Mailroom Team Leader @ Xerox

Job Information

Job Description:

PRIMARY RESPONSIBILITIES:
CUSTOMER SERVICE –
  • Demonstrate pride, professionalism and exceed in all aspects of outstanding customer service
  • Develop excellent working relations with clients, demonstrating strong communication skills to manager their perceptions and expectations
  • Be the key representative for team, handle escalations, relate accurate information and client feedback to users in relation to any post activity
  • Provide expertise on services and advise customers of the most cost effective way of distributing outgoing post
OPERATIONAL EFFICIENCY – 
  • Effectively supervise all Postroom staff and 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
  • 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
  • Manage accurate delivery of post to customers and implement corrective action for any failures
  • Make appropriate use of equipment and demonstrate a thorough working knowledge of related equipment including Franking machines
  • Administer service calls for equipment and escalate to the Operations Manager where necessary
  • 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
  • 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
  • Carry out the administration of the recording information, completing client request forms, the variable recharge process and updating of manuals
  • Comply with the Client Account Procedures Manual and Service Level Agreement
PLANNING AND ORGANIZATION – 
  • 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
  • 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)
  • Implement and monitor Health and Safety action points arising from risk assessments and audits
  • Ensure awareness of CMS Cameron McKenna and ISS policies, e.g. evacuation and risk assessments

Benefits:
Experience Level: Entry Level
Work From: Onsite

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