Job Description

- Hybrid Team Leader

Location: Peterborough (UK)

Reports to: Operations Manager London and Central

JOB SUMMARY

The Peterborough Hybrid Team Leader oversees the effective operational services for Crown Information Management Physical Operations and collaborates with the Scanning Services Supervisor to support scanning projects at the Peterborough site.

This position requires a commercially aware and operationally knowledgeable individual to manage the daily functions of the Peterborough Physical Operations teams, identify efficiencies, and assist in business and service capability planning. Responsibilities include management of the Peterborough branch, ensuring site Health & Safety compliance, maintaining the PPM, overseeing physical operations, and supporting incoming scanning projects.

With a focus on team growth, efficiency, and profitability, the role demands knowledge of records management and scanning production, cost control, and service improvement. The Peterborough Hybrid Team Leader directs the Records Operations teams, including route planning for deliveries and coordination with the Scanning Services Supervisor for workflow and new project integration into Physical Records Services. Tasks include organization and management of retrieval processing, put-away activities, data entry, secure delivery and collection of records and scanning services.

The role involves collaboration across Crown departments to support service delivery and cross-departmental projects.

The position coordinates all activities, allocates staff as needed, and ensures efficient and effective service for both internal and external customers within a safe working environment. It also involves planning and coordinating routine operational activities and ensuring appropriate staffing levels and training. The Team Leader monitors productivity and performance targets, and addresses issues related to team conduct and performance.

KEY ACCOUNTABILITIES

SERVICE DELIVERY

Organize and supervise monthly, weekly, and daily workloads for the Operations Teams. Maintain quality of service in line with customer and company standards; achieve Customer SLAs and KPIs at the site. Manage cost control in line with profitability targets for ongoing project commitments. Provide Management Information for clear business performance visibility. Plan and model the growth and profitability of the physical records business, including resource allocation. Monitor and report on KPIs, SLAs, and quality to maintain service levels that align with customer requirements and Crown Brand Values. Serve as a functional role model within the branch. Support adoption of the Crown Purpose. Review and enhance processes through continuous improvement. Manage teams responsible for records deliveries and collections to meet SLA requirements in accordance with ISO9001. Ensure daily service provision follows the Records Management Operations Manual for ISO 9001 accreditation. Respond promptly to customer orders (e.g., next-day, emergency delivery). Manage exceptions by informing relevant internal and external parties of any operational issues. Ensure accurate completion of work orders for customer service, compliant with ISO9001. Collaborate with the Scanning Services Supervisor to facilitate scanning project delivery and intake. Maintain familiarity with ISO27001 and ISO10008 certifications. Work with Project and Operations Managers to achieve SLAs for out-of-scope projects.

COMMERCIAL

Apply cost management, pricing strategies, and other requirements to support profitable business outcomes. Coordinate with Finance to ensure visibility of work progress and costs, and identify opportunities for growth and investment. Meet quarterly and annual targets for growth, revenue, and margin.

HR/PEOPLE MANAGEMENT

Oversee the Peterborough Operations team. Lead direct reports to deliver quality service according to their roles. Attend weekly meetings with Scanning Services Supervisor & Operations Manager. Support HR matters as required. Organize role-specific staff training and ensure adherence to procedures. Implement standard policies and procedures consistently across the site. Facilitate development of new skills and capabilities for new service introduction. Promote and maintain security and Health & Safety standards at the facility.

HEALTH & SAFETY

Manage branch Health & Safety for both the site and fleet. Ensure compliance with internal and external H&S audits. Conduct weekly fire alarm checks and record relevant details. Ensure out of hours cover is organised Arrange and document fire drills, and oversee maintenance of fire safety equipment and signage. Keep warehouse and yard areas clean and obstruction-free, in line with site specifications, and coordinate repairs as necessary. Follow PPM schedules and contractor control measures.

SITE SECURITY

Monitor and complete daily facility lockdown procedures per guidelines. Maintain and improve facility security awareness and vigilance alongside Scanning Services Supervisor

REQUIREMENTS

Personal Attributes

Experience in managing operations. Experience supporting scanning operations, including Batch Class creation. Reside within commuting distance of Peterborough. Collaborative, approachable management style. Self-motivated, goal-oriented, with strong energy levels. Flexible with hours and travel. Customer-focused with commercial awareness. Ability to understand and adhere to procedures and systems.

Business Attributes

Strong supervisory skills, including shift and capacity planning. Operational supervision/management experience in operations or scanning services environments. Proficient in Microsoft Office applications (Teams, Word, Excel, Access), with advanced knowledge desirable. Demonstrated ability to set and meet stringent targets and KPIs. Capacity to build relationships internally and externally through problem solving and accountability. Understanding of the Data Protection Act/GDPR. Familiarity with HR practices, Health and Safety, and Quality standards. Excellent communication skills--verbal and written. Ability to work independently. Awareness of document management software solutions for innovative scanning. Experience with Kofax Capture Software and associated hardware (IBML, Kodak, etc.) is essential. Knowledge of RSSQL and other records management software is essential. IOSH certification is desirable but not required.

DISCLAIMER

This job description is not meant to be an all-inclusive statement of every duty and responsibility of the job holder. Certain features of this job are described in the above headings but are not necessarily limited to the above written statements. They may be subject to review. All positions Crown Records Management may include other duties as assigned.

Job Types: Full-time, Permanent

Pay: 30,000.00 per year

Benefits:

Bereavement leave Cycle to work scheme Employee mentoring programme Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme Life insurance Paid volunteer time Sick pay
Schedule:

Monday to Friday
Ability to commute/relocate:

Peterborough PE3 8YN: reliably commute or plan to relocate before starting work (required)
Work Location: In person