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LTB 345/18 - JOINT STATEMENT & TERMS OF REFERENCE BETWEEN PARCELFORCE WORLDWIDE AND THE CWU FOR CUSTOMER SERVICE ACTIVITY ACROSS ALL TEAMS 2018/19

14 Jun 2018, 15:49

LTB 345/18 - JOINT STATEMENT & TERMS OF REFERENCE BETWEEN PARCELFORCE WORLDWIDE AND THE CWU FOR CUSTOMER SERVICE ACTIVITY ACROSS ALL TEAMS 2018/19

No. 345/2018

14th June 2018

For the Immediate Attention of All:

Postal Branches

Regional Organisers

PFW Representatives



JOINT STATEMENT & TERMS OF REFERENCE BETWEEN PARCELFORCE WORLDWIDE AND THE CWU FOR CUSTOMER SERVICE ACTIVITY ACROSS ALL TEAMS 2018/19

Dear Colleagues

Branches and representatives will be aware that PFW operates in an increasingly competitive marketplace where the quality of the customer service provided is a key differentiator. Customers are increasingly demanding timely and relevant information about their consignments, greater flexibility in the approach that PFW takes and expect to have effective communication via all interfaces including social media, telephone, live chat and email.

Appendix B, PFW Customer Review Section of the Agreement between Royal Mail Group and the Communication Workers Union Regarding Guiding Principles of Employment Security and a Mutual Interest Approach to Future Challenges and Opportunities committed both parties to undertake review activity, to ensure that all customer processes and systems are completely joined up to provide the most professional customer experience.

Discussions with the business in relation to a Terms of Reference to enable the review to commence have now concluded with an agreement being finalised. A copy of the agreement, which has been endorsed by the Postal Executive, is attached for your information.

Colleagues will note that the activity will be taking place via our established Table of Success processes, utilising a Customer Service Joint Working Group. Any joint recommendations emanating from the review activity will be subject to further discussions and agreement at National level.

Branches and representatives are requested to ensure that our PFW members are made aware of the contents of this LTB and the commencement of the Customer Service review activity.

Any enquiries in relation to this LTB should be addressed to Davie Robertson, Assistant Secretary, email: dwyatt@cwu.org or shayman@cwu.org quoting reference number: 134.02.

Yours sincerely



Katrina Quirke

Acting Assistant Secretary

LTB 345-18 – PFW TOR Customer Service Review – 14.06.18Attachment 1 – Joint Statement – Customer Service – 14.06.18 http://emails.cwu.org/t/d-l-bjtyhkt-ztkjiuyil-d/

Attachment 2 – PFW Customer Service Activity – 14.06.18 http://emails.cwu.org/t/d-l-bjtyhkt-ztkjiuyil-h/

View Online http://emails.cwu.org/t/d-l-bjtyhkt-ztkjiuyil-k/

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