Royal Mail Courier Autumn 2021 by Linney

Why we’re here

Update | Inspire | Celebrate

OUR NEXT GENERATION

mybundleplus.myroyalmail.com

courier@linney.com

Meet the teen recruits ready for life with Royal Mail

AUTUMN 2021 The Big Interview

My Royal Mail tale

Destination: Barnsley

Quality’s key as we prepare for Peak

I ditched big business to be a postman

Dedicated to delivering in tough times

WIN! Overnight stay in London + theatre tickets

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Partnership & Matching benefits For every five shares you buy (‘Partnership Shares’), the Company will give you one ‘Matching Share’ for free, up to a maximum of two Matching Shares per month. ✔ Flexible: You can stop, restart or change your investment at any time. ✔ Tax benefits: It costs less to buy shares from your gross pay, as long as you keep them for five years. For most basic rate tax payers, a £50 monthly investment will only cost £34. ✔ Dividend payments: Your shares will qualify for any future dividends that Royal Mail pays.

To find out more or to start investing Log into mybundle. rewardgateway.co.uk or scan the QR code and click on ‘My Shares’

WIN! an Apple Watch SE worth £250 on

Be a Workplace winner! For the chance to win an Apple Watch or one of four £20 Amazon gift vouchers, join the MyBundle Workplace group by Friday 15 October and post #shareforshares before signing up for the scheme. Visit myroyalmail.com/Workplace for five simple steps to join. *Remember: any investment you make in shares is a risk. Share prices can go down as well as up. You could lose your investment. Owning shares is not for everyone. Before deciding, you may want to get independent financial advice. Royal Mail and Equiniti, the scheme administrator, cannot provide this advice.

AUTUMN 2021

Let’s show our customers what we can do Team, as I’ve always said, we own ‘trust at the doorstep’. It’s magical, it’s uniquely ours and it’s down to your hard work. Thank you. Delivering everything on time is fundamental to building trust. We’re approaching the Peak period for our business – the most important and exciting time of the year for us and a great opportunity to show all of our customers what we can do. They gave us some leeway through the pandemic, as did our regulator. But they now expect the same quality of service they received before Covid-19.

THOMPSON TRAVEL Simon’s visited almost 90 delivery offices, Parcelforce depots, mail centres, workshops and offices already this year – from Belfast to Norwich, Plymouth to Glasgow.

JANUARY

APRIL

JULY

FEBRUARY

MAY

AUGUST

MARCH

JUNE

SEPTEMBER

WELCOME

This is the customers’ view for all industries, not just Royal Mail. Many offices are already back on track – but we need everyone on track. That means great quality for letters and for parcels. As I’ve said many times before, it’s all about the team. Clearing your own frame is fantastic, but can we please work as a team to help clear the whole office? Every day? As well as quality for our customers, we also want a quality environment for our team. By now you should have a new PDA – the Parcelforce rollout starts in January. We’re fixing 100 offices that need urgent repair. We’ll soon have 100% electric delivery vehicles in at least 40 offices. We’re accelerating parcel automation so we can deliver great quality at the right cost to compete in the market. And new uniforms start to roll out very early next year. But these things can all be bought with money. What’s even more important is trusted relationships everywhere. The Trust Survey told us that you’re all very clear on what you want from your leaders. Be visible (which means don’t sit in your offices all day), tell us the truth about what’s going on (don’t sugar-coat it), listen to our views and act on them (don’t listen and then do nothing). The great thing about these requests? They’re free of charge. They cost nothing. Trust at the doorstep is magical. Trusted relationships everywhere in our business is essential. By working brilliantly together, let’s go and show our customers what we can do!

SIMON THOMPSON CEO Royal Mail Workplace.com

AUTUMN 2021 COVER Seventeen-year-old Postal Apprentice Chanice Donesha Lundy photographed in Camberwell for Courier on Tuesday 24 August 2021.

10 GET IN TOUCH Share your feedback and stories. CALL 0800 183 0569 EMAIL courier@linney.com

CHANGING ROOMS Uplifting times for 100 delivery offices set for revamps designed to help deliver on our customer promise.

WRITE Courier, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW

IN WITH THE NEW

TEAM

Meet the young recruits ready to hit their rounds as part of our Postal Apprenticeship scheme.

Paul Smith – Editor at Royal Mail Damon Parkin – Editor at Linney Create PRINTING PCP, Haldane, Halesfield 1, Telford, Shropshire TF7 4QQ

ADVERTISING To advertise in the next edition of Courier, email royalmailadvertising@linney.com for details of availability, suitability and rates. Courier is delivered to c.145,000 homes four times a year.

Some photographs in this edition were taken before the business implemented the standard to wear face coverings indoors.

DES

DISTRIBUTION To notify HR of a change of address, employees should email HRSC.Personal.Data@royalmail.com or write to The HR Service Centre, Pond Street, Sheffield S98 6HR Pensioners should write to: Pensions Services Centre, PO Box 5863, HRSC, Pond Street, Sheffield S98 6AB

I O N : BA R N S L T A IN

MAILING MAMS, 4 Middleton Grove, Leeds LS11 5BX

32 DESTINATION: BARNSLEY We spend a day with the award-winning team serving a South Yorkshire town on the road to recovery after a tough year.

URIE

R AU TU

02 MN 2

Meet Robyn Kriese, from Carlisle Mail Centre, who’s a new addition to the Courier team – alongside David Lindsay. Robyn’s been with Royal Mail for five years, with a break to study writing in New York. On page 31, she reveals why our business is the right fit for her and shares top tips for our postal apprentices on page 26. See if you can spot our four other panellists’ contributions throughout this issue.

THIS ISSUE

AT A GLANCE THE PANDEMIC WAS A PERIOD TO REFLECT, A CHANCE TO RE-EVALUATE WHAT’S IMPORTANT.

30 WHY I’M HERE Our new series featuring colleagues who made life-changing decisions to swap careers and take up roles with us.

36 SOMETHING FOR YOU Win West End theatre tickets and an overnight stay in London.

12 THE BIG INTERVIEW

WIN!

Service delivery directors Jane Simpson and Shiona Rolfe on preparing for Peak.

Welcome Hi, everyone. It’s great to be representing Parcelforce Worldwide as a new member of the Courier Editorial Panel. I’m a customer experience delivery manager looking after customer experience sites at Coventry International, Birmingham and Milton Keynes. I became involved with Courier because I felt that Parcelforce has been under-represented and I wanted to do something about it. I see this as an opportunity to share stories about Parcelforce projects and people – like my colleague Claire Scates, who writes about an epic endeavour on page 39. I’m also on a mission to help Courier readers across the wider business learn more about how Parcelforce operates, and the contribution it makes to Royal Mail Group. I’ve never worked alongside a more dedicated and enthusiastic group of people, who all share a collective goal: to offer customers the very best possible levels of service. I’d encourage my Parcelforce friends to share their news and views on the Courier Workplace group and by getting in touch through courier@linney.com – let’s get our stories out there!

DESPATCHES FROM THE FRONT How postcards kept soldiers in touch with home during the First World War.

USING QR CODES Use your smart device’s camera to scan codes throughout this edition of Courier for more features and interviews.

iPhone users with iOS 11 or later Open your camera app, frame the QR code and tap the link. Earlier versions of iOS may require a QR reader app.

Android users If your device doesn’t have a builtin QR reader, download and open a QR reader app and point your camera at the code.

DAVID LINDSAY Courier Editorial Panel member

Workplace.com

AUTUMN 2021

THE BIG PICTURE

THE BARBICAN, LONDON. TUESDAY 10 AUGUST, 2021 Postman Pal Krishnan on his round through the Grade II listed Barbican Estate. This icon of British ‘Brutalist’ architecture was built on a Central London site that was almost completely destroyed during the Blitz, the Second World War German bombing campaign on the UK. Pal and his fellow Mount Pleasant posties deliver to 4,000 residents at 2,000 Barbican addresses.

Autumn 2021

Workplace.com

GOOD TO KNOW

ROUND-UP Your benefits update lands in September Royal Mail Pension Plan members will receive a personalised annual benefit illustration at home by the end of September. It will show the benefits built up since April 2012. Capita will provide an update covering everything built up in the Royal Mail Statutory Pension Scheme before April 2012. Members can combine the two for the full figure. FIND OUT MORE Visit royalmailpensionplan.co.uk for more details and a short film to help you understand the benefit illustration.

APP LOWDOWN

APRIL FUELS DAY

ROWLAND HILL FUND

The customer-facing Royal Mail app has passed a milestone five million downloads.

From 1 April 2023, only hybrid and electric cars will be available to order through MyDrive.

