Customer Services, Reception & Mailroom Coordinator

DC Thomson is hiring for a Customer Services, Reception and Mailroom Coordinator in one of our core office locations (Dundee, London, or Aberdeen).

Role purpose

This role provides a professional, welcoming and efficient front of house service across DC Thomson offices, ensuring a consistently positive customer and colleague experience. As the first point of contact for visitors and callers, the role safeguards the organisation's reputation and upholds high standards of hospitality, safety, and service.

The role also supports the effective day to day operation of our offices by delivering customer service, reception, mailbox, transaction processing, and administrative support. It plays a key part in maintaining operational excellence, ensuring smooth office operations, and supporting colleagues across functions in a fast paced environment.

Scope Operational coverage

• Front of house, reception, mailroom, customer service and administrative support including switchboard across multi site DC Thomson locations.
• Supports internal customers (colleagues, teams, visitors) and external stakeholders (partners, suppliers, contractors, members of the public).

Key Interfaces & Collaboration Model

• Internal: Office Manager, Facilities, Security, Editorial, Events, IT Support, Commercial, Finance (for transaction processing).
• External: Visitors, contractors, couriers/logistics providers, catering suppliers, facilities vendors.

Nature of collaboration

• Leads visitor experience and customer interactions.
• Advises colleagues on facilities processes and office-use norms.
• Contributes to events, office operations, H&S compliance, supplier liaison.
• Escalates facilities, safety, security and service issues promptly.

Decision Rights & Authority

• Owns: Day to day reception operations, visitor management, switchboard accuracy, mail handling, meeting room set up, transaction logging, and upkeep of front of house standards.
• Contributes to: Security vetting, H&S arrangements, supplier liaison, event planning, facilities issue resolution.
• Escalates: Security concerns, H&S incidents, building faults, IT issues affecting service, or any customer impacting service disruption.

Core Accountabilities 1. Customer service & front of house operations

Provide a professional, welcoming and efficient service experience, ensuring visitors and callers receive prompt, accurate and courteous support.

2. Visitor & security management

Manage visitor sign in, access passes, and information provision; maintain a compliant and safe environment and support site security procedures.

3. Mailroom, deliveries & logistics support

Ensure efficient handling, tracking and distribution of incoming/outgoing mail, parcels, courier arrangements and pool car key processes.

4. Administrative, office & events support

Support room bookings, meeting set ups, catering coordination, supplies ordering, record keeping and routine facilities queries.

5. Customer transactions & stock management (where applicable)

Process payments accurately, maintain transaction records, manage merchandise/stock levels and ensure financial handling standards are met.

6. Facilities & workplace operations support

Monitor shared spaces, report issues promptly, support office layout changes and uphold workplace standards in line with facilities procedures.

7. Health, safety & compliance support

Promote site safety standards, support visitor compliance, maintain accurate logs and act as a local contact for First Aid/Fire Marshal duties where required.

Measures of success

• Service quality: Visitor satisfaction, feedback from colleagues, accuracy and timeliness of responses.
• Operational reliability: Compliance with reception, mailroom and facilities processes; minimal errors in transactions/records.
• Professional standards: Consistent upkeep of front of house environment; adherence to uniform, conduct and service protocols.
• Efficiency & accuracy: Quality of documentation, logs, deliveries, bookings and administrative tasks.
• H&S and security compliance: Timely escalation of risks, accurate visitor data.
• Collaboration & responsiveness: Positive feedback from Facilities and cross functional teams; effective support during events and office changes.

Critical skills and capabilities

• Customer service support, Business administration, Service desk & incident routing, Information management, Facilities support / workplace operations, Financial transaction management, Communication, Methods & tools

Context specific experience

• Customer facing duties in reception, retail, hospitality or office administration.
• Use of Microsoft 365 applications (Outlook, Teams, Excel, SharePoint).
• Handling payments, stock or logistics processes.
• Supporting events, meetings or hospitality.

Critical Behaviours for High Performance

• Being More Curious- Shows interest in learning about the business, tools and visitor needs; proactively seeks solutions to queries.
• Experiment with Purpose Tried improved ways of organising reception, mailroom and office processes; uses feedback to refine service.
• Owning the Outcomes- Takes full responsibility for delivering a reliable, high quality reception service, following through until issues are resolved.
• Being More Collaborative- Works seamlessly with Facilities, Security, Events and Office teams to support smooth daily operations.
• Customer first mindset- Anticipates visitor and colleague needs, providing friendly and proactive support.
• Professionalism & care- Maintains composure, accuracy and service excellence even during high volume or challenging periods.

Closing date for applications: 31st March 2026 at 12:00 noon