INSIDE: SIZE MATTERS, INSIST NEW ‘RECRUITS’ P4
AND: HOW FOOTBALL IS GETTING RESULTS AT ONE OF OUR SITES P16
The symptoms of a problem are how we usually know that something is wrong.
Our IMPACT
IMPACT
INSIDE: SIZE MATTERS, INSIST NEW ‘RECRUITS’ P4
AND: HOW FOOTBALL IS GETTING RESULTS AT ONE OF OUR SITES P16
The symptoms of a problem are how we usually know that something is wrong.
Our IMPACT
IMPACT
This year is not only here but it’s already skipping past!
We have recovered our service performance really
Right First Time
parcel damages and losses reduce and customer satisfaction increases.
It’s a tough and competitive market out there and our hard working and motivated colleagues that work As One Passion and a real Can Do spirit that really
So let’s keep these current service levels high and deliver the service excellence our customers demand and truly deserve.
There are lots more great stories from around the business in this edition. It really does make me very proud when I open my Yello! every edition!
04 Do you measure up?
If you don’t it could seriously
05 Goodbye to Benji
Bubbly bulk driver’s lasting legacy to his colleagues
06 Three little words
A daredevil ‘DHL’ rider’s romantic mission is set to save our drivers valuable time
08 DHL’s World Cup star
and yellow for the business. But did she take the gold?
09 Karen in a crisis
Missing ring leaves colleague with tricky husband dilemma
10 Not for girls?
Try telling that to the DHL driver who delivers passion and pride in her job
13 Coming soon!
Behind the scenes at our gamechanging new Coventry Hub
15 The little things…
… mean a lot. Our Head of Engagement on why we need to get the basics right
16 Title contenders
The site manager using football thinking and tactics to create the dream team
20 Win…
… a fantastic Ninja air fryer in our competition
3
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To be in with a chance to win, email payroll_ecsuk@dhl.com with your name, location and payroll number.
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5
Acampaign to raise awareness about parcel size will help us improve revenue and keep our business thriving.
New ‘recruits’ have arrived at sites in the shape of two large cardboard cut-outs, ‘briefed’ with the job of making colleagues think twice about parcel size.
Each time we fail to scan an item that could be oversized, we miss out on an
average of 24p in revenue. Multiply that by the number of sites across the business and it’s money we can easily save.
Head of Operational Support Richard Wenham who noticed parcels weren’t being check-weighed on his trips to sites. So he alerted our Marketing Team of Amy Britton and Lucy Oakes who came up with a Make Measuring Matter campaign to drive home the Every Scan Counts message.
“Our customers have agreed to pay higher prices when sending large parcels, but if we don’t check the parcel’s length and weight we can’t charge them the correct amount,” says Amy.
The two new visible ‘recruits’ will be placed in
colleagues that the length and weight of what they’re handling really does matter.
Two-metre-long tape measure stickers have also been created to go on or near sorting machines to give teams an at-aglance way of checking a parcel’s length.
to explain how awareness of correct measuring could boost our revenue.
Richard, who is targeting a 100% checkweigh performance now the campaign is fully rolled out, says: “As this year unfolds it’s important that this remains at the forefront of our minds. That’s why Amy and Lucy have created these brilliant eye-catching materials.”
Lucy says: “The visuals are fun, friendly and easy to follow. We know it’s an extra step for people but if it protects revenue and jobs it has to be a good thing.”
2 3 4 5
Barcode facing upwards: The parcel barcode should face the cameras as it goes through the check-weigh machine.
One parcel at a time: Only one parcel should go through the check-weigh machine at a time.
Missing barcode: If a parcel is missing a barcode or is damaged, contact the customer.
Alternative Collection Location: Ensure customers with Alternative Collection Location have it set up in Opsys.
Share process: Make sure everyone in the team knows the process and that it’s being followed at all times.