The Royal Mail charity has a new online application form. Visit rowlandhillfund.org/ apply-for-help

Enhanced option for Parcel Collect The trial of a service that aims to make Parcel Collect more accessible to customers has kicked off across four delivery offices. Our Bath, Cheltenham, Doncaster and Newton Mearns teams are arriving with preprinted postage labels when they pick up parcels from customers who want to use Parcel Collect but are unable to print their own labels. “The service is proving popular,” said Doncaster Delivery Office line manager Ian Pilmore. “This addition to Parcel Collect can only help grow the product.” The Bring My Label trial has been launched in consultation with the CWU and will run until January. Colleagues and customers will be invited to share feedback.

New pension plan Together with the CWU, Royal Mail has designed a new pension plan. It’s called the Royal Mail Collective Pension Plan and it would give colleagues a wage in retirement and a cash lump sum. If the Collective Plan launches, most people at Royal Mail would stop building up benefits in their current pension plan and start building up benefits in the Collective Plan instead. Before the plan can be launched, Royal Mail will be consulting with the unions and wants to hear what you think of the proposal. You will receive a letter and a booklet through the post that explains what the proposed change would mean for you. Read your booklet to understand the proposed changes and how to ask questions and give feedback. 10

Autumn 2021

Scan the QR code to watch Victoria’s story.

Force for good A Parcelforce first-aider’s training made a life-saving difference when a colleague suffered a major heart attack at work. Parcelforce Hatfield frontline manager Victoria Benson carried out CPR on seriously ill Michael Bradfield for 20 minutes before the emergency services arrived. Michael is recovering well at home.

Basic common sense A new labelling concept will see more barcoded items in our network to help prevent lost revenue. Until now, online business account customers who do not use a shipping solution, apply an unbarcoded PPI to their items. This leads to revenue leakage as we cannot check every item.

LEAD OUR FUTURE Royal Mail is encouraging colleagues to apply for trainee manager and deputy manager courses that could lead to rewarding leadership roles. As a trainee manager in Delivery, or deputy manager in Process and distribution, you’ll develop your skills through on-the-job training and additional pay. FIND OUT MORE You can apply through SuccessFactors or ask your manager for assistance.

The Basic Barcode programme supports 2D barcodes becoming mandatory on RM24/48, First Class and Second Class account parcels and large letters. The labels contain a unique barcode so that each item can be traced back to the posting customer account and reconciled against what they declared. This will help ensure we get fairly paid for all the items we process and deliver.

GOOD TO KNOW

ROUND-UP

A NOVEL HOBBY

Postie Toby’s ripping yarn

Festive roles We’re recruiting flexible Christmas colleagues to help us through our busy festive period. Royal Mail people are encouraged to invite their friends and family members to join us in Delivery, Process and driving roles. Each year, around 20% of our flexible festive workers are recruited through referrals by current colleagues. They can join Royal Mail’s Friends & Family Facebook group or visit jobs.royalmailgroup.com to find out more.

Pickering postman Toby Virgo has published his first novel – a Victorian tale of terror inspired by real-life events and his own colourful backstory. Carter, The Cabman recounts a night in the life of a London horse-drawn cab driver during the time of Jack the Ripper. Before joining Royal Mail in North Yorkshire, Toby ran Edinburgh’s Real Sherlock Holmes Walking Tour and worked on a remote 12,500-acre estate in the Cairngorms. His experiences and the tragic story of his great-great grandfather – a ‘night soil man’ who was crushed to death by his cart – inspired his book, which is set against the backdrop of London’s infamous 1888 ‘Autumn of Terror’. “Being a postie on a ‘Wallington’ shift pattern – working six days a week for five weeks, with the sixth week off – helps me pursue my historical writing,” says Toby. Carter, The Cabman is available as an e-book on Amazon Kindle and as a fully illustrated limited edition hardback at facebook.com/ hansomtimes

WHY I’M HERE Discover why other colleagues choose to live Royal Mail lives on page 30 – and share your story on the Courier Workplace group.

Find Royal Mail News on Workplace and stay up to date Workplace.com

THE BIG STORY

BUILDING OUR FUTURE

First-class upgrades We head to Huddersfield to learn more about Royal Mail’s mission to revamp 100 delivery offices – and discover that it’s just the start. We’re refreshing delivery offices across the country to reflect the changing nature of our business. One hundred sites have been selected to undergo uplifts that will leave them in good shape for the next generation of colleagues and customers. The work will begin this financial year and marks the start of a major transformation mission. Royal Mail is investing in improvements across our estate to create modern working environments that are fit-for-purpose as our business continues to evolve. Martin Gafsen, director of procurement, properties and facilities solutions, said: “We’ve all been aware that delivery offices

UPLIFTING EXPERIENCE Huddersfield Delivery Office is one of the first to benefit from the improvement programme.

have been struggling under the weight of growing parcel volumes. And I’ve known for some time that our delivery offices have needed an uplift. So, I’m delighted that the company is fully committed to this.” The sites selected for the first phase of work have been identified based on the urgency of the upgrades needed. This follows a survey undertaken across the network. More than 50 will be having physical work carried out while the others will undergo a period of planning and design.

IT’S BEEN A BIG IMPROVEMENT. THE CHANGES ARE ALL ABOUT HELPING US WITH THE FLOW OF OUR MAIL. The improvements will deliver more energy-efficient buildings, reflect the change in our mailbag from letters to parcels and enhance the environments for colleagues and customers. Huddersfield Delivery Office is one of our first locations to experience changes having a positive impact on efficiency.

Autumn 2021

DELIVERING IMPROVEMENT Huddersfield postman Shaun Mullarkey is pleased with the progress.

Located in a 100-year-old listed building in the centre of the town, the previous sorting operation was based across the first and second floors. This meant that every morning around 300 yorks were being transported upstairs in a single lift. In April, a new sorting area on the ground floor was created, following the relocation of the Post Office branch, which used to occupy the space. This means 20% of the office volume is being sorted on the ground floor to reduce traffic in the lift and create more space upstairs. “It’s allowing us to get out on our rounds on time and improve efficiency,” explained postman Shaun Mullarkey who’s worked at the site for 33 years. “In the past, there’s often been a 30-minute queue for the lift.”

Central manager John Bryan said: “It’s been a big improvement. The changes are all about helping us with the flow of our mail. We’re seeing less traffic across the site and we’re having less maintenance issues with the lift as it isn’t having to work as hard.” Further improvements in Huddersfield will be discussed in the coming months and more offices in need of work will be reviewed at a later date. “It’s important to our customers and people,” added Martin Gafsen. “I’ve seen some sites and just thought ‘it’s not good enough’, so I know it’s essential for things to change.”

DELIVERING POSITIVE CHANGE The new ground floor sorting area has streamlined the pre-round process.

FIND OUT MORE Scan the QR code for the first 100 delivery offices selected for phase one improvements and to discover the 66 sites being considered for electric charging post installation during this financial year. Workplace.com

THE BIG INTERVIEW

JANE & SHIONA

QUALITY’S CRITICAL AS WE HIT OUR PEAK Service delivery directors Jane Simpson and Shiona Rolfe on how we’re shaping up to face our busiest period. JANE Simpson is our North service delivery director and has been with Royal Mail for just over a year. After more than 20 years in rail, including as chief engineer for Network Rail, she spent four more running infrastructure schemes for Severn Trent Water. Shiona Rolfe has worked in a variety of Royal Mail roles for 10 years, including running our commercial arm. She has been our South service delivery director for 18 months.

Autumn 2021

Music: If it’s live, count me in. I love festivals, being outdoors and watching an eclectic mix of music Film: Truly, Madly, Deeply. It was my partner’s, too – even before we met!

Sport: Rugby union. London Irish is my team and I enjoy T20 cricket

SHIONA

Your last meal would be: Fish from The Hidden Hut in Cornwall. The whole experience there is awesome

QUALITY OF SERVICE

Holiday destination: This year, it’s Adelaide and Barbados for my godchildren’s weddings

JANE

Hobby: I’ve a smallholding with some rescue chickens Holiday destination: I like being outdoors. The Alps for skiing or walking Sport: Rugby union. I’m a Wasps fan and I love the atmosphere at Twickenham games, too Your last meal would be: A fish finger sandwich Proudest moment: Being appointed one of four trustees of the Scout Association

Workplace.com

HEART OF THE OPERATION Jane meets colleagues at South Midlands Mail Centre, in Northampton.

What is a service delivery director? SHIONA: We lead the Royal Mail field operation. So, we’re responsible for collections, processing, delivery and our local distribution teams. We’re here to help field operations deliver our customer promises. JANE: Between us, we lead more than 110,000 people. Our people make the difference, so we must understand how we capture their hearts and minds. We need everyone to be at their best. A single complaint from a customer can ruin our reputation. So, ours really is a people leadership role.

Why is quality so important and where do we need to be? SHIONA: Over the last 17 months, we’ve had to really adapt our operation. As time has moved on so have consumers’ expectations. Our customers now want to see pre-Covid quality in a Covid world, they expect it of us and their customers expect it of them. Let’s also not forget that at the end of August, the Covid emergency period granted by Ofcom came to an end and at that point we needed to be delivering our First Class Quality of Service target.

