Description
A fantastic opportunity is now available to join our Business Support & Marketing Team at Solvd. in the centre of Glasgow.
Solvd. is a vibrant, friendly office, where our people are committed to delivering the best experience for our customers whilst delivering services including Customer Experience, Finance and Payroll.
The Role
As Business Fulfilment Coordinator you will be 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. A key part of the role is 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
Transport UK is a dynamic private sector transport operator serving millions of rail and bus passengers every day across the UK. It operates Greater Anglia, West Midlands Trains, East Midlands Railway, and Merseyrail as well as 11% of London’s bus routes.
Led by a dedicated team of industry experts with unrivalled experience in the sector, Transport UK is playing a vital role in shaping the future of integrated public transport.