleagues
- Technology skills: Microsoft Office (Work, Excel, Outlook) with the ability to learn new systems and processes
- Attention to detail: accuracy is vital to the success of this role with a high level of precision
- Ability to meet deadlines and a varied workload, keeping multiple processes on track daily.
- Previous back-office experience working within a mail or fulfillment function.
- Familiar with fulfilment equipment such as printers, stuffer, franking etc.

**Benefits**:

- Discretionary ScotRail Season Ticket (home to work)
- Discretionary bonus scheme
- Living Wage and Living Hours Accredited
- 34 days holiday (including public holidays) with option to buy additional
- Generous salary exchange Pension Scheme and Life Assurance Scheme
- Optional Health Cashplan Scheme
- Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social
- Flexible dress code where you can Dress for Your Day
- Social events including Summer Event and Christmas Party

**About Solvd.**:
Solvd. provides first class outsourced payroll, financial, customer experience and business processing services. We have high standards for ourselves and ensure value for money for our clients, putting our customers and stakeholders at the heart of our delivery.

Our bespoke packages of reliable and timely services are easy to use, and continuous improvement is embedded in the way we work, making us a provider of choice.

We have extensive experience in providing complex and large-scale services to UK industries.

Solvd. is part of Transport UK Group.