General Information
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City City of London State/Province London Country United Kingdom Department DELIVERY_ACCOUNT_OPERATIONS Date Thursday, July 24, 2025 Working time Full-time Ref# 20035690 Job Level Individual Contributor Job Type Experienced Job Field DELIVERY_ACCOUNT_OPERATIONS Seniority Level Entry Level
Description & Requirements
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About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at .
This role provides onsite service to a fleet of Xerox and other manufacturer devices defined within the contract as part of reactive (break/fix) and proactive (consumable management) processes. Responsible for ensuring service levels are met and customer satisfaction is paramount is what they do. The role holder works as part of Technical Service in conjunction with the Service Delivery team that is aligned to one or more customers. Reporting to the operations manager, carry out all reprographic related duties in line with operational procedures and customer requirements, to be the point of contact for the services and to pick up ownership of work completion and support customer liaison with operations manager for the service.
Customer Service
1. Consistently exceed client expectations by providing outstanding customer service
2. To relate accurate information to the operations manager / end users on the progression of their work
3. To work with and educate customers on the best use of the service including opportunities for reducing costs for output to the users working with the operations manager
4. To seek feedback on client satisfaction
5. To ensure accurate job ticket information and to complete the necessary administration for reconciliation and recharging
6. Build relationship with clients and manage their perceptions and expectations
7. To be an ambassador and to represent the organisation on site
8. Provide expertise in service, collaborate with the operations manager to advise users on best production approach
9. To communicate to the operations manager any issues related to the services, any risks or issues which may impact the delivery at the required standard
Operational efficiency
10. Ensure all aspects of job requisition / instructions and other relevant information is checked and correct prior to production
11. Manage expectations around deadlines working with the end users
12. Demonstrate the ability to manage workflow through the prioritisation of incoming work, managing production schedules, ensuring deadlines are met
13. Relate accurate information to users on the progression of their work. When deadlines cannot be met ensure user is informed within sufficient time. Offer alternative solutions when necessary
14. Monitor work in progress
15. To be proficient in the operation of networked devices and all Printroom related equipment in operation, including finishing equipment
16. Demonstrate a thorough working knowledge of all machines, with an ability to manipulate colour work through a variety of software packages
17. To advise users and staff on the appropriate methods of production and provide technical support and advice where necessary
18. To operate all production and finishing equipment to the highest standards, in line with job specification or user specification
19. Make most appropriate use of equipment and technology within the unit
20. To administer service calls for production equipment and escalate where necessary
21. To quality control finished production work ensuring any mistakes are corrected in line with user specification before delivery to the end user. To provide proof copies where necessary
22. Gain a good understanding of client business
23. To 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
24. Ensure cost initiatives are implemented and monitored regularly
25. Any reasonable ad hoc duties as required by senior management or the customer
26. Look for opportunities for service efficiency and provide feedback as part of the team
27. Work closely with all members of the team and ensure effective collaboration
28. Carries out regular preventative maintenance checks on client fleet of machines
29. Replenishes consumables
30. Maintains log of all activities including on-site parts inventory
31. Maintain clean and tidy devices and surrounding environment
32. Carries out first level repair and escalate in accordance with agreed procedures for next level maintenance and technical support
33. Ensures SLA is achieved, and Customer requirements are met
34. Commitment to maintain skill set through personal development and training
35. Promotes knowledge sharing and acts as a mentor/coach
36. Works closely with the customer, providing support and promoting Xerox in conversation
Continuous improvement
37. To comply with the Client Account Procedures Manual (CAPM), SLA’s and H&S regulations
38. Implement all action points arising from customer feedback and team meetings ensuring continuous improvement to customer standards
39. Drive Best Practice standards within the Print Service Centre
Planning and organisation
40. Awareness of impending holidays and impact on production
41. To maintain a tidy work area and implement a clean as you go policy
42. Liaise with operations manager and Service Delivery Manager to ensure maximum use of all resources (equipment and staff)
Administration
43. To manage the job ticketing process, the recharge process and the process for recording job ticket information into relevant Client & Xerox systems
44. To ensure all copies are accounted for and are reconciled with the meter readings
45. To perform any ad-hoc admin requests as requested by managers or the key client
46. To maintain and manage stock levels and highlight any potential issues
47. Ensure compliance with customer policies
Health & Safety
48. Implement and monitor Health and Safety action points arising from risk assessments and audits
49. To complete adequate Health and Safety training and to be aware of responsibilities
50. Review H&S Cascades as directed and record compliance
51. To be aware of and maintain safe working practices related to H&S and COSSH regulations 1988 and Manual Handling policies
52. Ensure awareness of the customer policies, e.g. fire marshals, evacuation, risk assessments
Personal Standards
53. Consistently live the Xerox corporate values
54. To be outwardly professional toward all clients
55. Always to treat colleagues with courtesy and respect
56. Adhere to the required dress code and to be appropriately dressed
57. To be punctual in attendance and follow appropriate processes when reporting sickness or lateness
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