Bonus for Customer Experience staff

[Labdog99]

Anyone have any info. about this ? Just seen it on Facebook !

[TrueBlueTerrier]

Letter to Branches




No: 346
Ref: 401
Date: 21 May 2013

TO: ALL BRANCHES WITH POSTAL MEMBERS


Dear Colleague

CUSTOMER EXPERIENCE – 2012/13 FULL YEAR INCENTIVE SCHEME BONUS PAYMENT

Six Month Bonus Payment
I am pleased to advise our members working in Customer Experience (CE) will be receiving a six month bonus for 2012/13 for October-March period – this bonus is £425 (pro-rata for part-time members), and will be paid in May salaries.

The £425 is on top of the £500 previously paid for April – September period. This, therefore, makes a full year bonus payment of £925 which should be viewed against a potential maximum of £1000. All payments are pro-rata for part-timers. Please see below an agreed joint statement.

Dear colleague

CUSTOMER EXPERIENCE HALF YEAR INCENTIVE SCHEME PAYMENT

We are pleased to advise you that the incentive payment for the second half of 2012/2013 to be paid with the May salaries is £425 (pro rata for part time and term time employees). We believe this will be very welcome news.

Combining the first half year payment of £500 with the second half year payment of £425 this means your full year payment is £925 (pro rata for part time and term time employees). This compares favourably to last year when £850 was paid.

These payments reflect a good year, and is based on the following Customer Experience measures:  We achieved our targets for cost, complaints, both business and consumer grade of service and customer satisfaction. However, we missed our sick absence target


This bonus payment follows the Modernisation lump sum payment of £350 in April salaries, which we trust was also good news.

Looking forward, we continue to increase our focus on improving customer satisfaction for both our business and consumer customers. As ever, and as part of our emphasis on employee involvement and engagement which we have in place, we look forward to your involvement in making improvement ideas and your active participation in putting them into practice.

We have started constructive discussions about pay, and will keep a close watch on developments elsewhere in Royal Mail. We will update you when we have substantive information to share with you.

Your involvement and contribution is valued in making Customer Experience and Royal Mail successful, and we hope this news as well as the recent Modernisation lump sum reflects this.

With very best wishes, and our thanks

Lee O’Bryan Andy Furey
Customer Experience CWU


It should be noted that for 2012/13 the combined bonus payment of £925 compares favourably with 2011/12 when the full year bonus was £850. No doubt this information will be well received by our members working in Customer Experience.

Please direct any enquiries to csinclair@cwu.org

Yours sincerely


Andy Furey
Assistant Secretary

[Stella102]

where is our postman bonus !!!!!!!!

[halfull]

what is Customer Experience?

[TrueBlueTerrier]

where is our postman bonus !!!!!!!!

Unite colleagues/CMA Members back pockets

[TrueBlueTerrier]

what is Customer Experience?

Afternoon Deliveries, unhappy posties, rising prices ..........

[Judgee]

what is Customer Experience?

Afternoon Deliveries, unhappy posties, rising prices ..........

Damn you TBT you beat me too it!

[spoodoo]

Marks n spencer staff one again get a yearly bonus even though their profits are down ,,

[human1]

Who is going to get this bonus? Enquiry/Callers office staff ??

[TrueBlueTerrier]

Who is going to get this bonus? Enquiry/Callers office staff ??

No they come under the OPG grade and are in deliveries.

This a catchy name for the "Customer Services Team" who incidentally as far as I know are on a lower hourly rate than we are. The ones that get the flack from customers who call when they don't get their letters/packets etc.

Having done CS work I think they deserve this completely. Forced calls, strict guidelines they cannot go beyond, specific scripts they can't deviate from, a target on the number of calls they take per hour/day/shift and having to explain why they missed it, being listened to by managers and receiving training when they don't follow procedure or go outside the script. At least they don't have to cross sell though.

Its a stressful job, but one everyone thinks they can do till they actually have too, a bit like being a postie in that regards.

[RedBagMan]

Who is going to get this bonus? Enquiry/Callers office staff ??

Don't think so ... that's the "Real Customer Experience" rather than the "B*ll"x Customer Experience" ...