Sweet success

At the beginning of this year, Leighton Buzzard Delivery Office found themselves in the lowest quartile of the Vital Few.

Languishing in position 1,260 in period one, OPL Matt James and Customer First Business Partner Sam Exton knew the unit needed some serious attention if it was going to turn its fortunes around.  

The inclusive management style of Customer Operations Managers (COMs), Paul Julian and Adam Walk, was identified as the perfect match for the needs of the Leighton Buzzard team.

Paul and Adam were transferred to Leighton Buzzard – Adam in March and Paul in late July – and by period five the previously underperforming unit was sitting at position 345 in the rankings.

The figures tell the story of the hard graft and teamwork that have transformed the unit in less than six months, helped in no small part also to Day Off Cover Manager Nick Tomlin, ‘who has played a huge part in improving our Tracked results and vehicle checks,’ according to Paul.

So, how else did they get there?

‘I think Leighton Buzzard really needed a great big hug,’ laughs Matt.

‘From receiving complaints they are now sitting at position 345 in the Vital Few. COMs Paul and Adam have a great know-how and knowledge of the tools and systems we use. And their approach is to treat people how they want to be treated.

‘I knew that approach was what Leighton Buzzard needed. The team are happier – and we now have the opportunity to have a great Peak period – which is not where were this time last year.’

Paul – previously based at Wimbledon Delivery Office - cites positive engagement as the keystone to turning the unit’s fortunes around quickly.

‘When I arrived, I shook hands with every member of staff,’ says Paul. ‘I’m a manager who values being on the floor and not hiding in the office, and I’m only in the office once staff have gone out.

‘I also make sure to give positive feedback to the team in meetings on a Tuesday. People need to feel good about themselves to achieve.

‘I’d like to thank all the team here for their hard work and dedication. They should be really proud of what they’ve achieved.’

Leighton Buzzard - the figures

Period one ranking: 1,260

Period five ranking: 345

Tracked T24: Up 612 places - 4.4% improvement

Tracked 48: Up 691 places - 4.5% improvement

Radio Frequency Identification loss: Up 476 places - 18.4% improvement

WIPWH: Up 787 places - 13.4% improvement

Net Promoter Score: Up 649 places - 11.2% improvement