Autumn 2021

IF WE HANDLE PEAK BRILLIANTLY, IT WILL HELP ROYAL MAIL FOR THE REST OF THE YEAR. Carol Walthew Postwoman, Cupar, Fife CAROL: I’m surprised that the boundary for your areas of responsibility is way down south at Milton Keynes. Do you think the business would benefit from a service delivery director for Scotland? JANE: It’s geographically very different but, if you think about the number of people we have working for us, it’s very similar. So many people live in London and the South East, for instance, so it’s the right split. I absolutely understand the question around Scotland. When I look across my areas – Wales, Yorkshire, Derbyshire, for example – there are some remote regions and we all learn from each other. In Scotland, I have Glasgow and I have a capital city with Edinburgh. Cities like Manchester and Birmingham need to learn from Edinburgh. So, there’s great knowledgesharing across the regions.

What’s your message to colleagues when it comes to quality? JANE: Quality delivers the promises we make to our customers – whether it’s the customer we deliver to or for. If we deliver, we get more growth and more products coming through us. Not one of our posties wants to entertain the thought of the competition doing better than us. There’s massive pride in our brand. We want to be the best and we want to grow in our market. To get there, we must provide a really great quality of service. SHIONA: We’re moving into the busiest period of the year – Peak. It’s busy for us because it’s really busy for our customers. It’s the time of the year they’ll make the most money and they need to be confident they can trust us with their service promise. To be successful we must prepare for Peak by getting our quality where our customers need it to be today. JANE: If we handle Peak brilliantly, it will help Royal Mail for the rest of the year.

THE BIG INTERVIEW

JANE & SHIONA

Chris Robbins Bradford postman and Courier Editorial Panellist CHRIS: Why aren’t we doing more to support the mental health of our organisation and employees? JANE: Having worked for a number of organisations, I think Royal Mail is really good in the space of mental health. We are training more mental health ambassadors. One of the key things is to break down the stigma and get people talking about it. We have some great processes and systems and successful ways of working. Of course, like everywhere, we can always do more.

Workplace.com

Jane: We need everybody to learn from each other and collaborate. Laura Cornish Mossley Hill postwoman and Courier Editorial Panellist LAURA: It’s inspiring to see the two of you in such prominent positions within the company. Having completed the Springboard course for women a few years ago, I’d love to see opportunities to shadow the likes of yourselves made available to quietly ambitious frontline females. JANE: I’m a massive believer in ‘what you can see you can be’. It’s fantastic to have two women at the top of operations. If I look across other logistics companies, there aren’t women at the top. You’ve got to own your development plan, really think about what you need and where you can get it. You have to want and own it – and we’ll be here to support you. SHIONA: There’s a career path for everyone who wants one. Be brave, take risks and be resilient. If you believe you have what it takes, the chances are you do. Take the risk and go for it. 18

Autumn 2021

THE BIG INTERVIEW

JANE & SHIONA

There’s a need to get everyone to an equal level of performance. How do we do that? JANE: We measure against a really broad scorecard. Some areas are excelling in some parts of their scorecard but not others. Then you’ll find the opposite elsewhere. We need everybody to learn from each other, collaborate and apply it to their area. What works in Scotland might not work in Greater Manchester – but it might work in Truro. SHIONA: Nobody comes to work to do a bad job but everybody – including Jane and I – needs help sometimes. We’re all busy and we’re also a community that typically doesn’t shout about its achievements.

Kamil Sterniczuk Stafford postman and Courier Editorial Panellist KAMIL: What knowledge of operations would help a postie in their job? SHIONA: Three things make the biggest difference. Understanding the overall end-to-end pipeline, understanding the products we provide to our customers and, most importantly, understanding what our customers need from us so that you can deliver great service in your role.

We should encourage people to share ideas and then help others to create the time to be able to use them. It’s closing the gap on the range of performance we have so everybody shares in success.

Where can we improve when it comes to trust and a positive culture? SHIONA: Wherever you work, in whatever organisation, people should feel trusted. The stronger the relationships, the greater the trust. But that’s through action – not just what we say. JANE: If the relationships are there and people want to work with – and for – each other, we’ll deliver the best for our customers and ourselves.

What do you enjoy most about your job? SHIONA: For me, getting out and talking to our field team isn’t just part of our job – I class it as a perk of the job. When you spend some time away from the desk, within our operation, you walk away with new relationships and brilliant insights that are priceless. That’s the high point of the job and that will never diminish. JANE: That people element is the best part. The positive reaction you can get from just simply saying thanks makes you realise you’ve made a difference to someone. That can have a positive impact on performance, too. This is what Shiona and I do: we lead people. It’s all about the people. TEAM TALK Jane and Shiona enjoy spending time within our operation.

Workplace.com

2020/21 REVIEW

NUMBER CRUNCHER MAKING IT COUNT Figures taken from Royal Mail Group’s 2020-21 Corporate Responsibility Report. Scan the QR code to discover more about our work and performance this year. Email corporateresponsibility@royalmail.com for more details about any of these topics.

1in 172

£2m raised for Action for Children

jobs in the UK are provided by Royal Mail

33,000

1.7 billion

additional colleagues recruited for the 2020 festive season – with the majority receiving above the Real Living Wage

parcels handled by Royal Mail

76m

£7.2million

items of PPE distributed to Royal Mail people

137,300 people work for Royal Mail across the UK

of community investment

34 % 230,000 of new contracts awarded to SMEs

users have accessed Online Safe Spaces

1.5 bil ion 20

Autumn 2021

53,000 items of PPE delivered to care homes, GP surgeries and social care providers

items of scam mail stopped by Royal Mail at the UK border

400,000 customers offered next-day prescription delivery trial

of business customers say Royal Mail is easy to do business with

31,109 tonnes

of Royal Mail people declare they are a carer

of Royal Mail Group senior managers are women

580

colleagues are Health and Wellbeing Ambassadors

of our employees declare that their gender is different now than at birth

of colleagues identify themselves as lesbian, gay, bisexual or other

£2.8 million

invested in 29 additional HGVs fuelled by Bio-CNG

10,400+ Royal Mail people have used the First Class wellbeing and support helpline

of Royal Mail waste was reused or recycled – that’s 76% of total waste we produced

of colleagues are over the age of 50

97%

of colleagues of Royal Mail Group board members are women (April 2021)

11%

6.5%

13%

565,000

litres of diesel – or 1,440 tonnes of CO2e – saved with the help of telemetry

of UK colleagues are on permanent contracts

78%

of our UK-based light commercial vehicles are fitted with telemetry devices

of Royal Mail colleagues declare they are from an ethnic minority background. employee turnover rate, compared with UK average of 15%

of colleagues declare they have a disability

Lowest reported gCO2e per parcel of any major UK delivery company

99.8% of our cardboard packaging was recycled

Workplace.com

AUTUMN 2021

KAREN NIGHTINGALE WRITES

The only way is ethics Karen Nightingale, head of Group Compliance & Ethics, on looking out for each other and reporting wrongdoing or suspicious behaviour through our confidential Speak Up helpline.

If something’s wrong, it’s about speaking up and trusting the business to listen and act.

You already know that owning trust on the doorstep is how Royal Mail will secure its future. The role we’ve played within our communities during the most challenging period in the recent history of our business (and the world) has enhanced our reputation as a trusted postal operator. But our focus on trust extends far beyond the nation’s letterboxes. It’s at the heart of every delivery office, Parcelforce depot, mail centre and business unit. It’s about looking out for each other. And, if something’s wrong, it’s about speaking up and trusting the business to listen and act. Speak Up is the confidential helpline empowering us to report suspected misconduct, wrongdoing or unethical behaviour that betrays this collective trust. This includes fraud, bribery, corruption, discrimination or favouritism, health and safety violations and environmental incidents. The helpline is independent of Royal Mail to protect your confidentiality. If you report something anonymously, Royal Mail can’t track your location, phone number or any other personal details. However, you can still keep in touch with the progress of your report through a case ID and password. It’s really important you do this in case we need more information from you. If we don’t have enough information, we can’t investigate your report.

