Senior Document Services Operator (DSO) (Print specialist)

This role will be responsible as a key member of the team for delivering best in class services, representing Canon onsite at a prestigious customer's premises in Edinburgh. The Senior DSO must work closely with client stakeholders delivering a high-quality service that meets the specifications and deadlines outlined in the customer’s Service Level Agreement (SLA). You will act as the primary point of contact for Reprographic print and finishing queries, manage workloads, and ensure high-quality output. This role requires flexibility to support other services lines including goods-in, mail and courier functions, as well as supporting and maintaining printer and stationery hub, ensuring customer satisfaction and operational efficiency.

Responsibilities

• Excellent time management skills will be used, as you plan and prioritise workloads, consider the technical and delivery requirements, to maximise the department productivity.
• Use your excellent communication skills, you will communicate with customers consistently and will have the confidence by asking, to understand their needs, and advising appropriate options for the requested services.
• Inform the Document Services Team Leader (DSTL) if overall workload and completion of key work is unachievable.
• Having a flexible approach to work, you may be asked to undertake any reasonable ad-hoc duties as requested by the DSTL or Senior Management.
• Adhere to policies and procedures, escalating any recurring non-conformance to the DSTL.
• Demonstrate pride and professionalism in all facets of customer service and be accountable for your work completed on site.
• Supporting the DSTL, you will support the introduction of service enhancements and developments and will respond to customer requests, enquiries and complaints in a prompt and efficient manner, meeting demands pro-actively where possible.
• Ensure that all required records are completed and maintained and provided upon request to customers and/or the management team.

Qualifications

• Expert knowledge in reprographics, document services, operating finishing equipment (e.g., guillotines, folders, creasers, comb, and wire binding machines).
• Prior knowledge of mail/courier processing services and use of online booking platforms for same-day, UK overnight, and international couriers.
• Experience in management and first-fix, paper and toner replenishment within a managed print service an advantage.
• Results driven.
• Strong work ethic.
• High level of attention to detail.
• Excellent communication skills.
• Customer Service and Engagement skills.
• Team Player.

Performance Measures

• Timely delivery of services.
• Budgetary control of all allocated cost.
• Effective communication.
• KPI measurement of activities.
• Incident Management.
• Customer satisfaction.

Salary – £23,810 to £26,760

Benefits

• Pay – Competitive salaries that are regularly benchmarked against similar roles and reviewed annually.
• Bonus – A discretionary bonus scheme that rewards you as you help us achieve our goals.
• Learning & Development – As a Company that encourages continuous learning you will always have resources and support available.
• Work & Home Life Balance – We support with a minimum of 25 days holiday per year, holiday purchase and a flexible working policy.
• Diversity – We are an organisation that delivers on a global scale, striving to create a diverse and empowered workforce that reflects the communities we serve.
• Health & Wellbeing – Private healthcare, an Employee Assistance Programme, partnership with Mental Health First Aid UK with a network of mental health champions and discounted rates to Nuffield Health Gym.
• Employee discount – Up to 38% off products from our Canon store.
• Some other Benefits – Generous Pension, Canon Awards, Discount cards, Cycle to Work scheme, Season ticket loans and charity volunteer days.