SPS No additional hours to manage?

[Mezza]

Just looking for suggestions from any offices currently using the new Service Point System in the callers office.

We've had SPS for about 3 weeks now and are really struggling to cope with booking in all the returned items before the callers opens the nest day.
End of week is where the volumes are just ridiculous and on Saturday's it is so busy we don't get the chance to book a single item in before it's time to go home. Meaning Monday first thing is a nightmare.

We have just one person in the callers as a rule. they get assist from the RLE for about 90 mins a day in the week and about 2-3 hours on a Saturday(but that's spent serving on a Saturday).
We also get assist from the DOm Support when they are able to help out.

To cope Management have been paying out bits of O/T to other staff here and there, but there is nothing concrete in place to deal with the issue on a regular basis.

The 3 staff (Callers, RLE and DOm Support) suggested to management that in order to better cope with the whole issue it would make better sense for the Callers and Dom Support to start earlier on Thursday, Friday and Saturday.
Management are happy to change the start times on Thursday and Friday but will not do it on Saturday. The Callers duty starts at 06.45 on Saturdays till 14.18 and the callers office is open to the public from 07.00 - 14.00.
Management say that if the Callers duty starts earlier on a Saturday they will struggle to get anyone to cover from 13.30 (which would be the finish time for the callers duty with the adjusted times). We suggested that offering 2 hours O/T for what would actually be about 30-40 mins work would be attractive to quite a few staff in our office - especially if it was every week.

Management have said that they won't be doing that and have even suggested putting in scheduled atttendance to deal with booking in items on a daily basis.

Now to us that makes no sense at all. They would rather pay out loads of O/T than just a couple of hours a week!

So how does your office cope?
We've heard from the SPS implementation bloke that all offices apart from ours have now got at least 2 duties in the callers office to deal with it - rumour or true?

Our only other course to take is to lodge a bullying and harrassment case on the grounds of unfair workload - but that's really a last resort.

All suggestions appreciated....

[Gold Fox]

Our callers office open to public form 8am - 6pm ( expect Saturday ) and one person at a time .. so we can just about coup but with Local Collect starting .. we do not know ?? Improve system will start on next Monday morning.

[Andy51]

I'm afraid it's suck and see management they won't put the hour's in been on course with fellow enquiry officers saying it is a disaster we are quite good at our office we don't want it

[alliasjay]

Shame they just can't give you another staff member in the callers office. They just about manage with 3 perm staff in there at all times, large enough office though.