Workflow - how to direct emails to a Job rather than a User

I have two workflows which send emails to different users according to which Subject field isselected.

Currently I send the email to a user - which means when they leave I have to find every reference to that user and change it. Is there a more efficient way to do this? 

If, for example I want to direct emails the Customer Service Supervisor, rather than to a person can I do this? 

Is this done with Queues? Can Do I set up a Customer Service Supervisor Queue?

On our system I can see a number of Queues in Business Management which seem to be based upon a users names. In each User's record the Queue Information, Default Queue is their own queue.

I suppose I could create a Customer Service Supervisor Mailbox in Outlook and direct to that but I was hoping Dynamics CRM could do something better.

I have Dynamics CRM 2011, latest rollups and mail router installed. We work through Outlook 2010.

Thank you

Sarah