It all starts with trust

Trust between colleagues and good communication are the secret to Swindon Mail Centre’s success, with the unit achieving an impressive 20 points boost in its 2019 employee engagement score.

‘As a centre, we communicate well,’ said collections driver Ann Egan. ‘It’s important to remember it’s down to colleagues as well as managers.

‘So if I’m off on holiday, I’ll always make sure my replacement driver is aware about any potential issues on the route such as dogs, cycle paths or elderly customers.’

To make knowledge sharing and continued improvement easier, the team has put more emphasis on its weekly Worktime Listening and Learning (WTLL).

These sessions are now not only a chance to learn about what’s going on around the business, but also an opportunity to share ideas and give feedback.

‘I’ve seen big improvements,’ said Ann. ‘We all work different shifts, so WTLLs are a chance to listen and be heard.’

Collections driver Steve Franklin agrees these sessions are a great way for colleagues to stay informed. Trust, though, is equally important.

 ‘At the end of our WTLL he asks every single one of us if we have issues,’ said Steve. ‘Everybody gives feedback, he listens to our concerns and then he goes away and tries to solve them.’

As a system, it’s certainly proved its worth. The centre has had no access loss – where efficiency and reliability are tested through tagged parcels – for more than 13 weeks, an excellent result.

Trust and good communication are also important outside the unit – both Ann and Steve enjoy a great rapport with all their customers.

‘My round is mostly rural, so you definitely get to know the locals,’ said Ann. ‘People know me by name and ask after me if I’m off for any reason.’