To support the Operations Manager and the Print Supervisor in providing effective managed services at Pitney Bowes sites including deputising for the Supervisor when appropriate.  To provide a high quality, customer-focused service, through teamwork, communication and innovation ensuring service levels are delivered to achieve the organisation’s client satisfaction and financial targets.

To work primarily within the print environment operating print equipment whilst having responsibility for a small team of employees.

Account Performance:
1. To support the Supervisor and Operations Manager in the planning and implementing of  operational volumes.
2. To ensure that commitments to service are delivered to both internal and external customers so that       employee and customer satisfaction is enhanced.
3. To ensure that agreed service levels are measured and met.
4. To identify any new requirements or additional services which will improve overall productivity and performance.

People Management:
5. To lead a team of employees, proving motivation, coaching, mentoring & identifying training requirements      to deliver high levels of employee satisfaction and performance.
6. To support the Supervisor and Operations Manager in recruitment and selection and continually strive to    reduce employee turnover rates.
7. To hold regular team meetings and one to one interviews with all direct reports.
8. To ensure that current HR policies and procedures are applied  effectively at all times.
   Service Excellence:
9. To ensure compliance with all aspects of PBMS’s quality management system – “Service Excellence” and    environmental system.
10.To ensure that documented operating quality procedures are in place and updated regularly.
11.To support the Supervisor and 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.
12.To ensure continuous quality and productivity improvements are made through the application of Service    Excellence, the development of effective work processes and employee empowerment.
13.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.

Dimension of the Position 

Reports to Position Title: Automated Mail Supervisor

Scope of Responsibility:

This role is the one of a team leader within the automated mail section.  They act as first line supervisors to a team of employees working a two shift system.   Work is reviewed daily and must be delivered in accordance with defined work instructions to meet the Service Level Agreements of the customers.  Whilst primarily working within the automated mail section they are required to be flexible to cover other areas of the operation and to perform any other reasonable tasks as necessary.

Key Interfaces

1. Management
2. Employees
3. Clients
4. Suppliers
5. Internal back office function areas

Business Knowledge/Educational Background

1. Previous first line supervisory experience
2. Experience of high volume automated mail insertion equipment
3. Experience of problem solving equipment failures
4. Computer literate and very conversant in key Microsoft applications (Word, Excel, Access, Visio etc)
5. Ability to prioritise work in a busy environment
6. Experience of resolving problems and customer queries/complaints
7. Possess GCSE level standard (or equivalent) education
8. Good standard of literacy and numeracy
9. Customer care training
10.Manual handling training
11.Good verbal communication
12.Good written communication
13.Good team working skills
14.Confident and professional telephone manner

Key Challenges

1. Implementation of new business projects
2. Meeting tight deadlines
3. Ability to alter working patterns/shifts and to work additional hours

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