LTB 238/21 - Royal Mail: Customer Experience - Pathway to Change

[POSTMAN]

https://www.cwu.org/ltb/ltb-238-21-roya ... to-change/

LTB 238/21 – Royal Mail: Customer Experience – Pathway to Change
No. 238/2021

11th June 2021



Dear Colleagues

ROYAL MAIL: CUSTOMER EXPERIENCE – PATHWAY TO CHANGE

Further to LTB 217/21 dated 25th May. We previously reported that high level negotiations linked to the Pathway to Change agreement are ongoing with regards to a better customer offer which includes extended opening hours across our Customer Experience sites. In this regard, please see the attached Joint Statement.

It should also be noted that we are engaging with CE management to develop the change plan for the coming year and as such we are in the process of establishing 6 Joint Working Groups (JWG) for each of the following strands:

Customer Care
Customer Claims approach
Home working and property review
Resourcing and Opening Hours
Technology
Training

Each JWG will have two of our CE Reps directly involved and the aim will be wherever possible for agreed recommendations to be made to the National parties to aid our negotiations. Our Reps have been briefed on this initiative and have indicated a preference for which JWGs they wish to be involved in and we have fully met those preferences.



In closing, I wish to emphasise that we have agreed the following extended opening hours for the CE operation to ensure a better customer offer:

Monday to Friday 7am – 8pm Saturday 8am – 4pm Sunday 9am – 4pm

I would like to thank our CE Reps for their involvement and support in these activities.

Yours sincerely

Andy Furey

Assistant Secretary

Attachment 1 – Jun 21 JS – Change Programme – final