And if you do choose to provide details, they won’t be disclosed to anyone without your consent. Speak Up isn’t for personal issues such as grievances or bullying. They’re serious topics with their own dedicated channels for reporting and investigating. In these cases, you can raise concerns with your line manager or through the bullying and harassment helpline. Speak Up’s about exposing malpractice, misconduct, dishonesty or illegal activity. Anyone can raise a concern because we all have a duty to protect our colleagues and property from wrongdoing. Royal Mail does not tolerate any form of retaliation against people reporting concerns and you won’t get in trouble for making a genuine report, even if it turns out to be mistaken. As a business, we’re committed to delivering with ethics, through the highest standards of honesty, integrity and openness. We’ll do this by demonstrating the kind of culture, leadership and behaviours that have established Royal Mail as our industry’s employer of choice. You’re the eyes, ears and conscience of our business. On our mission to own trust on the doorstep, we need to be able to trust each other. And that’s about having the courage to Speak Up when we suspect our culture, values and reputation are in danger. HOW DO I SPEAK UP? Speak to your line manager or call the 24/7 confidential Speak Up helpline on 0800 090 3154 or visit royalmail.gan-compliance.com/p/speakup

Autumn 2021

AUTUMN 2021

BASIL HIRNIAK WRITES

Everyday people Unite (CMA) national representative and one of the Bedford Sunday LAT hub managers, Basil Hirniak, on becoming a seven-day parcels carrier. As a Royal Mail employee, I know it’s important for our business to respond to the growth in parcel volumes by introducing Sunday deliveries. As a Unite representative, I’m committed to a fair rollout of this service for our delivery office managers. Look around. Our courier competitors deliver a Sunday service. As the UK’s biggest, bestknown and most trusted postal operator, we need to be out there seven days a week, too. More consumers are shopping online. They expect their purchase on their doorstep when they want it, wherever they are and whatever it is – clothes, cosmetics, subscription boxes. In fact, recent Royal Mail research has revealed that more than a quarter of UK households are now signed up to a food and drink subscription service and 11% have regular health and beauty product deliveries. These figures are only going one way, and we need to capitalise on changing consumer habits to offset the decline in letters. With the in-flight service that sends messages to PDAs while an item’s already out for delivery, and with our new, improved handheld devices being rolled out, we’re catching up with the competition when it comes to convenience and technology. Now we need to speed up the online retail customer journey. Although we were latecomers to the Sunday party, there’s an appetite among our customers and we need to start thinking of ourselves as a seven-day business while still operating a fiveday working week for our people. At Bedford Delivery Office, we run a Sunday delivery hub service and, like many other managers across the UK, I volunteer to be

included in a Sunday attendance rota on what’s typically a rest day. I’m happy with this arrangement because, firstly, this enables me to plan my month and, secondly, I think we should be out there to capitalise on increasing the Royal Mail Group profile that our customers appreciate – and our competitors dread. As our Sunday volumes grow – and I’ve experienced an increase in recent weeks as more business customers come on board – Royal Mail needs a robust plan of action in relation to delivery staff resourcing and management. To be economically efficient, this is reliant on accurate forecasting to provide appropriate levels of cover for both managerial and delivery colleagues. Because to keep our promises to our customers – and to their customers – we need the right number of people in the right place at the right time. It’s also about delivering workload fairness for our own people. Forecasting will help us flex our resources, so that we don’t cause ourselves problems when our Sunday service fully and successfully embeds. We now have a great opportunity to grow our Sunday service and be a direct threat to our competitors while recognising and acting positively on the fears, needs and desires of our company and our people.

If our Sunday volumes grow, Royal Mail needs a robust plan of action.

DAYS A WEEK Workplace.com

THERE’S PLENTY HAPPENING ACROSS OUR BUSINESS – AND BEYOND. PULL OUT AND PIN UP THIS 1-31

Breast Cancer ess Awaren t n o M h

ck 1-31 Bla r o t His y Month

6 6-11 Dyspraxia Awareness Week 7 7-10 Backcare Awareness Week National Poetry Day

9 World Post Day 10 World Mental Health Day NFL International Series, London 11 11-17 National Braille Week 12 World Arthritis Day 13 14 World Sight Day 15

12-15 al Nation e if L k Wor Week

16 Restart a Heart Day 17

4-9 Space r o W ld k e W e 1 World Smile Day

23 Wear It Pink for Breast Cancer Now

1-30 ber o M vem

24 F1 US Grand Prix 25 26 27

1 COP26 climate conference, Glasgow

28 29 30 Rugby Union autumn internationals

2 3

31 Halloween

4 Diwali

Mexico Grand Prix

5 Guy Fawkes Night

British Summer Ends (clocks go back)

6 National Stress Awareness Day 7 F1 Brazilian Grand Prix

9 18 19

3 London Marathon

21 Trafalgar Day

F1 urkish Grand Prix

Royal Mail wants all colleagues to feel open about their mental health and comfortable discussing any issues. You can access First Class Support by calling 0345 266 5060 or by visiting rmgfirstclasssupport.co.uk for advice and to download the Feeling First Class app. You can also talk to your manager about Guided Conversation, a voluntary tool to help identify and deal with work-related stress before it escalates into a mental health problem.

1-31 Breast Cancer Awareness Month

2 International Day of Non-Violence

11-16 Alcoho Awaren l ess Week

WORLD MENTAL HEALTH DAY

4 World Animal Day

NOV

OCT

Share your stories, photos and films in the Courier Workplace group

ti11-14 An g in y Bull Week

11 Remembrance Day 12 Ghostbusters: Afterlife released

AUTUMN 2021

HANDY TWO-MONTH PLANNER AND LET US KNOW HOW YOUR TEAM’S GETTING INVOLVED

BLACK HISTORY MONTH Sam King MBE was a 22-yearold carpenter when the Empire Windrush docked at Tilbury on 21 June 1948. He’d already served in the RAF during the Second World War. Over the course of his life, Sam was a Waterloo postman, the first black Mayor of Southwark and a tireless activist for the African-Caribbean community. Scan the QR code to read Sam’s powerful story.

13 World Kindness Day

22 23 Cazoo UK Championship Snooker starts 24 25 US Thanksgiving

International Day for the Eradication of Violence against Women

16 17

26 Black Friday 27

Kamil Sterniczuk, Stafford Delivery Office

28 Hanukkah begins

When I put on the postie’s uniform, I think about the work my predecessors have done. By providing public service, I become a valuable member of a local community.

29 Cyber Monday

Cancer Support Scotland Day

30 St Andrew’s Day

15-21 fety a Ro d Sa e e W k

ROAD SAFETY WEEK Celebrating the heroic work of road safety professionals and exploring how we can all play a part in making journeys safer for everyone.

LONG-SERVICE LANDMARKS

International Men’s Day

20 Universal Children’s Day 21 F1 Australian Grand Prix

Chris Robbins, Bradford Delivery Office I’m proud to have met such great friends along the way. I’m proud when somebody who is too terrified of human contact due to Covid says: ‘Thank you.’ And I’m proud to write for Courier.

Paul Stewart, Courier Editorial Panel member, Hampshire postman and runner in the 2021 London Marathon.

18 World Pancreatic Cancer Day

19 Top Gun: Maverick released

Laura Cornish, Mossley Hill Delivery Office We’re a very visible part of an historic institution and, with that, comes respect and trust. At the end of the day, everyone is a customer of Royal Mail and that makes us pretty unique.

14 Remembrance Sunday 15

Every year, more than 150 countries mark World Post Day by celebrating the role 5.3 million postal workers across 650,000 offices play in supporting communities and economies. Here, Courier Editorial Panel members reflect on what World Post Day – and working for Royal Mail – means to them.

Congratulations to Royal Mail people across the UK marking their 40th and 50th anniversaries with our business. Visit myroyalmail.com/longservice or scan the QR code for a roll of honour celebrating the dedication of our long-serving colleagues.

Many of you will be lining up at Blackheath alongside me and thousands of others on Sunday 3 October to start the 26.2 miles across London. I received my place in a 2019 ballot through my running club Hatch Warren Runners. All those early starts on days off and Sundays, the group and solo runs through the heat, the rain and the darkness, the tough training sessions – it takes over your life as you prepare for ‘a victory lap of London’. There will also be a further 50,000 taking on the London Marathon virtual event on the same day. I took part last October, running the 26.2 miles within 24 hours, and was among the 37,966 participants who broke the Guinness World Record of ‘most users to run a remote marathon in 24 hours’. So, Sunday 3 October will be a very special day for all of us. Best of luck to all my fellow Royal Mail colleagues taking part this year in London – and virtually.

Full of life Lloyd. He loves the outdoors, coffee out with friends and time spent with his sporty family. He has also just saved money on his car and home insurance with us.

Car & Home

Insurance Quality cover and a first class service you can trust

We’re here when you need us and you’ll really feel like one of our very important people. We take our time to know you as a person because insurance should suit your world and who you are. Call today for a competitive quote on your car and home insurance.

