Who We Are – Francis

Gatwick Parcelforce collection and delivery driver, Francis Adjei has been recognised in our Who We Are campaign for his amazing customer service during lockdown.

Our Who We Are campaign celebrates our key workers - connecting communities, before and during the Covid-19 pandemic – and beyond as well. We’re recognising people at the heart of our business, across the pipeline, as they describe who they are in their own words.

We want to receive nominations from around the Group for deserving colleagues to be recognised in this way. Send yours to groupcommunications@royalmail.com.

When two parcels, containing food and toiletries, were held up on their way to a 92-year-old customer, the man’s family, who had sent the items, became increasingly anxious for his welfare.

Owing to his age, the customer was self-isolating in his home and unable to leave. He was down to just a single tin of beans and had no other food in the house.

When Hayley Humroy, customer experience manager at London South West (LSW), received an escalation, she called the customer to apologise for the delay. She then took it upon herself to ask Francis for help.

‘I had previously worked as the customer experience manager at Gatwick local depot, before transferring to LSW,’ said Hayley. ‘Francis and I have done some charity work together in the past, and so I knew he’d be more than happy to help – he’s an absolute credit to the company.’

The next thing Hayley heard about the matter was when she received the below feedback from the customer’s son.

‘What can I say. I’m absolutely gobsmacked at everyone’s kindness and willingness to help. I really, really can’t thank you all enough.’

It soon transpired that after completing his delivery route, Francis had then travelled 30 minutes to the customer’s house to deliver a microwave meal, some bread, milk, a Twix chocolate bar and a newspaper, all out of his own pocket, before returning to the depot that evening.

The customer was moved to tears at Francis’s kindness. He received his delayed parcels first thing the following morning.

‘I felt very happy about helping this customer,’ said Francis. ‘It was very emotional. I almost started crying myself. It’s so unfortunate that we’re all living in such unprecedented times. I’m just pleased I had an opportunity to help someone out.

‘I’ve been driving for Parcelforce since September 2005. I deliver to customers and businesses in and around Arundel, West Sussex. My customers are lovely. I see them every day, so they feel like family. I love my job because it gives me a great work-life balance.

‘I’m fortunate to be working with a great team of people in Gatwick Depot. I work with some really good-humoured, motivated and dedicated colleagues. We have the same vision and we all work towards the same mission. Most importantly, we bounce off each other all the time, which is great.’

Gatwick collection and delivery manager, Jon Buttle, said: ‘Everyone at Gatwick is immensely proud of Francis.’