Driver’s legacy lives on
When Benji Miller hooted his lorry’s Bristoldepot Administrator Sarah Evans Bulk
Driver
“He lit the whole place up. He was always singing Motown or reggae and was genuinely loved by everyone privileged to have met him”
Sarah Evans Administrator
Anew partnership making the even more of a personal experience is now the star of its very own movie premiere.
The slick fast-moving video is part of a campaign to encourage customers to switch to what3words, a system that uses global coordinates to convert postcodes and addresses into precise three-word locations.
That will mean drivers enjoying pinpoint accurate front-door or dropsaving time and cutting down on their non or missed deliveries.
Regular customers have already made the switch by updating their accounts with their chosen three words on the DHL app – and the two-minute trailer will raise awareness further.
The video, available on our website, Instagram, YouTube channels and Smart Connect, will help raise awareness among customers yet to make the change.
Head of Product Tracy Hodges says: “What3words is growing in popularity all the time, and they were looking for a carrier partner with global reach, so we were a perfect match.
“We sometimes have issues with delivery addresses and we’re always looking to improve our service to customers and make our drivers’ lives easier, so this made sense.”
The what3words model has proved a huge success because it doesn’t rely on postcodes that can be vague, and is totally unique to the individual parcel sender or receiver.
words that correspond to a three metresquare area at their property – usually their front door or porch – using their
Tracy adds: “Customers can also
“Sometimes our drivers arrive at building sites and new builds and spend valuable time looking for the correct service will end that.”
The what3words model, launched in 2013, is used by nearly nine out of 10 police,
critical to the UK’s emergency response.
Tracy says: “Because the three words never change once you’ve set them, unless your circumstances do or you
Excuse Ryan Poole if he has a faraway look in his eyes, but our Operational Support Manager might be dreaming of a sun-soaked life in California.
He’s just back from a stint behind what3words video… but Hollywood it
Instead Ryan, who works in Network Operations Support at Ryton, was despatched to a rain-soaked Glasgow
He was on hand to ensure the equipment and the video’s stars were in the right place at the right time smoothly and without a hiccup. tracking a DHL parcel’s journey clogged streets to a romantic destination, went without a hitch thanks to Ryan and the crew.
“I’ve never been involved in anything ‘Hollywood’ like this before so it was a
my normal working day,” says Ryan.
to make sure their kit, the DHL liveried electric van and other key aspects of the three-day shoot were all sorted.
Professional trials rider Ali Clarkson played the role of a DHL delivery driver racing against the clock and a parcel of the day on time.
But this was an unusual route to an even more unusual delivery destination on YouTube. Simply type in
Ryan adds: “I enjoyed my stint as a runner but Tarantino needn’t worry.”
Scan
Customers can now add what3words at checkout to specify exactly where they want their deliveries to go. Once entered at checkout, the what3words address is then passed on to us so our drivers
destinations with ease – no matter how hard they
“An accurate and reliable address is what our partnership with DHL is all about. Now goods arrive exactly where they need to
Chris Sheldrick,
Move over Bradley Wiggins, Tanni Grey-Thompson, Sarah Storey and Laura Kenny, there’s a new gold medallist on the rostrum now – and she’s one of our own.
After just two years playing the sport, Administrator Helen Thompson was
Wheelchair Rugby World Cup in Paris –and returned with a winner’s medal.
For Thames Valley-based Helen, with and supervisor, it was a dream come true. “I couldn’t believe it when I got the call, especially as I was in the same
squad as players younger and far more experienced than me.”
wheelchair rugby Paralympic gold medallist Kylie Grimes MBE in the eightpinch myself. I was playing next to such inspirational people, but reminded myself I’d worked incredibly hard to get there.”
The Berkshire Banshees star’s hard work, Passion and Can Do dedication was tested to the limit in the run-up to the event as she juggled a gruelling training schedule with work.
multiple sclerosis – a lifelong condition
“I had four long evening training sessions
Stoke Mandeville and Reading.
“It was exhausting being back in work early the next morning. I had to push myself to get better while not
no one noticed me yawning.”