To us you’re a person first, then a customer. Please call a member of our friendly sales team on:

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OUR CUSTOMERS

UBER EATS

Perfect dinner companions Sunjiv Shah, general manager for Uber Eats in the UK, on why the digital food delivery giant has an appetite for door-drop mailings – and why Royal Mail was top of the menu. We’ve been delivering to UK customers since 2016 and are now in more than 350 cities and towns across the country. We have over 40,000 restaurant partners – including the likes of KFC, Leon and McDonald’s. We also work with independent local restaurants and deliver fresh groceries and household essentials. Lockdown was a very busy time for us. Our app grew in popularity as many people tried Uber Eats for the first time, making it the right moment to start a collaboration with Royal Mail. We’re constantly adding new restaurants and we need to let people know that we’re available where they live. So, we’ve been running doorEXCLUSIVE to-door campaigns, working with DISCOUNT Royal Mail to distribute leaflets Courier readers who’ve never offering new customers £10 off tried Uber Eats can enjoy £10 off their first order. their first order by applying the code It’s been going really well and NEWROYALMAIL at checkout. we’ve seen a positive uplift in Already an Uber Eats customer? our customer base. Royal Mail For free delivery on your teams have been very professional next order, use the code in organising and delivering our ROYALMAILFD.* campaigns. With their help, we’ve been able to distribute millions of flyers and reach thousands of new customers. Royal Mail provides a seamless, unrivalled service – our leaflets are delivered within a week to millions of households across the country. Working with Royal Mail has given us the *NEWROYALMAIL code T&Cs Available until 11:55 pm on 30 November 2021. Valid on one order made via the Uber Eats app from restaurants in the UK (check the Uber Eats app for availability of deliveries and restaurants), when you spend a minimum of £15 on food and drink, excluding delivery fee. opportunity to reach out to people who Offer is not valid on any basket that includes alcohol or tobacco products. Delivery fee applies. Other fees (such as a service fee) may apply to order. Offer available for first time Uber Eats users only. To be eligible for the promotion, apply the code NEWROYALMAIL in the Uber Eats app at the checkout before are less tech-savvy but still want to enjoy completing your order. Code can be applied for a maximum of 10,000 users on a first come, first served basis. Read more: http://t.uber.com/EATST&Cs ROYALMAILFD code T&Cs Available until 11:55 pm on 31 October 2021. Valid on one (1) order made via the Uber Eats app from selected restaurants in their favourite local restaurants where the UK (check the Uber Eats app for availability of deliveries and restaurants), when you spend a minimum of £20 on food and drink, excluding delivery fee. Offer is not valid on any basket that includes alcohol or tobacco products. Delivery fee applies. Other fees (such as a service fee) may apply to order. To be they’ve been spending most of their time – eligible for the promotion, apply the code ROYALMAILFD in the Uber Eats app at the checkout before completing your order. Code can be applied for a maximum of 20,000 users on a first come, first served basis. Read more: http://t.uber.com/EATST&Cs at home. Workplace.com

Welcome to the new generation Meet three young recruits hitting the streets across the UK in September as our new Postal Apprenticeship scheme kicks off. We discover why they chose Royal Mail – and Courier Editorial Panellists share top tips for the first day in their new role. 28

Autumn 2021

OUR FUTURE

POSTAL APPRENTICES

GLAD TO BE HERE Chanice Donesha Lundy will be joining our Camberwell Delivery Office team.

Hundreds of young people across the nation will be pulling on an iconic red polo shirt, lacing up their Royal Mail-branded walking boots, picking up a PDA and heading out on their first rounds in September. A new generation of would-be postmen and postwomen have joined our Postal Apprenticeship scheme – with plans to make it one of the largest of its kind. As part of Royal Mail’s commitment to invest in young people and bring fresh ideas into the operation, making it fit for the next generations, we’ve set up the Level 2 Apprenticeship for an intake of up to 1,000 during this financial year. The scheme prioritises on-the-job training and also offers a level 2 certification through online learning with our training partner Babington, giving those who participate the tools to build a rewarding Royal Mail career, as well as a broad range of lasting transferable skills.

Chief operating officer Achim Dünnwald is championing a project he hopes will help power our business into the future. “We’re one of the biggest employers in the UK and we want our workforce to represent society,” he said. “There’s a youth unemployment challenge following coronavirus and we can do something good here for this age group. “We didn’t recruit during the pandemic last year so the natural outcome of that is an increase in our average age in the operation – it’s nearly 50 now. That means we have a lot of experience, but we also need fresh perspectives that question that status quo and propel us forward. I’m convinced that getting the mix right is good for our culture.” Courier met three new young colleagues preparing for Royal Mail life. They’re teenagers from diverse backgrounds with different stories and a shared ambition to deliver for the business and our customers.

Workplace.com

OUR FUTURE

POSTAL APPRENTICES

Chanice Donesha Lundy Camberwell Delivery Office A friendly conversation with customers will be a guarantee when Chanice begins her apprentice rounds out of Camberwell Delivery Office.

Having grown up in central London, the 17-year-old has just completed a college film-making course in Kings Cross. She enjoys the vibrant city lifestyle and will be a natural when it comes to working in her local community – and she’s ready to shine. “I think the role will suit me,” said Chanice. “I love to be on the move, I’ve grown up doing lots of dancing and having an active job really appeals to me. 30

Autumn 2021

“I also hope it will inspire other young people like myself to take on a job. “Maybe people will be a little surprised to see so many young faces out working for Royal Mail. I think it’ll be great.”

Chanice’s favourites Event: I love going to Notting Hill Carnival every year; it’s so much fun! Hobby: I’ve started to get into tap dancing but I also do Afro dancing and hip-hop dancing. In my free time, I make costumes for teenagers, which are great for carnivals, too. Music: All of Rihanna’s music. It’s very upbeat. Destination: Barbados, without a doubt. I have a lot of family there. The food and activities are great. Last time I went, I swam with the turtles and the beaches are amazing.

Robyn Kriese Carlisle Mail Centre This is a great chance to gain skills within a business so cemented in British society and changing rapidly to forge a new parcels-led future. So, keep an open mind and take on every opportunity thrown your way. You never know, you might just find your calling.

EDITORIAL PANELLIST

I LIKE MAKING FRIENDLY CONVERSATION, BEING IN THE FRESH AIR AND MEETING NEW PEOPLE.

“I like making friendly conversation, being in the fresh air and meeting new people.” This is the start of a bright new career for Chanice, who hopes the apprenticeship scheme will encourage more people to choose to work for Royal Mail. “I’m eager to get started and think the skills I’ll learn will really benefit me now and in the future.

EDITORIAL PANELLIST

Chris Robbins Bradford Delivery Office Keep smiling! Laugh when a customer says: ‘It’s not a bill, is it?’ or ‘It’s a bit too cold for shorts’. You’ll get sick of these well-worn jokes. But, if you laugh along, your Christmas tips will be far healthier!

Libby Cosson

Libby’s favourites Sport: Swimming, archery and walking. Hobbies: Films of all genres – but especially horror movies. Eating out: My local Chinese restaurant.

READY, SET, JOE Eighteen-year-old Joe White’s preparing to join our Darlington team.

Joe White Darlington Delivery Office It’s time to get motivated and kick the pandemic blues into touch for Joe. The 18-year-old apprentice who will be based at Darlington Delivery Office admits he found the Covid-19 lockdown and restrictions tough – so he’s looking forward to a fresh start. He loves the outdoors and decided to embrace this by studying photography at college but didn’t get to enjoy the full experience due to the events of the past 18 months. “I like to stay active and cycle a lot,” said Joe. “But I lost my motivation to do it during the pandemic. “I’m looking forward to getting back outside and starting with Royal Mail.”

Joe’s hunt to join the business began after a chance conversation with a family member who works for Royal Mail in Carlisle and gave the job a thumbs-up. He thinks he’ll be well suited to the role and can’t wait to begin his rounds. “I tend to wake up quite early anyway, especially if I’ve got something productive to be doing. I like speaking to new people and the idea of getting fit and learning new skills is really exciting.” Joe’s favourites Team: Newcastle United – it’s a North-East thing! Music: The Arctic Monkeys. Destination: The Brecon Beacons when the Green Man Festival is playing.

Laura Cornish Mossley Hill Delivery Office Always go to the loo before you head out on delivery – and find out where the toilets are on each walk. Packing for delivery is a bit like packing for holiday. I always have a little rucksack filled with sun cream, hand cream, lip balm, tissues, gloves, ice spikes, a hat and spare socks. It really helps to prepare for any eventuality!

Workplace.com

EDITORIAL PANELLIST

Hastings Delivery Office Working in Hastings Delivery Office runs in the family for Libby – as she takes on her apprenticeship at the same place as her mum. “I’ve heard lots about it from her and it always sounds so interesting and varied, which really made me want to go for it,” said 18-year-old Libby. “Naturally, I’m a little bit nervous, but I’m excited to get started. “Mum always seems to come home happy and pleased with the work she’s done. So, I feel like it will be a good experience and that I’ll learn lots of new interpersonal skills. “Royal Mail has given me an amazing opportunity and, hopefully, I’ll be here for many years to come.”

EDITORIAL PANELLIST

Kamil Sterniczuk Stafford Delivery Office I’ve become a postie by chance. As I was recovering from surgery, I knew that I didn’t want to go back to my old job. My notion about the role was that I would leisurely walk and deliver mail while listening to music, talking to family and friends on the phone and chatting to customers. After finishing on time – and sometimes early – I would go to the gym and then have plenty of time for hobbies. This turned out not to be the case. The first shock will be the number of duties a postie has! So, my advice is to always ask colleagues for help and advice if you don’t know something. I like writing, making notes and cheat sheets. And if I’m on a new walk, I take photos of the fitting for reference.

