Teamworking in Pwllheli

For a number of years Pwllheli Delivery Office, situated in north west Wales, has been classed as high performing. For the last 17 years, Customer Operations Manager Alan Williams has been at the helm, and it’s no surprise that having continuity and robust planning in place is big on his agenda.

Alan, previously a cluster manager, says: ‘Having a strong plan in place and always thinking ahead is crucial. It takes a lot of time, but planning is key – getting the resource and annual leave pick right so that we’re not stretched gives people on the ground a good start. It’s about not fire-fighting every day, and everyone knowing what they are doing.’

Although a small unit, they are very busy on parcels, having a full Amazon drop each day as Amazon don’t deliver in that area.

Having a team of 34 people, talking to them on a daily basis is really important for Alan and has helped to build relationships.

He says: ‘It’s about giving them responsibility for their own work, coaching and supporting them along the way. Giving them that space and support means working to high standards has become the norm for them.’

Alan’s also proud of the way the team work together.

He says: ‘People talk to each other and there’s bags of team spirit which really helps us achieving good performance.’