Helen, who still has her original battered wheelchair, adds: “Driving and playing on top of my day job made it hard but singing the anthem with the gold medal in hand made it all worthwhile.”
of changes designed to make our colleagues’ lives easier when they’re working or on their breaks are coming to EVERY SITE soon.
One of the most common comments in the Employee Opinion Survey feedback was that you want good working facilities when you’re at work.
And often it’s the little things that are the most annoying, so making sure there’s toilet roll, and somewhere to make a cup of tea or even to sit and relax are crucial.
That’s the view of CEO Peter Fuller, who is working with his Executive Board and Global HR, and Global First Choice to compile a site-by-
site checklist to ensure all the basic requirements are met.
The review will also look at working conditions after the survey revealed colleagues felt our sick pay, maternity and didn’t quite measure up.
Peter says: “This will be complete by the end of the year because the Executive Board and I recognise there are always ways we can improve to make DHL Parcel UK an even better place to work.”
Sport, gardening, travel and her Border Terrier Ozzy are all consuming passions for self-confessed people fan and chatterbox Marie French
She could talk about her various jobs, from looking after City of London Police horses to a spell as a dental practice manager, until the cows come home.
“I did my HGV licence when I was 21 and used to drive police horses around London to mutual aid events as a civilian groom HGV driver, but then I drifted into another area of work,” she says.
After six years in the dental sector, which ended in redundancy after the Covid pandemic, Marie returned to eightwheel tipping and got an opportunity to
take one of the British Touring Car teams to an event in Scotland.
“I love cars so when they asked if I could drive some to this event with them, I jumped at the chance,” she says.
“It was on the long drive back to Kent from Scotland that it hit me how much I absolutely love driving lorries, especially artics, and I haven’t looked back since.”
Marie’s rig: 44- tonne 50ft PAYLOAD
16ft
TALL LONG
– the length of a fully formed adult blue whale
– the height of (neck and all!)
– the equivalent of seven fully grown male African elephants
She applied immediately and carried Basildon site, and is now one of nine women artic drivers
After looking after international car for a year, Marie was shocked and chat and ask them how they are and if inspire one woman to give it a try, then
•
type in code DHL15 for a 15% discount on all Auto Finesse cleaning and valeting products.
“I met Marie a year ago and she quickly proved she was as capable as her male counterparts. She handles tight manoeuvres outside our factory with ease. We’ve built an excellent rapport over the months… of course the odd box of doughnuts she brings is always welcome! Even when Marie’s had a hard day, she remains assiduous in her work and a toot of her horn announces her arrival, and her happy demeanour and big smile brighten up the day. I hope she’s on our route for a long time
with anything. Marie’s an excellent representative for DHL. Her work ethic is admirable and I hope she’ll inspire other women to break into the maledominated sector of HGV driving.”
George Knox, Despatch Manager, Auto Finesse in Harlow Me again! Marie always gets a warm welcome from regular customersThe answer’s simple, says – you can’t have one without the other.
Two colleagues who took that UK have been rewarded with a trip to Greece in the latest Parcel Connect Sales Awards. and have both overcome environment to generate the most European road shipments
separation between our Sales teams and our Operations teams is narrowing all the time. It’s important to see the two work
“A good relationship means them working together to win new contracts and strengthen international services we’re unveiling this year will help with that. It’s going to be a big year.”
“Ischool then it was worth every minute.”
across Europe.
GoTeach programme.
Our
John
young people in schools around the UK. an air hostess when she was at school, chatted with Year 10 and 11 children about their options. “The school was in don’t necessarily get the greatest opportunities, so it was great to visit
On a broader level, the GoTeach sessions championed by
write CVs to the best interviews, with students
The programme, run by the DHL UK all divisions support GoTeach 777 times in 2022 across 200 activities’ – and DHL Parcel UK colleagues.
what you do and have a story to tell about how you got into DHL, the students are
During her visit, Daisy shared case on to do well even though they didn’t
Thanks to and supporting Daisy, as well as Tracy Hodges, who is also the school’s GoTeach champion.