OUR PEOPLE

WHY I’M HERE

Life’s a switch Money can’t buy happiness for these high fliers who swapped business success for rewarding Royal Mail roles. Teachers, soldiers, business leaders, journalists – even Premier League footballers and movie stars. In a new Courier series, we unearth the past lives of Royal Mail people who made gamechanging career moves. Three-and-a-half million views. Sixty-six thousand reactions. Three thousand comments – and counting. This was the response to the heartfelt LinkedIn post that catapulted Cambridge postman Phil Goddard into the public eye this summer.

I’VE DISCOVERED THE QUALITY AND SIMPLICITY OF LIFE I’D LONGED FOR.

FITTER, HAPPIER Phil enjoys being outdoors and walks up to 15km a day.

Autumn 2021

SHARE YOUR STORY Have a tale to tell about your working life before Royal Mail and why our business is the right fit for you? Search Courier on Workplace or email courier@linney.com

Since using social media to announce he was quitting his highly paid corporate sales job to join Royal Mail, Phil’s found himself at the heart of a media frenzy. And he couldn’t be happier with his change of lifestyle. “I’ve discovered the quality and simplicity of life I’d longed for,” he says. “I was hating work and always miserable. I’m no longer on the hamster wheel and I’m working in an open-plan environment where there’s fantastic camaraderie. “It isn’t easy work. It’s a really tiring, physical job – and I go home knackered. But I enjoy being outside and playing an important role in the community.” Phil’s July LinkedIn post summed up his traumatic 2020. “At 56, I’ve decided it’s time to do something different,” he wrote. “This last year can be summarised as furlough,

Phil’s high five Phil reveals the five aspects of his new role that bring him most satisfaction.

It’s so refreshing not to be tied to a computer for 10 hours a day.

Meeting people Normal people: both peers and customers.

Pride It’s a great feeling to work for a large UK brand like Royal Mail. Not only do we have a vital role to play in the country, but it feels like the work we do is valued too.

Job satisfaction and a sense of fulfilment There’s a feeling of really contributing something useful to society.

Feeling stress-free No longer worrying about what tomorrow will bring at work; just embracing it.

redundancy, house sale, temporary accommodation, new job, new house, lack of social interaction. “This all contributed to an increase in blood pressure, stress levels and a general lack of sleep. Life under lockdown has taught me that there’s more to life than spinning plates and putting out fires.” Phil quit his sales job in April and took up his Cambridge round three months later. “I’m walking 15km a day, my feet ache and I’ve muscles in my legs that I never knew I had. But I’m working outdoors and meeting people. Sometimes I even get to stop and chat. I’d almost forgotten how good that makes me feel.” National TV, radio and newspaper coverage of his post prompted positive responses from members of the public, who praised his bravery for making such a dramatic, life-changing decision. “I think my story resonated with people because lockdown has been a period of reflection, a chance to re-evaluate what’s important in life. That’s exactly what I did. I missed human interaction and decided to address going through life in misery.”

ROBYN REFLECTS

Left a bit, write a bit. Courier Editorial Panellist and member of Carlisle Mail Centre’s Covid collection management team, Robyn Kriese, on leaving Royal Mail to study writing in New York – and returning to a rewarding role. For a job that started as an after school means of pocket money, Royal Mail has opened doors for me that were nowhere to be seen in my future. In my eyes, I was destined to study English Literature and go on to be a writer. Royal Mail had other ideas. When I started at 17 in the mail centre, it was simply a job to save money for my further education. As the end of my A-Levels grew closer, the ability to earn at Royal Mail changed my pathway again. Before I knew, it I wasn’t applying for schooling here – I was jetting off to New York. I was lucky enough to keep my job while away in the ‘Big Apple’ and, on returning home and to Royal Mail, l was able to find the perfect balance of working at a company I love and shaping my future. Since then, my plans have changed again and, thanks to the pandemic, I’ve stepped into a role I didn’t think was for me – management. Now I’m 22, enjoying my new role, working on my future in writing and seeing what Royal Mail has in store for me.

EDITORIAL PANELLIST

A sense of freedom

Lee’s changing lanes on his career journey HGV driver Lee Paterson’s colourful career has turned full circle. A championship bodybuilder during the 1980s, Lee became a Chelmsford postman before setting up an award-winning sports nutrition business. He decided that the cut-throat world of commerce couldn’t compete with the camaraderie of Royal Mail life and he returned to the fold in 2018. He still owns Medi-Evil Nutrition, which has products on shelves in Holland & Barrett. But Lee leaves the day-to-day dealings to his team while he climbs behind the wheel of his HGV at our Chelmsford operations centre.

You won’t find another business like Royal Mail. I first joined the company in 1992, working at the mail centre on Victoria Road in Chelmsford. I’ve moved away and done different things throughout my career, including being a psychiatric nurse and running my own health shop. But I came back and realised just how much I missed it. Nowadays, I travel all over the country and, no matter where you turn up, there’s a camaraderie; it feels like everybody is somebody at Royal Mail. I joined the army on leaving school and the spirit and togetherness of the Royal Mail team just reminds me of those days – if not even greater. I have a huge passion for what I do beyond my Royal Mail role. But even if I became a millionaire, I wouldn’t leave this job. I love what I do too much. Workplace.com

NATION: BARN I T S

SLE

BARNSLEY

DESTINATION:

Autumn 2021

IER

AU T U M N 2 021

PRIDE OF YORKSHIRE Meet the dedicated delivery crew who were knocked for six by the pandemic but came out batting for Barnsley during one of the toughest periods in the town’s history.

BARNSTORMERS Postwoman Ang Bebb and her colleagues have really delivered for Barnsley.

The Latin motto forming the base of Barnsley’s coat of arms reads Spectemur Agendo. That’s Judge us by our actions. It’s a phrase that’s beyond fitting for a delivery office serving a South Yorkshire community ravaged by the pandemic. The virus wreaked havoc on this town – and our team. Barnsley was one of the UK’s worst-hit areas and, at its height, positive case numbers among our colleagues here surpassed 30 at a time. And isolations rose above 50, leaving the crew desperately battling to keep the operation moving. In the summer of 2020, the site was temporarily closed for professional deep cleaning, leaving lots of mail to be tackled. The van yard was stacked with more than 60,000 parcels, with a further 30,000 held off-site at the nearby Christmas hub. “People talk about Yorkshire grit and our sense of humour,” said Barnsley born and bred postman John Britten, who’s marking 40 years with Royal Mail. “I genuinely think that’s been the key. “Royal Mail colleagues have put their lives on the line during the pandemic. Workplace.com

Postwoman Ang Bebb has been one of many colleagues willing to step up and help out. In addition to her usual delivery round, she worked extra hours at the customer service point. “There were some days when it was pretty daunting to see mountains and mountains of parcels,” she said. “I recall starting one CSP shift at 5am, booking the items in and preparing for the day, then moving into the delivery office and being faced with four yorks full of parcels on top of my normal mail. “Sometimes, staff levels fell so low that you could actually hear the office radio!”

A heartfelt proposal

STAFF LEVELS FELL SO LOW THAT YOU COULD ACTUALLY HEAR THE OFFICE RADIO!

“Every time you visit a house, there’s a chance the virus could be passed on, but there’s a sense of pride in being valued as key workers and providing a service to our communities.” Team spirit has been at the core of the effort in Barnsley.

To cap off this extraordinary time, the office was crowned the inaugural Special Recognition award winner in the annual CEO COO Awards for 2020-21, resulting in a visit from CEO Simon Thompson and a cheque for £10,000 to invest in improvements. “We’ve faced the challenge head on,” said John. “This award makes me feel proud. We’ve done it for Barnsley – and we’ve done it for the Barnsley office.”

BIRD’S EYE VIEW A sculpture of legendary cricket umpire Dickie Bird watches over his home town.

Autumn 2021

DESTINATION:

BARNSLEY HOPE IN STORE Postie John Britten catches up with The Closet Queen’s Emily Fieldsend as retail returns to Barnsley town centre.

Frontline colleagues submitted suggestions for improvements and many are in the pipeline – including revamped seating areas, a TV, vending machine and a jet-wash for the team’s vans. Inspired by the collapse of Danish footballer Christian Eriksen in this summer’s European Championship, postman Steve Milner suggested funds were used to install a defibrillator inside or close to the delivery office. This proposal has been approved and is being funded outside of the prize money. “The nearest defibrillator is half a mile from the office and there are nearly 300 people working here,” said Steve. “You never know who might benefit from it one day. “Eriksen’s collapse really affected me and, without a defibrillator, he wouldn’t be alive today – so it’s absolutely vital.”

