Customer Services 2010/11 - Half Year Incentive Scheme Bonus

[TrueBlueTerrier]

LTB 1035/10 - Customer Services 2010/11 - Half Year Incentive Scheme Bonus Payment

No: 1035
Ref: 301a
Date: 24 November 2010

TO: ALL BRANCHES WITH POSTAL MEMBERS

Dear Colleague

CUSTOMER SERVICES - 2010/11 HALF YEAR INCENTIVE SCHEME BONUS PAYMENT

I am pleased to advise our members working in Customer Services, including the Address Management Unit (AMU), that the 2010/11 half year (Apr-Sep) bonus payment will be £325 (pro-rata for part-time members). This payment will be made with November salaries.

The following Joint Statement has been agreed with CS in relation to the bonus payments:

"The incentive payment for the first half of 2010/2011 will be £325 (pro rata for part time employees). This payment will be included in November salaries.

Royal Mail's half year results were very poor, and there is an extremely challenging financial outlook for Royal Mail. Against this difficult backdrop, you will receive £325 (pro rata for part timers). Hopefully, this will explain why the payment is less than last year. Thanks to your continued efforts the payment is, however, better than it may have been.

We hope the £325 payment, combined with benefits from the recently endorsed Pay and Modernisation agreement will go some way towards helping you at this expensive time of year.

We are extremely grateful for your continued hard work serving our customers, who we need to keep at the forefront. Our emphasis needs to be on helping our customers during the busy Christmas period, to ensure they get the very best from Royal Mail into the New Year. This is the best way to maximise the full year incentive scheme payment available to you.

With very best wishes, and our thanks

Lee O'Bryan Andy Furey
Deputy Director Assistant Secretary
Customer Services CWU"

Our members may be disappointed that this figure is less than last year's bonus which was £400. Primarily this is due to the significant drop in Royal Mail's half yearly results; although, whilst the financial challenges remain for Royal Mail going forward, there is still the opportunity to reach the maximum bonus potential of £1000 for the full year should performance improve over the second part of the year.

Branches with members in Customer Services are urged to ensure that this information is brought to the attention of our members. All enquiries on the above should be addressed to Claire Bowers on cbowers@cwu.org or 020 8971 7361.

Yours sincerely

Andy Furey
Assistant Secretary

[TrueBlueTerrier]

Please dont quote the whole post when yours is the first reply its pointless and means more mouse travel.

BTW I have done customer care outside of RM and its the worst job I ever did, they will get abuse all day, they won't be able to make decisions and this pisses the customers off even more. I honestly believe they deserve it after its in their contract and we would scream blue murder if we did not get something we were entitled to.

BTW nice attitude slagging of fellow workers who get paid less than we do. From their point of view we could be overpaid as all we do is walk around delivering little bits of paper.

Given the choice of being a postie on around £9 per hour, or a Phone Drone on the same (remember they get less) then I would always choose being a postie its an easier life.

[minx]

Hi posties ,
Yeah we do sit at a desk but the abuse we take is obscene, and most of it is customers that have done something silly or just missed a delivery , however if our posties think we in customer services are lazy then perhaps i wont defend them any longer, perhaps i should now send cleos to delivery offices for all complaints ,or refer custs to head office Sorry i object to being called lazy

[DGP1]

Hi posties ,
Yeah we do sit at a desk but the abuse we take is obscene, and most of it is customers that have done something silly or just missed a delivery , however if our posties think we in customer services are lazy then perhaps i wont defend them any longer, perhaps i should now send cleos to delivery offices for all complaints ,or refer custs to head office Sorry i object to being called lazy

The last time my wife phone CS they just hung up on her fortunatley she had already got a reference number from security helpdesk

[clashcityrocker]

Hi posties ,
Yeah we do sit at a desk but the abuse we take is obscene, and most of it is customers that have done something silly or just missed a delivery , however if our posties think we in customer services are lazy then perhaps i wont defend them any longer, perhaps i should now send cleos to delivery offices for all complaints ,or refer custs to head office Sorry i object to being called lazy

Only a moron would call you lazy. You do a wonderful job and I'm sure you deserve your money.
My sister used to work in Customer Services and I had a completely unblemished record for that period.

[steekvey]

Hi posties ,
Yeah we do sit at a desk but the abuse we take is obscene, and most of it is customers that have done something silly or just missed a delivery , however if our posties think we in customer services are lazy then perhaps i wont defend them any longer, perhaps i should now send cleos to delivery offices for all complaints ,or refer custs to head office Sorry i object to being called lazy

The last time my wife phone CS they just hung up on her fortunatley she had already got a reference number from security helpdesk

It certainly isn't the norm to hang up on someone as there is no point, if you were to hang up another call would come straight through, the call flows are designed so that from start of shift to end you don't one second to yourself (apart from your scheduled breaks), also deliberately hanging up on somebody can be classed as gross misconduct (somebody was recently suspended for doing this and is likely to get sacked).

[TrueBlueTerrier]

Hi posties ,
Yeah we do sit at a desk but the abuse we take is obscene, and most of it is customers that have done something silly or just missed a delivery , however if our posties think we in customer services are lazy then perhaps i wont defend them any longer, perhaps i should now send cleos to delivery offices for all complaints ,or refer custs to head office Sorry i object to being called lazy

The last time my wife phone CS they just hung up on her fortunatley she had already got a reference number from security helpdesk

It certainly isn't the norm to hang up on someone as there is no point, if you were to hang up another call would come straight through, the call flows are designed so that from start of shift to end you don't one second to yourself (apart from your scheduled breaks), also deliberately hanging up on somebody can be classed as gross misconduct (somebody was recently suspended for doing this and is likely to get sacked).

When I was a customer service advisor we sometimes got accused of that and it would turn out just to be a fault on the line that caused it to drop out. Usually happened at peak times as well so it can be down to the overall traffic situation on incoming calls. Never ever liked the Force Feed method of call handling it does not give you time to finish any admin or even just to switch off from a particularly bad call.

[smok3y666]

Nice that people in the business get £325 bonus for sitting on their arses dealing with pissie customers while we run the streets in all weathers getting £100 bonus!

Dick

[DGP1]

Nice that people in the business get £325 bonus for sitting on their arses dealing with pissie customers while we run the streets in all weathers getting £100 bonus!

Dick

If you have one of these do you get a bigger bonus (and is it pro-rata ).