Life has been a bit of a whirlwind for Lloyd Hadland – who is rewriting the rulebook to prove that the fun actually starts when you’re about to hit 50.
In the past six months the 49-yearold has become a grandad, changed jobs within DHL and got married… on a tropical island!
First came the arrival of a “pride and joy” grandchild born to his 24-year-old daughter, which led to the second big change… when he and his long-term girlfriend Sonia tied the knot in Jamaica.
“When the baby came, we decided that after 17 years we needed to make things a little more permanent in case anything happened to us,” he says.
of 16 guests to Runaway Bay where the ceremony was performed on sundrenched golden sands.
Sonia used to work for DHL until 2007 and successfully recommended Lloyd for a job in UK Mail, before promptly leaving two weeks later.
“That was probably for the best,” jokes Lloyd. “Seriously, though, it would have
This January saw Lloyd join our Excellence team, part of our HR function, as a facilitator.
He says: “I’m really loving the new role
and the many opportunities that the next 12 months will bring.
Programme so every colleague can discover more about our business.”
And he adds: This year we’re inviting managers, supervisors and rising stars on a journey to become leaders of the future by guiding them through the CEM Supervisory Academy.”
How long have you worked at DHL?
Nearly four years. I’m from a small place in southern Brazil called Santa Catarina. I left there and worked in Portugal, Italy and Germany and then some of our competitors in south London before joining the Croydon site. I only wish I’d joined earlier. Why’s that?
Everyone in the business is so friendly and they all share the same values. My boss when I was at Croydon (Peter Whittaker, now at
Sittingbourne) was amazing and gave me my break. I’m so grateful to him for welcoming me to one of the biggest logistics companies in the world. Why did you leave?
My wife Elisandra and I needed a change and wanted to buy a home but everything was so expensive in London, so I thought about moving jobs within the business. That’s the beauty of working for DHL. There’s scope to progress your career
Where did you end up?
We moved to Ryton last year and bought a house. Elisandra
got a job as a Despatch Clerk at Ryton and she loves it. She won the Employee of the Month award soon after so things are looking really good for us both career and home-wise. The best thing about your job? It’s got to be the people. Everyone is always as one and has each other’s back.
places around Europe but never anywhere like this, where managers and their teams work together with pride. You’re Brazilian with Italian ancestors and love England.
So what’s your footie team?
I have a Brazilian heart, Italian blood and an English soul, but when it comes down to football it would always be Brazil, the inventors of the beautiful game. Are your wandering days over now? feel really settled, love our jobs and the people we work with. And as we’ve seen there’s huge scope to move location or roles within the business, so career progression is very much encouraged at DHL. Who knows where we’ll be in 10 years?
Ifyou have highly engaged colleagues then high business performance usually believes in rewarding and recognising our people as part of her role as Head of
As
, Passion and Right First Time becoming engrained into our culture.
It’s something Lauren puts down to the fact that more and more colleagues which covers our company’s history, values and what it means to be part of a truly global organisation.
Then there’s our Employee of the Year initiative, which recognises and rewards those colleagues who’ve gone above and beyond in their role.
a year ago, Lauren’s been focusing on listening to colleagues’ feedback by visiting sites across our network and Great Place to Work.
“I wasn’t honestly expecting to achieve result of our colleagues’ feedback.
“It’s truly amazing! And our response went up in 2022 too. It’s fair to say some
last year but overall the results are do better this year.
“What underpins this is the focus on continuous improvement, which is why sharing your feedback and having your only way we will continue to improve.”
“Over the last year we’ve seen the launch of Parcel Perks
wellbeing support, including Aviva Wellbeing and Digital GP.
The Employee Assistance Programme has been a really important tool to support colleague wellbeing, and the addition of free counselling sessions has meant colleagues have professional advice available 24/7, 365 days a year.