HEALTH AT HEART Steve Milner was inspired to propose the installation of a defibrillator.

Beyond mail

A town on the mend While the threat of Covid-19 is far from over, the town is on the road to recovery with a £200 million investment programme – including a project called Remaking Barnsley – helping to modernise the famed local market, open a new library and bring additional amenities to the area. A success story of the past 18 months has been The Closet Queen, an independent fashion retailer. Owner Claire Swallow started working out of the cupboard underneath her stairs a decade ago, before moving to a market stall and then into her own town centre shop. The pandemic threatened trade but diversifying to offer online sales means her business hasn’t just survived – it’s flourished. The shop now posts up to 400 parcels per week around the world – with customers as far as Alabama and Perth. “Royal Mail has really supported us to keep our online business thriving and we’ve recently just signed up for a business account,” explained Claire. “It’s a business we really trust, offering a warm and friendly service.” John delivers to Claire’s shop on his daily round in the heart of the town and is seeing the changes first-hand. “It’s been like a ghost town, so it’s nice to see it recovering and businesses reopening,” he said. “There’s something quite warming about seeing the streets busy again and life starting to return to normal.”

Helping people in the local area comes naturally to colleagues at Barnsley – putting the people in the community first when it matters. Gavin Frost has accumulated more than 1,500 followers on his Facebook community page, which has helped to provide food parcels to more than 1,000 people in his village of Kendray. “I struggle with mental health myself and know how hard things can be,” explained Gavin. “I just wanted to do something to make me feel better and, more importantly, help people who need it most.” Rachel Biggins’ creative thinking helped to raise almost £3,000 for her friend’s young son Oliver, who was diagnosed with cancer during the pandemic. Inspired by the rainbow drawings adorning people’s windows during lockdown, she designed and sold t-shirts and organised fancy dress fundraisers to lift spirits, support the NHS and help her friend with treatment for her son. “The NHS staff were the real heroes and I wanted to show our support. The fundraising was something close to me.”

Workplace.com

BREAK TIME

SOMETHING FOR YOU

Win!

London theatre night with hotel stay

Here’s a prize worth making a song and dance about! Enjoy a West End show and overnight stay in London*. We’ll treat you and a guest to top-priced tickets for the show of your choice before a night of luxury and a continental breakfast in a 4-star hotel. For the chance to win a thrilling overnight theatre break worth almost £350, just tell us in less than 30 words which story you’ve enjoyed most in this issue of Courier – and why. Email couriercomp@linney.com using ‘Show’ in the subject line. Include your name and address – along with your job role and location. Entries must reach us by Friday 15 October and may be published in a future edition.

WIN! One of 10 £10 One4all Gift Cards

CROSSWORD 1

5 6

7 8 9

SUMMER 2021 ANSWERS: ACROSS 6. Beach Boys 7. LBW 9. Rattle 10. Fool

11. Strawberry 13. Ryder 15. Hour 16. St Ives 17. Fry

DOWN 1. Decanter 2. Scotland 3. Oboe 4. Oslo

5. Bowl 8. Bodyguard 10. Forth 12. Barnet 14. Yeti

Post your entry to Courier Crossword, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW or take a photo and email it to couriercomp@linney.com by Friday 15 October.

ACROSS 1. Jacket goes up in flames (6) 5. Jewelled hair band (5) 6. Town in Surrey which hosts horseracing Derby (5) 8. 26 miles and 385 yards, to be precise (8) 10. Pursue Chevy (5) 11. Change lanes to find divine being (5) 13. Twist and turn like a worm (7) 14. We’ll be busy on November’s darkest day (5,6) DOWN 1. Baker’s preferred method of retracing steps (11) 2. Go in for closer look at fast moving object (4) 3. Potato takes a thorough pounding (4) 4. Things DO look up for Royal Mail team in South Yorkshire town (8) 5. Nelson’s nautical triumph earns many column inches (9) 7. Non-conformist pilot returns long after Goose is cooked (8) 9. Lunar whale swallows twisty tusked Arctic creature (7) 12. Gluttonous (6) 15. Initially referred to soccer team (1,1)

Name Postcode Home address 38

Autumn 2021

WIN! Stamp sets celebrating our nation’s nature and history New Royal Mail Special Stamps dive into the UK’s diverse and surprising marine life, celebrate the antics of a mischievous comic strip favourite, pay tribute to the pioneering spirit that fuelled the industrial revolution and honour British Army vehicles that became symbols of our nation. We have 10 sets of stamps from all four issues to give away. The Wild Coasts collection reveals a hidden, underwater world teeming with remarkable species of sea life. The Dennis and Gnasher set marks the 70th anniversary of an iconic comic character. The Industrial Revolutions edition captures scientific and engineering advances that transformed Britain. And the British Army Vehicles issue features soldier-turned-artist Mike Graham’s paintings recreating Armoured Fighting Vehicles. For the chance to win all four sets, email couriercomp@linney.com using ‘Stamps’ in the subject line. Include your name, address and contact number. Entries must reach us by Friday 15 October. Discover more stamps, souvenirs and gifts by visiting royalmail.com/shop or scanning the QR code.

CONGRATULATIONS to Kelly Sadler, from Moreton Delivery Office in Merseyside, the winner of our summer edition competition – a luxury overnight stay in Falmouth. *Stay needs to be taken on a Friday within nine months of being drawn. All shows are subject to availability and exclusion periods. Minimum age: 18.

LOOK CLOSER

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Did you know, if you choose a brand-new electric car through the scheme, you’ll be able to take advantage of the low Benefit-in-Kind (BiK) tax rates announced for the next 4 years? It’s a no brainer. New car, neat package, no worries. Brand-new car, including electric vehicles Fully comp insurance Road tax Scheduled servicing & maintenance Breakdown cover Replacement tyres Windscreen & glass cover Accident management No deposit or credit checks.

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Get a quick quote Log in mybundleplus.myroyalmail.com Email newcar@zenith.co.uk Call 0330 134 8792 Full details about the scheme can be found at mybundleplus.myroyalmail.com. The benefit is available to current, permanent Royal Mail Group employees only, subject to eligibility and availability. One4all Gift Card Prize Draw: terms and conditions apply, please visit zenith.co.uk/prizedraw for more details. Renault Zoe Hatch R135 GT Line EV 50kWh Auto figures are based on a 20% tax payer with no additional optional extras (unless otherwise stated) on a 36 month, 5,000 miles per annum selection. Insurance has been included for a 40 year old driver living in postcode PE4 and may vary. Offer excludes manufacturer price increases. Images are for illustration purposes only. Terms and conditions apply. Early termination fees are payable.

BREAK TIME

MAILBAG Readers share tales of Royal Mail life and reflect on stories from the summer edition of Courier. Running for Niamh I’m taking part in the Great Manchester Run on 26 September to raise funds for Francis House Children’s Hospice, which helps extremely poorly children and supports their families.

Postie Steve a poster star

Sunseekers and world leaders

It’s good to see someone on the frontline like Steve being appreciated in such an expressive and beautiful way. Kate Hanson Postwoman, Grantham Delivery Office

I married a fellow postie in April and we spent our honeymoon in Cornwall. This feature brought back beautiful memories. We’d love to transfer there. Zoe Reeves Postwoman, Lymington Delivery Office

Letter of the law

I’m running in memory of my friend’s daughter Niamh, who was helped by the hospice. Niamh was an immensely brave girl who lived with an extremely rare and devastating condition – metachromatic leukodystrophy – her entire life. Niamh was an inspiration to everyone who met her. The work Francis House does for youngsters like Niamh and their families is nothing short of miraculous and I’d welcome the support of my Royal Mail colleagues. Just scan the QR code if you’re able to donate. Paul Stierl Engineering manager, NW Manchester & Preston HOW TO DONATE Scan the QR code to support Paul’s fundraising efforts. 40

Autumn 2021

This demonstrates how vital we are in a community role and the flexibility of Royal Mail in allowing us to use skills to do our job and help others. Caroline Wroe Credit controller, Bolton Finance Centre

Learning to live without fear This was a really eye-opening account of how our lives can change in an instant, both mentally and physically, while just going about our daily work. David Joyner Postman and WPC, Great Missenden Delivery Office

Back and Forth I love nostalgia and this is an iconic image. The cantilevered Forth Rail Bridge designed by Fowler/Baker reaching out across the water, joining communities – just like Royal Mail. Douglas Faulconbridge Parcelforce customer service hub, Coventry

PICTURE PERFECT

Stepping up for Rebecca MAKING A DIFFERENCE Claire Scates, a customer service advisor with the Parcelforce international team in Coventry, shares the story behind her fundraising mission to walk a million steps in memory of her friend.

WIN! an iPad Kidwelly postman Gary Price was the July winner of our Workplace photograph competition for his playful shot of puffins at Skomer Island, off the coast of Pembrokeshire. Share images from your working day for the chance to win an iPad. Just head to Team Royal Mail on Workplace and use #PicturePerfect with your image and a short description.

