Job Description
Job title:
Department/School:
Grade:
Location:
Mail Services Manager
Estates
6
University of Bath, Calverton Down Campus
Job purpose
The Mail Services Manager is responsible to the Deputy Director of Estates for
the delivery of an effective and efficient customer focused and customer facing
mail service that fits both University staff and resident students’ needs.
Source and nature of management provided
This post reports to the Deputy Director of Estates who maintains contact with the
post holder for general guidance and planning and will also have regular contact
with the Facilities Manager for Accommodation and Hospitality.
Staff management responsibility
The post holder will be responsible for the management of the in-house teams of
postal workers and their team leader based at the Calverton Down campus.
Special conditions
The post holder will be provided with, and expected to wear at appropriate times,
corporate work wear, name badge plus all PPE appropriate to the tasks to be
undertaken.
There is an expectation that the post holder will be available to undertake
additional hours (with notice) to cover occasional weekend duties for which a lieu
time allowance will be made.
A driving licence will be a requirement of the job which must be compliant with
the University’s insurance conditions.
HOURS OF WORK: 36.5 hours per week falling between 08:00hrs and 19:00hrs.
The core working hours are specified in the postholder’s letter of appointment.
The counter service will be open Monday to Friday from 10:30hrs – 18:30hrs for
students to collect parcels and recorded mail during term time and during
vacation from 11:00hrs – 16:00hrs.
Main duties and responsibilities
1 The post holder will take on overall management of the University’s postal
and parcel service and develop its service delivery to ensure that both the
University staff and resident students receive an efficient service that fits
their needs.
2
Implement best practice techniques for all postal services and through the
postal staff ensure high levels of service are provided across the University.
3
In consultation with service users, establish Key Performance Indicators
(KPI’s) for the postal services provided. Measure and report against the
Service Level Agreements established with service users as part of this
exercise.).
4
Ensure regular internal mail collection and delivery services achieve the
SLAs.
5
Ensure accurate computerised data is kept of all postal transactions to
ensure the service delivery is robust and can be statistically analysed.
6
Liaise with the Royal Mail and other Postal Service providers to keep
informed on the current postal mail regulations, procedures and good
business practices, and ensure any significant changes are appropriately
communicated to academics, administrators and students.
7
Ensure the University obtains the best ‘value for money’ from its postal
service providers and collect evidence to demonstrate how this is achieved.
8
Ensure that all services are undertaken in line with all University and
Department financial guidelines.
9
Benchmark the service being provided against other Universities and the
private sector.
10 Ensure the postal service delivery is in accordance with the Department of
Estates and Accommodation and Hospitality Services ISO9001 procedures.
11 Establish a robust parcel delivery service for the University, working with
Central Stores and the University Purchasing Department.
12 To provide a customer facing service that is efficient and effective in the
issue and recording of transactions that take place.
13 To respond appropriately and resolve customer enquiries by e-mail,
telephone or face to face.
14 Ensure all departmental re-charge information is accurate and delivered on
time.
15 Responsible for the sorting, processing and distribution of all incoming mail,
including the delivery to the residential buildings on and off campus.
16 Responsible for the collection, sorting and franking of all outgoing mail and
ensuring its readiness for collection by the Royal Mail.
17 Receiving and processing of various incoming and outgoing mail items
including – Royal Mail special delivery, recorded mail, couriers and items
requiring signature.
18 Reconcile unidentified mail and to redirect packages when appropriate.
19 Ensure customer feedback is regularly soughtt on the service, and acted
upon if changes are needed.
20 To update and maintain appropriate log sheets when using University of
Bath vehicles for the distribution of mail, parcels and equipment
21 Assess training needs within the mail services teams, and ensuring that all
work carried out by direct labour or contract labour is in compliance with all
health & safety requirements. This also includes monitoring and reviewing of
existing health and safety procedures, preparation of risk assessments and
method statements.
22 Ensure the continuing development of staff in the Postal Section, through
assessment of needs and a robust Staff Development Review program, and
using internal/external support as appropriate.
23 Ensure clear communication to all staff and students in relation to the service
being provided and proposed changes.
24 Ensure all University policies and procedures are implemented correctly.
25 Report all accidents and incidents promptly, and ensuring adequate
investigations are carried out and reported on.
26 Ensure that as part of your duties you minimise energy consumption e.g.
water and electricity and maximise the recycling opportunities for waste and
you attend training courses on environmental awareness as and when
required.
27 Attend job related training courses and staff team meetings.
28 Ensure all vehicles and machinery are compliant with current Health and
Safety guidelines.
29 Manage all HR related issues in respect of the staff reporting to them,
including conducting SDPRs, authorising absences, initiating and conducting
disciplinary processes, etc.
30 Investigate methods of generating income from postal/parcel return services.
31 Work closely with both the Department of Estates and Accommodation and
Hospitality Services to ensure staff fulfil all their contractual arrangements
32 Manage the overtime within the team and communicate to all staff.
33 Ensure that any new member of staff goes through the University of Bath,
Department of Estates and Accommodation and Hospitality Services
‘Induction Process’ and receives the appropriate support (e.g. buddying)
during the probation period. The post holder will also be asked to participate
in, and comment on, their performance at three months, and at the end of
their probation review if necessary, then recommend an extension to
probation and a further review at the end of that extension.
34 Be familiar with the required care standards/regulation governing your job.
You will from time to time be required to undertake other duties of a similar nature
as reasonably required by your line manager.
Mail Services Manager - Person Specification
Criteria
Essential
Desirable
Qualifications
Educated to HNC Level 3 or equivalent
in relevant subject


Qualified to IOSH Managing Safety (or
equivalent)
Management/Leadership Qualification
(ILM Level 2 or equivalent) either
completed or willingness to complete the
qualification

Valid driving licence which must be
compliant with the University’s insurance
conditions

Experience/Knowledge
Experience of managing staff, and
delivering change within the working
environment


Experience in financially managing a
postal service
Experience of using computer systems
(i.e. email, accessing databases,
accessing the internet), Windows, etc

Knowledge of relevant, good customer
service standards including effective
communication

Have a basic day-to-day knowledge of
HR related issues in respect of the staff
reporting to them, including conducting
SDPRs, authorising absence, initiating
and conducting disciplinary processes,
etc

Aware of health and safety and how to
implement in the work place

Skills
A responsible approach, tact, flexibility
and the ability to deal with young people,
all staff and the general public

Flexible, cooperative and helpful

Ability to work in a team and to motivate
and develop staff

Excellent communication skills, both
written and verbal

Attributes
Ability to communicate at all levels of an
organisation

Desire to deliver and achieve high
standards of service

The ability to work within a team

Positive, enthusiastic, flexibie, competent
and helpful


The ability to work flexibly to cover peaks
of business
The ability to stay calm and good
humoured under pressure
Smart appearance – a uniform and
safety shoes will be supplied and must
be worn

