‘All hands to the deck’

At the start of the pandemic, due to businesses closing and staff being furloughed, many customers needed us to transfer their mail to other destinations, whether that be home addresses or alternate business premises.

The main function of our business Redirections service is to allow customer’s mail to move with them. Press play to hear how the Redirection and Keepsafe team at Stoke Contact Centre have been helping to get businesses back on their feet.

‘The types of calls have changed,’ said advanced customer advisor, Carlene Ellis. ‘Initially, it was all about the setting up of Redirections.

‘We had to introduce a new online application process for the first time ever, as previously it was customers sending their forms to us in the centre. As our teams prepared to work from home, we didn’t have the resources to input them.’

Team leader, Emma Clover, said: ‘We’ve seen an awful lot of businesses that have needed to keep going, but had to close their buildings down and operate from home or an address where their staff could socially distance.

‘We spent a lot of time quickly getting businesses up and running, getting their mail to them and helping them keep the economy going.’

Business Redirections

For business customers moving from one business premises to another, or for businesses having to close temporarily or permanently due to Covid-19, we help get their important mail delivered to a preferred address. Click here for more.