A PDA in the life Andrea Hill Postwoman, Tadworth, Surrey We’ve all been on the receiving end of dreaded PDA failures, particularly in torrential rain. It was a motivating article. It sounds great and I can’t wait to try it. Steve Borely National IR mediator, Romford Mail Centre The new PDA is such a vital tool for frontline colleagues to provide a gold standard service for our customers. Louise Pole Postwoman, Egham and Staines Delivery Office Reported straight from the postie’s bag, this was honest and informative.

Rebecca was only 25 when ovarian cancer took her life. Becka was one of the sweetest, kindest, funniest and most vibrant people you could ever meet. I’ve staged various fundraising activities in her honour – from hand-making dolls out of her old clothes to cycling to Glasgow and back (from the comfort of the gym). But walking a million steps in a month? Weighing 19 stone and standing almost six feet tall? I knew it would be tough – but I wanted to push myself for Becka. I began with 10-15,000 steps a day, five days a week. And that was ok. But if I wanted to hit a million, I’d have to hit at least 32,000 a day – every day. I’d made a massive mistake. I was waking up at night screaming with the pain in my hips, my knee swelling to twice its size, both ankles needing strapping – and then both knees. But I kept going. Walking before work, on my break, during lunch, after work. I’d walk five or six times a day between 4.30am and 9.30pm. And if I ever considered quitting, thinking of Becka would see me through. It was only a month in my life. I’ve missed so many countless months of hers. And finally, on the last day, with a total of over 53,000 steps, I’d done it. I’d walked one million steps in a month – raising over £1,000 more than my initial target of £250 for Ovarian Cancer Action, a charity which funds research and campaigns to increase understanding of this cruel disease. That was another aspect of my charity drive: to raise awareness. All too often symptoms of ovarian cancer can be attributed to other, less serious conditions. The best defence against ovarian cancer is early treatment, so having people know what to look out for is imperative. This story also holds more poignancy to me now as my own mother has just been diagnosed with ovarian cancer. I’ll keep finding ways to honour these amazing women and hopefully provide support in the future for those who need it. HOW TO DONATE Scan the QR code to support Claire’s fundraising efforts.

SHARE YOUR STORY There’s a £20 Amazon gift card for the writer of every letter we publish. Email courier@linney.com or write to us at Courier Letters, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW. Also share your own news and views on the Courier Workplace page.

OUR PEOPLE

WORKPLACE

Wish you were here! Join the thousands of Royal Mail people already enjoying the wonders of Royal Mail people across the UK are sharing stories, quizzing our business leaders, collaborating and keeping up to date with the latest news on Workplace. It’s our powerful new communication tool keeping us connected and getting our voices heard. From weekly videos with CEO Simon Thompson answering colleagues’ questions directly, exclusive competitions and live events, to groups dedicated to everything from health and wellbeing to music to sport. Here, Courier readers share the wonders of Workplace – revealing why they’re part of the conversation and the collaboration. Scan the QR codes to watch their Workplace films. All Royal Mail life is here. So, it’s time to work, post and play.

Judene Dyer Postwoman, Winton Workplace is interactive, instant and informative. I use it to connect with colleagues at every level of the business.

Autumn 2021

EDITORIAL PANELLIST

David Carlyon Postman, Altrincham I’m on Workplace every day – it’s a fantastic platform. You get to talk to CEO Simon Thompson during his Q&As – he’ll answer your questions, he’s always available.

Workplace is the way Courier Editorial Panel member and Bradford postman, Chris Robbins. Workplace is kind of like a telephone with a direct line to your boss. Not your line manager, or your DOM, but their boss. Now, the chiefs of our company, our leaders – people like Achim Dünnwald, Nick Landon and Simon Thompson – are a click away. Literally. As it happens, I myself – a postman from Bradford – have spoken to Simon, via the wonders of Workplace. He’s a lovely guy. And more importantly, he strikes me as somebody who cares deeply about the wellbeing of our business and its employees. Workplace has given him a platform to communicate, debate and discuss his ideas. And he does it with us: the posties and the techies, the managers and the marketers. With everyone! We all have a say in the future of our company.

Glen Atkinson Postman, Luton I’m part of the Make Safety Personal group. It’s among many different groups you can join. Get involved with colleagues who can sing, strum, paint, create, bake – and everything inbetween. Timothy Johnson Delivery office manager, Morley If you ask a question on Workplace, you’ll get an answer. There are experts up and down the country. You can also see what other areas are doing. Jon Swatton Swindon Walk Bundling Centre It’s a great way to meet people, interact with colleagues, catch up with RMtv and understand what Team Royal Mail is all about. Veesh Rathod HR business partner, South Yorkshire and Lincolnshire It’s a quick, easy and direct way to keep updated, have some fun and share best practice.

But Workplace isn’t simply a place to talk about work. It has gossip; good reads; video content; competitions like Fantasy Football, where you can win a trip to Barcelona (see page 43) and #PicturePerfect, where there’s a monthly chance to win an iPad; and of course, an occasional post from yours truly. Workplace is the way. I’d implore you to check it out if you haven’t already. Aside from the photos of beautiful scenery taken by our posties, the competitions for great prizes, and the intimate discussions with likeminded folk, there’s the wonderful yet simple opportunity just to make some friends. And some of the chiefs are pretty nice, when you get to know them.

Join Workplace in five simple steps 1

Download the Workplace app Search for ‘Workplace’ in the App Store or Google Play.

Log in to Workplace Open the app, select ‘Log in’, enter the email address/username (ending @ royalmail.co.uk) and password from your payslip (week commencing 30 August). Now, click ‘Next’ and, when you see the message ‘Workplace wants to use workplace.com to sign in’, just click ‘Continue’. If you get taken to a Microsoft screen, click ‘Use another account’, re-enter your details, choose a new password and click ‘Sign in’.

Protect your account Click ‘Next’ at the ‘More information required’ screen and choose your set up questions to authenticate your account before clicking ‘Set it up now’. Enter your mobile number, click ‘Text me’, input the code on the message and click ‘Verify’.

Confirm your account ‘Allow’ single sign-on, click ‘Continue’ when your full name appears on the ‘Enter your details’ page, read the policies and guidelines carefully and click ‘Accept’.

Join the Workplace crowd! It’s time to discover what’s happening and get involved with Workplace life. Workplace.com

THE POSTAL MUSEUM

BACKSTORY

1 3

Frontline lifelines

The arrival of a postcard or letter was an emotional, morale-boosting moment for those separated during the First World War. As we mark the 103rd anniversary of Armistice Day, The Postal Museum’s curator Georgina Tomlinson explores what these wartime postcards depict and the stories they tell. Pictorial postcards have often documented events. During the First World War these images appeared to give an insight into what life was like at the front, but instead they idealised what was really happening. These cards rather acted as propaganda, documenting the strength of the British forces and the destruction being caused by the enemy. 1

Autumn 2021

Leaked communication could be dangerous. Postcards and letters were censored to prevent military positioning reaching the enemy and stopped those at home hearing the real horrors of war. To control the messages the Field Service Postcard was introduced. The basic card had preprinted questions with multiple choice answers the soldier selected from, limiting what they could say. Any deviation from this could result in the postcard being destroyed by the censor. 2

Images courtesy of The Postal Museum

Communication was such an important means of boosting morale that soldiers were given free postage. The postcard, small in nature, only allows for short messages. But with the need to keep those at home informed of their safety, soldiers’ messages could simply be ‘OK’ or, like this one, ‘Still going strong’. 3

Postcards sent from soldiers were collected at Field Post Offices. These makeshift stations would pick up and move as the army marched on. It took roughly two days for post from Britain to reach the Western Front, an immense speed during a time of war. 4

WISH YOU WERE HERE: 151 YEARS OF THE BRITISH POSTCARD The Postal Museum’s exhibition celebrates the role the postcard has played in connecting people across the world for over 150 years. Wish You Were Here runs until 2 January 2022. Find out more at postalmuseum.org Entry for Royal Mail colleagues is free with a valid ID. You can book a free ticket online.

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View and download new and historic payslips

COMING SOON: OPT IN TO DIGITAL-ONLY PAYSLIPS Non-managerial employees will be able to opt in to receive only digital payslips by choosing to no longer receive paper payslips. This new feature – based on your feedback – is purely optional.

a weekend in Barcelona and tickets to see a live match at Camp Nou.

• Register a team at fantasy.premierleague.com to participate • Monthly prizes up for grabs so you can join at anytime until May 2022

You can only play through Get on Workplace by following the five steps at myroyalmail.com/workplace then search Fantasy Football once signed on. Terms and conditions apply.

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THE HOME OF GREAT TECHNOLOGY Get the latest and greatest technology through your My Bundle+ Technology Benefit and spread the cost over two years through a convenient salary exchange

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