Back on their feet
Richmond Delivery Office set their sights on success and have turned their performance around in less than a year – Customer Operations Manager, Ian Lake, explains how.
The team at Richmond has recently moved up the Vital Few rankings by 1,054 places in less six months. How have you achieved this?
It is very much a team effort and everyone in Richmond has worked hard and played their part in helping the office get back on its feet, clearing again. I have had fantastic support from my trainee/deputy Jason Deep Bains, who has been invaluable in supporting both myself and the office. We have forged great relationships based on appreciation and mutual respect, which makes Richmond an incredible place to work. Personal engagement, along with realistic expectations and treating people fairly has been key in improving morale.
What would you say are the top three actions that have been the most critical to your success?
Having a daily resource plan has been key so that everyone knows where they should be, what they should be doing and when. Listening to the team, taking on board their suggestions and solving any problems no matter how small - after all it’s their office and they know it better than me! Awareness of league tables and the positioning of the unit versus others – for example, highlighting blended compliance measures showing where we were and putting the challenge out there to take ownership and pride to become one of the best delivery offices giving customers an outstanding, reliable service.
Tell us a bit more about your team.
Currently we have 56 colleagues, a third of whom are newbies. We’ve got a lot of experience in the office and some great people who are willing to give guidance, so the new recruits are learning from brilliant, experienced posties - some with around 40 years’ service. We’ve also got three new workplace coaches who are keen to make a difference. We’ve a real mixture of characters, but it is a cocktail that works when you appreciate them.
How are you preparing for Peak 2024?
Plans for early sorting, parcel routes, staggered start times and PM deliveries are all in place and we are all looking forward to it!
As a new manager to the unit in Richmond, how do you engage with your team daily? Are there any ‘must do’ things that you do every day?
It sounds simple but I start by saying good morning to all as I walk the office, so they all know I’m in, have a chat and take an interest in what is going on with people. They all know I’m approachable and easy to find… I’m never in my office and always on the floor until they leave for delivery. Throughout the morning I’m there to support, deal with any requests and help them all in whatever way I can. People engagement is of paramount importance to me as, without our people, we haven’t got a service.