“Smart Connect has been a huge success since launching last April as it helps us communicate with all our colleagues, regardless of whether they have a company email address. This means we can move away from relying on email communications.
“Not only is it great to share news stories and provide useful information
it is celebrating business performance, recognising colleagues or most recently seeing colleagues share of our Wellbeing Day.
Best holiday: Disneyland Florida. The happiest, most magical place on Earth.
Love Actually because Christmas is the best. I love Pursuit of Happyness for its message about thriving despite
How do you relax? Going to the gym or walking my cockapoo Barney.
On page 8 you can read about how we’re further improving some of our
Look out for updates over the coming months as Lauren and her team work because you’re what keeps the heart of DHL beating strong. PLEASE CONTACT
Smart Connect – Charlotte Bowler Parcel Perks – Dawn Deeley
On the rare occasion there’s a problem at one of our newest sites, Site Manager Peter Whittaker pauses and asks himself: “What would Mikel do?.”
Since moving to a new 73,000 sq ft home, our Sittingbourne team have powered through “a turbulent year” – caused by driver shortages – more easily than they might have done before.
Even the twin pressures of Peak, and colleagues returning home to the European mainland, couldn’t
That’s down to the sporting mindset of Peter, a lifelong Arsenal fan whose side are currently taking the Premier League by storm under boss Mikel Arteta. The Gunners season ticket holder, who watched
every game in the team’s double-winning campaign managing a football team.
knowing what makes every person tick in his happy and healthy squad is the secret to site success.
But unlike touchline terror Arteta, Peter insists he’s calm in the warehouse and more than happy to roll up his sleeves and get stuck in with the team when the going gets tough.
The football coach, who has led a string of Herne Bay FC age groups, says much of his management
“This is such an enjoyable place to work. I’ve been made welcome and part of the team from day one. Our ethos of Can Do, Right First Time, As One and Passion runs through all positions whatever the workload, peak or otherwise. I really appreciate and value the sense of camaraderie across all job roles at Sittingbourne and get the job done.”
philosophy comes straight from the ethos of the beautiful game. “Building a great team is all about being aware of your people’s strengths and weaknesses, knowing if they need an arm round their shoulder or a word in their ear.
“It’s been a turbulent year since we moved for reasons organised, tidy operation, we’ve handled any curve balls.”
The extra space and improved facilities – lockers, toilets, team room and even a pool table – meant handling extra volume was easier as parcels could be located quicker because “if you could see it, you could deal with it”.
That was a lifesaver with around 65 routes and the huge jump in volume during the last Peak. Peter says: “The business moved fast to help us with resource by taking on some employee drivers and that has really helped. Despite the challenges, morale is good and I
“To stick with the football example, I know my team’s strengths in every area and that if the going gets tough they’ll all work for each other to get us through.”
Just like his beloved Arsenal, Peter is targeting Europe. “We’d been getting business from Germany, Holland and Spain in 2022 and that’s only seen a slight downturn. So as things improve we want to become more of a hub for imported parcels from mainland Europe.”
Karl Mount, Medway Day Bulk Driver
JoeHodges, PM Operations Supervisor
“It’s a great place to work because of the close relationships between everyone, including the van drivers. If you have problems they get solved. It feels good to go to work every day.”
Children seeking shelter from traumatic and abusive home lives were given a huge boost – thanks to the kindness of colleagues at DHL sites.
Your generosity brought light to the lives of some of the 20,000 youngsters
sanctuary in refuges every year.
Our Ryton and Milton Keynes sites worked with charity KidsOut, which
refuge in the UK with a Christmas Toy Box and supported more than 12,000 children sheltering in safe houses.
Direct Sales Executive Sidra Mahmood, Ivett Fecske-Kereszt, HR Co-ordinator South, and Linda Rowlinson, our National Accounts and Digital Manager, coordinated boot-loads of toys sent on to the appeal after being left under a Wishing Tree.
Colleagues at our sites around the country showed just how much they care – and left a seasoned charity campaigner almost lost for words.
