Engagement taking off
The team at London Airport Mail Unit (LAMU) saw a marked improvement in their engagement score this year, rising from 65 to 70.
When unit manager, Kerry Richards received last year’s Employee Survey results, she decided to hold focus groups to find out about the priorities for the 130-strong team at Heathrow Airport and help compile the site’s action plan.
‘We found that colleagues needed help to understand the questions they were being asked, especially because we have lots of nationalities working here,’ she said. ‘So, we went to each Worktime Listening and Learning (WTLL) session, along with our CWU reps, and explained the questions one by one. It was really well received.’
As part of their action plan and in response to colleague feedback, lots of small improvements have been made to their working environment including new scanners, which have been rolled out that are smaller and easier to handle.
‘Our current building is old and not the best working environment,’ said Kerry. ‘We have reorganised the floor space and made lots of small improvements including new signage, new garden furniture and new toilet seats. We have also fitted new security barriers and revamped the welfare area.’
The team works in a very open warehouse with 20 shutters open most of the time so Kerry had the team’s uniform changed to outdoor wear to give them the warmer clothing while they’re working. She also added additional heating to the warehouse tea area.
Communication and collaboration are very important at LAMU. Kerry believes it is important to discuss changes and issues openly with the team. ‘I try to attend each team’s WTLL session once a month,’ she said. ‘It’s a very open session where we share feedback and I take away any actions.’
LAMU postman, Parminder Mangat, shared his feedback on changes over the past year: ‘There’s a real community spirit here. We help each other, do fundraising and celebrate events together, and Kerry is very supportive of that.
‘She makes time for everyone and has made so many improvements possible over the past year. She has made a huge difference as our manager.’
