To support the Operations Manager in providing effective managed services at a given location or locations, including deputising for the Operations Manager when appropriate. To manage a team of employees.

Relationship Management
1. Support the Operations Manager in the development of strong operational relationships, with the appropriate client contacts, which support ongoing contract development, retention and renewal.
2. Ensure that commitments to service are delivered to both internal and external customers so that  employee and customer satisfaction is enhanced.
3. Support the Operations Manager in the planning and conducting of monthly client review meetings.

Account Performance
1. Support the Operations Manager in the management of site operations to achieve our organisation’s customer and employee satisfaction, and financial targets.
2. Ensure that agreed service levels and Key Performance Indicators are measured and met.
3. Support the Operations Manager in the creation and implementation of an account/site business plan, which will ensure improvements in customer satisfaction, employee satisfaction and revenue.
4. Support the Operations Manager in the preparation of monthly and quarterly reports for customers  regarding key measures which will enable accurate reporting of service levels, billing and effectiveness of site operations.
5. Identify any new requirements or additional services which will improve overall productivity and performance.

People Management
1. Ensure that current HR policies and procedures are applied effectively at all times.
2. Manage a team of employees, providing motivation, training and development, coaching and counselling to deliver high levels of employee satisfaction and performance.
3. Support the Operations Manager in recruitment and selection and continually strive to reduce employee turnover rates.
4. Hold regular team meetings and one-to-one interviews with all direct reports.

Service Excellence
1. Ensure full compliance with all aspects of PBMS’s quality management system – “Service Excellence”.
2. Ensure documented operating quality procedures are in place and updated regularly.
3. Provide training and practical guidelines to staff on all requirements of Service Excellence in  conjunction with the UK Quality Team.
4. Support the Operations Manager in the use of the Service Excellence model to measure business  performance through structured self-assessment exercises including audits and Site Standards Reviews.
5. Ensure continuous quality and productivity improvements are made through the application of Service Excellence, the development of effective work processes and employee empowerment.
6. Effectively manage and resolve customer complaints and ensure that these do not impact on our  business relationships adversely.
7. Ensure that the PBMS Health and Safety Policy is applied in all instances and that all essential procedures are in place to cover the Health and Safety legal liabilities.

General
1. To receive and sort incoming mail.
2. To deliver mail to required internal locations.
3. To sort and deliver internal mail and other items.
4. To collect outgoing mail from required internal locations.
5. To receive incoming parcels, packages, recorded/registered mail, etc. and to deliver / arrange delivery to addressee.
6. To process and despatch outgoing mail.
7. To receive courier requests and organise collection and delivery of packages.
8. To receive, sort and deliver incoming faxes.
9. To carry out bulk mailings, mail shots and desk drops, as required.
10.To ensure that cost effective methods are used for despatch of outgoing mail, balanced with customer requirements.
11.Sign and check deliveries are correct and log on to internal system (Arrival), inspect for damage and log on drivers paperwork.
12.Deliver carton and documents to relevant persons on site, ensure correct manual handling processes  are used.
13.Pack and despatch Goods via the UPS pc systems for international consignments.
14.Arrange and process Same day courier requests.
15.Arrange third party collections for persons in site through UPS if required or other, also monitor  the status of the collection.

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