Phil Brown, Site Manager at Basildon, was worried the economy might dent his annual DHL collection for Great Ormond Street Hospital, but big-hearted DHL stars still stepped up to bring a smile to the faces of hundreds of poorly children.
Phil, who has organised the gift wondered what the uptake would be but DHL colleagues surpassed expectations.
thought, time and money invested from all corners and functions of the network.”
More sites are getting involved and this year our Ryton hub surpassed themselves by donating a board-table of
gifts (above), and raised nearly £2,000 in local hospital’s neonatal unit.
– toys, cosmetics and other donations.
a huge part of Peak preparations at Basildon. Although it was scary managing the process during the most challenging
Linda says: “This was our second year,
would be great if every site joined next year. Everyone gets excited when the Wishing Tree goes up and some take a tag, buy a gift and then go back for more.”
“The children were delighted with the gifts they received and were very grateful. You helped to keep the Christmas magic alive” Refuge worker
“Wow! How did Santa know we are here!”
“My child came to the refuge with nothing. Even their favourite toy was left behind but now she has another favourite toy” Mum in refuge
dealing with general account queries. worked in Parcel Claims, liaising with client reports. “It was an interesting the business a lot of money.”
There aren’t many things that Maxine Kelly doesn’t know about the business – but if she’s stuck, she usually knows who to ask.
been part of both UK Mail and DHL Parcel UK for almost 30 years – along with making some great friends and meeting interesting people.
“There’s no substitute for experience,” says Maxine, who is now Onboarding Team Leader for a UKMCC unit looking after new and linked accounts and
25 years
Neil O’Donoghue Manchester
Ricky Freeman Leicester – Syncreon
20 years
John Graham IT
Habib Ali Docklands
15 years
Anna Zerbok Leeds
Peter Krohn
Frederick Ayetey Milton Keynes
Lloyd Hadland Ryton
Keen cinema-goer Maxine, who also enjoys eating out and looking after her grandson, is part of a small but extremely slick UKMCC operation of close-knit people – four in Operations, three on the Commercial side and six in Sales – that look after our three sort centres.
She says: “Working in Mail is extremely busy and stressful at times, as we need to
partners on schedule and on time.
“My knowledge in Parcels has answer, I’ll usually know someone in the network who does.” the years, but it’s always been a great place to work, with good people, and I’m sure it always will be.”
10 years
Abdirizak Omar Docklands
Michael Donnelly Manchester
Stanley Sutheran Teesside
Katie Thorpe Sittingbourne
Neil Hatton Medway
Ben Street Milton Keynes
“There’s been a lot of changes over the years, but it’s always been a great place to work, with good people”
Maxine KellyBubbly CEO Peter Fuller Employee of the Year Awards
The must-have gadget of the year, the Ninja AF100UK makes light work of snacks and meals, from perfect chips with little or no oil. Air Fry, roast, reheat or dehydrate to create delicious mains or reheat leftover pizza. You can even dehydrate fruit and herbs and veg to make crisps!
To be in with a chance, send your name and the missing word in the phrase Every Scan xxxxxx on p4 to:
yello_ecsuk@dhl.com or text 07860 021367
your answer and your name to yello_ecsuk@dhl.com or text 07860 021367
CLOSING DATE: 31 May 2023
placement at Ryton… and here’s what she took away. “DHL is a place of opportunity and learning. Everyone was so polite and kind and it’s a very friendly work environment, full of quite complicated, but had great support. The culture was lovely.
Just for fun – can you between these two pictures?
KING KIELY’S IN POLE
Adam Kiely’s Inter Row Z have a slender lead as the DHL Fantasy Footie League moves into the run-in. But watch out for Alex Carbott who has climbed quietly from seventh to third. It’s all to play for at the top!
1 1815
2 PAUL STEWART 1811
3 ALEX CARBOTT 1805
4 JOE COOPER 1789
5 BAZZA J 1773
6 1758
7 CHAD WAVY 1753
=8 1733
=8 1733
9 1729