Hockley speaks out

The team at Hockley delivery office has been acting on feedback from last year’s Employee Survey by sharing more information about the market and competitors and keeping the team up-to-date on their own performance. 

Delivery office manager, Laura Bardsley, said: ‘One of the big pieces of feedback from last year was that many people don’t really understand why our business needs to change. They also wanted to know how we’re performing as a unit.

‘We’ve changed our Worktime Listening and Learning (WTLL) sessions so that they’re more of an open discussion and colleagues can ask about anything that’s on their mind. We talk more about how customers are changing and what our competitors are doing. And we also share our scanning metrics every day so that everyone knows how we’re doing.’

Hockley’s culture and customer scores improved significantly in last year’s survey and Laura is proud of that momentum. She said: ‘I think it’s really important to listen to everyone and to just say thank you when people do a good job. Everyone likes to feel valued for what they do.’ 

Jon Porter, who works in the customer service point, added: ‘We have our Employee Survey board on display and Laura keeps it up-to-date so we know how we’re doing. The atmosphere in our office is very open.

‘We all have a chance to have our say and we help each other out. That’s really down to our manager. Laura’s made a real difference to our office in the two years she’s been in charge.’ 

In the run up to this year's Employee Survey, which opens on 25 February, we're highlighting what teams across the business have been doing over the last year to help make Royal Mail an even better place to work.

Read about Yate delivery office, Barnard Castle delivery office and Fleet’s Commercial team, with more stories to come.