Eastbourne excels
When Siv Djavanzad joined Eastbourne Delivery Office as Lead Customer Operations Manager (COM) during Peak in 2023, the unit was facing ‘significant challenges’.
Staffing shortages, vehicle issues and structural concerns left over from a previous revision all needed his attention to bring the unit back to its best.
‘These hurdles directly impacted our service quality and morale during Peak 2023,’ says Siv. ‘However, through a concerted effort from the whole team, we’ve made remarkable progress.’
The unit’s average Quality of Service jumped from 78% during Peak 2023 to 94% in Peak 2024. Despite delivering all their Tracked items on Christmas Eve 2023, they struggled to clear all the mail on hand. Fast forward to Christmas Eve 2024 and they cleared everything.
The improvements in service between 2023 and 2024 is testament to the dedication of Eastbourne’s staff, says Siv.
‘With Duncan Warren, our experienced COM, and the tireless support of around 110 staff, we’ve managed a demanding workload that now includes 66 delivery duties, eight Dedicated Parcel Route (DPR) duties and a fleet of 43 vehicles,’ he said.
‘The improvement in service quality, despite handling an increased volume of Tracked items, demonstrates the success of our collective efforts. Recruitment was key, with over 20 new colleagues joining the team to help alleviate the staffing shortages. Our fleet, too, has seen remarkable improvements, with Gary Thornton (Fleet Coordinator) ensuring that compliance and maintenance are top priorities. We are also working toward incorporating electric vehicles (EVs) into our fleet to help meet our environmental goals.
‘We were also proud to host two local MPs at the Eastbourne Delivery Office during that time. The visits marked a clear shift in the conversations we had. In Peak 2023, I met with Caroline Ansell MP, and much of our discussion focused on addressing the challenges we faced. By Peak 2024, when I met Josh Babarinde MP, the tone had shifted. The focus was on the significant improvements made across the unit, and Josh expressed his deep respect for the team’s efforts. His appreciation was so great that he returned on Christmas Eve to thank the team personally and present the final Peak recognition scheme prizes.
‘I would like to say ‘thank you’ to everyone for their hard work and commitment. I look forward to sharing these achievements with the wider organisation and celebrating the success we’ve built together.’
