Head of Warehouse Services

Role purpose

Head of Warehouse Services - Plymouth supports the business by ensuring that printed and purchased products move accurately and efficiently from receipt or production through storage, picking, packing and dispatch. The role is responsible for meeting and, wherever possible, exceeding customer delivery requirements safely, on time, to the required quality and in a cost-effective manner.

The post holder will maintain accurate stock records and locations, support fulfilment and hand-finishing activity when required, and apply the Company Values in every interaction, with the overriding aim of delighting customers.

Key responsibilities

Goods receipt and warehouse control

• Load and unload vehicles safely; receive completed work and purchased goods from internal and external suppliers.
• Check deliveries against purchase orders, delivery notes, job tickets and production paperwork; identify and report shortages, discrepancies, damage or quality concerns promptly.
• Book goods into the relevant management information system (MIS), label them correctly and maintain accurate stock quantities, status and warehouse locations.
• Store stock safely in designated locations, replenish pick faces from bulk storage and rotate stock using FIFO where appropriate.
• Move work-in-progress and materials safely between departments and support inter-site transfers where required.
• Complete cycle counts, stock checks and annual stocktakes, investigating or escalating discrepancies.

Picking, packing and fulfilment

• Pick customer and online orders accurately from warehouse stock or completed production, following job instructions and agreed priorities.
• Check product identity, quantity and visible condition before packing, maintaining traceability where required.
• Pack printed and purchased products to customer specifications and company packaging standards, using suitable cartons, pallets and protective materials to prevent transit damage.
• Apply customer, pallet and courier labels and supporting documentation accurately, including export documentation where applicable.
• Build stable pallets and wrap, strap and label them to company standards.
• Undertake hand-finishing, kitting and fulfilment work, and support production teams during busy periods, to help meet customer deadlines.

Dispatch and customer service

• Prepare orders for company vehicles, overnight or same-day couriers, pallet networks, customer collections and other approved delivery methods.
• Complete dispatch records accurately and ensure consignments leave on schedule in accordance with service levels and customer instructions.
• Respond promptly and professionally to relevant telephone and email requests, liaising with Production, Customer Service, Quality and transport providers to resolve issues.
• Escalate any risk to delivery, quality or cost at the earliest opportunity and support practical corrective action.

Equipment, housekeeping and safety

• Operate pallet trucks and other warehouse handling equipment safely; operate forklift trucks only when trained, licensed and authorised.
• Carry out required pre-use or daily equipment checks and report defects immediately.
• Comply with company health and safety rules, wear the required PPE, follow manual-handling procedures and report accidents, hazards and near misses promptly.
• Maintain clean, safe and organised warehouse and production areas using 5S principles, including stock movement, location replenishment and routine warehouse housekeeping.
• Use materials responsibly and contribute to waste reduction, continuous improvement and efficient use of time and resources.

Working relationships

The role works closely with Production, Customer Service, Quality Assurance, Transport and Logistics, other group sites, and external courier and pallet-network providers.

Person specification

Essential

Previous warehouse, dispatch or manufacturing experience; a reliable and flexible approach; good organisation and attention to detail; ability to prioritise work; clear verbal and written communication; basic computer literacy; a practical approach to solving problems; and physical capability to undertake the role's manual-handling duties safely.

Desirable

Experience of warehouse or production MIS/WMS systems (for example, Tharstern or similar); knowledge of courier, pallet-network or export dispatch processes; a current counterbalance and/or reach-truck licence; and a full UK driving licence.

Key competencies

• Accuracy and quality focus
• Customer focus
• Teamwork and communication
• Reliability and flexibility
• Organisation and time management
• Safety awareness
• Problem-solving and continuous improvement

Performance measures

• Picking, packing and dispatch accuracy.
• On-time dispatch and customer delivery performance.
• Warehouse stock and location accuracy.
• Reduction of damage, errors, rework and avoidable waste.
• Productivity against agreed daily priorities and targets.
• Health and safety, equipment-check and housekeeping compliance.

Working hours and flexibility

Normal working hours are as stated in the employee's contract. Reasonable flexibility is required to support production demands, overtime requirements and peak seasonal workloads.

Training and development

Training will be provided as appropriate, including company induction, health and safety, manual handling, warehouse systems, product identification, packaging and quality standards, forklift operation where applicable, and continuous-improvement awareness. The role may provide progression opportunities into senior warehouse, dispatch, logistics, supervisory or planning positions, subject to business needs and individual performance.

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