Mailroom Team Leader

Reporting to the Operations Manager, the Mailroom Team Leader will carry out all related duties including team management, in line with operational procedures and client SLA's.
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
  
  At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients.