New-look callers offices announced

[POSTMAN]

https://www.myroyalmail.com/news/2014/0 ... -announced" onclick="window.open(this.href);return false;



To maintain the highest level of service to our customers, we are improving customer service points at a number of delivery offices across the UK.

The improvements include installing new open-plan customer service counters. We have removed glass screens to create a modern, lighter and brighter environment to serve customers.

At a number of offices, we are also trialling a new customer service point IT system. This will improve the tracking of mail that is brought back to the office because a customer was not at home and/or it could not be left with a neighbour.

The system will also help us to identify returned items more quickly and reduce waiting times for customers collecting these items.

The customer service points will also keep customers updated on new Royal Mail products and services, as well as offer useful tips and posting advice.

Training

We are providing training for those who work in customer service points in many delivery offices.

Nearly 3,000 people have already undertaken this training, helping them to serve customers more efficiently.

Chief customer officer Mike Newnham says: ‘We are proud to operate in the heart of communities across the UK and are delighted to be able to serve our customers from these new-look offices.

‘Whether we have moved our delivery operations into a new building, or have refurbished an existing site, these improvements to our delivery offices will help us to continue to provide a consistent and high quality service to our customers.’

Improving offices

The upgrade programme covers 45 delivery offices. These are:

Bradford North
Bristol South East
Bromley
Cricklewood London
Donegal Quay Belfast
Glaisdale Parkway Nottingham
Grimsby
Hayes
Hull City
Leeds City
Manchester South
North Tyneside
Preston Central
Sheffield North
Shirley Southampton
Stockport Central
Taunton
Weston Super Mare
Londonderry
Newcastle-under-Lyme
Pontypool
Croydon
Sutton Coldfield
Swindon
West Brompton London
Chelmsford
Antrim
Islington London
Debden Essex
Llangefni
Blackpool
Cambridge
Darlington
Gloucester South
Leicester
Middlesbrough
York
Fulham London
Kitts Green Birmingham
Bournemouth
Weymouth
Orton Southgate Peterborough
Carnforth
Edinburgh North West
Dundee Central.

[ganda]

we've got ours, doesn't provide alot of cover when a customer gets stroppy...

[doorstepped]

good luck trying to fit that in our callers office.

the customers have got a space 6" x 2" to queue in lol

[Whysoslowyehcfc]

Agreed by idiots who have never worked in the callers, wait until someone gets hurt, sue Royal Mail and watch the glass go back up

[fmrPOSTIE]

Looks bright and modern. Virtually no one apart from banks have glass screens now so that's not really an argument - there should be sufficient width to stop people lunging out etc across the counter. Some callers offices look hideous and are stuck in the 80s! So I think it's a good move

[Brain Fury]

I've been in two or three of the new ones and customers seem to like them.

[TrueBlueTerrier]

I've been in two or three of the new ones and customers seem to like them.

Its alright to make these changes and improve the look of callers offices, but if its (excuse the vernacular) just polishing human waste then no matter how pretty the scenery you are still going to get problems, confrontation and complaints. Callers offices suffer not from lack of dedication or knowledge on the part of the staff. But from the lack of managerial and colleague support, lack of enough skilled staff, and complete failure to understand the particular pressures and working environment these failings generate - even amongst ordinary delivery staff.

Our own colleagues are sometimes the cause for a lot of the problems in a callers office which is why I have always thought that part of the training for delivery staff should be at least 1 day in the "Room of Doom".

[dvbuk55]

Ours was done 3 years ago but we retained the glass screens not from a customer perspective but because of security of the building, kick in the glass door on the outside of the building and you'd be straight into the Locker with all the holdover SDs. Previous to the makeover we had 2 serving hatches and now we have one obviously brilliant planning because not only are the customers queuing for their parcel but also the staff trying to serve them.

[celerycelery]

Why they spending all this dosh on callers offices when they are near enough forcing us to deliver to neighbour etc so as not to bring anything back? Be no one picking anything up if we all got rid first time and the place would be empty!!!!

[Mr_Pink]

Our own colleagues are sometimes the cause for a lot of the problems in a callers office which is why I have always thought that part of the training for delivery staff should be at least 1 day in the "Room of Doom".

Couldn't agree more, Ive done a couple of stints in the callers office, and it certainly made me appreciate how important correctly filling in a P739 is along with leaving a little clue as to what the packet looks like.

[dvbuk55]

Why they spending all this dosh on callers offices when they are near enough forcing us to deliver to neighbour etc so as not to bring anything back? Be no one picking anything up if we all got rid first time and the place would be empty!!!!

Since the advent of deliver to a neighbour there has been a marked difference in the amount of returns to the callers.

[wacko74]

Our own colleagues are sometimes the cause for a lot of the problems in a callers office which is why I have always thought that part of the training for delivery staff should be at least 1 day in the "Room of Doom".

Couldn't agree more, Ive done a couple of stints in the callers office, and it certainly made me appreciate how important correctly filling in a P739 is along with leaving a little clue as to what the packet looks like.

Do you mean your callers office doesn't log and number all returned pkts??

[Mr_Pink]

Our own colleagues are sometimes the cause for a lot of the problems in a callers office which is why I have always thought that part of the training for delivery staff should be at least 1 day in the "Room of Doom".

Couldn't agree more, Ive done a couple of stints in the callers office, and it certainly made me appreciate how important correctly filling in a P739 is along with leaving a little clue as to what the packet looks like.

Do you mean your callers office doesn't log and number all returned pkts??

No what I mean is OPGs not filling in 739s properly, not marking whether the item is a special, tracked, signed for, letter or parcel etc. Not putting the date on the 739, small things that take 2 seconds.

[Gold Fox]

In our enquiry office we logged :
(1) Packets ( parcels)...incl. recored and trackers.
(2) Recorded letters
(3) All specials ..
(4) Keep record of surcharge items
(5) Keep record of customs

Today : Logged items 246 (total).

N.b: We keep full record of returned items ( with address) and keep record for last 6 months.

[Terryk]

Here's the new look Swindon Callers Office


Only snag is it is in a separate building from the delivery office and adjoining mail centre and it seems PO BOX mail is taking time to get from one building to another. If it isn't busy the callers office staff are very good and go the five minute walk to find the mail, but you can't expect them to go when its busy or pouring with rain.

Matter has been reported to Customer Services and has now been escalated. From overhearing someone else collecting their mail it appears I am not alone. This is following the merger of two delivery offices in Swindon.