Courier Magazine Autumn Winter 2023

Update | Inspire | Celebrate | Autumn/Winter 2023

We are Christmas Let’s deliver a great Christmas for everyone

Group CEO interview | Help@hand pull-out poster | Thames river postmen | WIN! West End tickets and hotel stay

A Royal Mail colleague benefit provided by Salary Finance

The 9 money moves you should make now for 2024 It would be fair to say – 2023 was an unpredictable year that taught us all how to adapt.

That being said, it shouldn’t stop us from planning for the year ahead – especially where our money is concerned.

Are you ready to take on 2024? Looking for some extra support to help get you started?

View the Salary Finance Handy Checklist on the 9 money moves you can make today to set yourself up for success in 2024. View the Salary Finance flyer enclosed for your copy or visit learn.salaryfinance.com/royalmail/uk Remember, through Salary Finance you have options to borrow affordably through salary and learn better money habits.

To find out more and access your Salary Finance benefits, scan the QR code or visit: My Bundle+ and click on ‘My Money Matters’ Important: This is an option, not a recommendation. Royal Mail does not benefit from offering this service and all your communications will be with Salary Finance. Loan applications will be assessed to ensure the loan is appropriate and affordable for you. “Learn” content is for guidance and educational purposes only and is generic in nature. Salary Finance does not offer regulated financial advice. Please seek independent financial advice. © 2023 Salary Finance Limited. All rights reserved. Salary Finance Limited and Salary Finance Loans Limited are authorised and regulated by the Financial Conduct Authority (firm reference numbers: 758053 and 734585). For loan products Salary Finance Limited acts either as lender or credit broker exclusively for associated company Salary Finance Loans Limited. Salary Finance Limited is registered as a small payment institution money remittance firm (firm reference number: 788485). Salary Finance Limited and Salary Finance Loans Limited are registered in England & Wales (company numbers: 09677777 and 07643748) at Scale Space, 58 Wood Lane, London, W12 7RZ. Data Protection Registrations: ZA152606 and ZA099501.

WELCOME TO

COURIER In this issue AUTUMN-WINTER 2023 COVER Wrapped in glorious green, this year’s festive edition of Courier shares all the ways we’re delivering for peak 2023 and beyond. We don’t just deliver Christmas – We are Christmas.

20 PART AND PARCEL We catch up with the team at our new Midlands Super Hub in the run-up to Christmas.

GET IN TOUCH Share your feedback and stories.

CALL 0800 183 0569 EMAIL courier@linney.com WRITE Courier, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW TEAM Paul Smith – Editor at Royal Mail

24 DELIVERING JUSTICE How Royal Mail colleagues helped police break a drug money supply line.

Ellie Piovesana – Editor at Linney Create PRINTING Acorn Web Offset Limited, Normanton WF6 1TW

26

MAILING MAMS, 4 Middleton Grove, Leeds LS11 5BX

IN GOOD HEART The latest on our money-raising mission with charity partner British Heart Foundation.

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 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.

30 FAMILY FORTUNES Meeting three generations of the Pearce family at Leicester Delivery Office.

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GOOD TO KNOW

ROUND-UP

CARDS STILL RULE

DRONES DELIVER

LOW-CARBON HIGH

People celebrating Christmas still prefer physical cards, and nine out of 10 will send one this year, Royal Mail research finds.

At the National Courier Awards, we won the Step Change award for our adoption of drones in the Highlands and Islands.

Validation from the Science Based Targets initiative has positioned us as frontrunners in the low-carbon transition.

Meeting accessibility needs TikTok trending We’ve announced a new partnership with TikTok Shop, to help sellers of all sizes improve the delivery experience and thrive on the platform.

For the first time, merchants can integrate our Click & Drop service with their TikTok Shop account, enabling them to arrange shipments and get orders delivered to customers quickly and efficiently.

Click & Drop enables sellers to print postage labels, which can then be dispatched on their existing Royal Mail collection, collected via Parcel Collect, dropped in a parcel postbox, or taken to a Royal Mail Customer Service Point or Post Office® branch.

She’s electric A 19-tonne electric Iveco truck is getting a three-month trial at Greenford Vehicle Operating Centre.

The trial is part of ongoing work to identify suitable lowcarbon solutions to decarbonise our HGV fleet.

The truck, which has a 150mile range and will be charged at Greenford, is being used in day-to-day operations.

4

COURIER Summer 2023

We’ve enhanced the services we offer to our customers by giving them the option to register their accessibility needs – either on the Royal Mail App or through Customer Experience.

The changes we’ve made mean customers can now register a request for delivery colleagues to knock louder and/or wait longer, to give them more time to get to the door when having

items delivered or collected as part of our Parcel Collect service.

The update enables Royal Mail to comply with a new regulatory requirement from Ofcom for all parcel carriers, to capture and follow instructions for disabled customers.

Parcelforce customers are able to set up their needs in the same way.

Additionally, customers can also set up a Safeplace delivery preference in the Royal Mail App for future parcel deliveries.

Chief Commercial Officer Nick Landon said: “This new development gives posties more information about our customers with additional needs, so they can make sure they don’t rush them or miss them when they are actually in.

“We are always looking at ways to make our delivery service more convenient and easier for residents. The introduction of accessibility needs is another example of how we are doing this.”

Preferences can be set in the ‘my account’ section of the Royal Mail App or by reaching out to the Customer Experience team.

Parcelforce welcomes £3 million customer The Strategic New Business team in Parcelforce is delighted to share news of a customer win generating full-year revenue of around £3 million.

We’re not permitted to share the company’s identity; however, we can say it’s an American retail conglomerate with a strong, wellrecognised presence on the UK high street.

A strategic move to Parcelforce has been in the planning for more than a year. The strength

and trust in the Parcelforce brand placed us ahead of any other carrier, thanks to our ability to provide a myriad of services, solutions, and flexibility to suit their demanding needs.

The customer has had nothing but praise and appreciation for the way we’ve introduced them into our network, specifically our level of service and the delivery experience of our frontline drivers.

Well done to all the Parcelforce team involved.

COURIER CATCH-UP

USING QR CODES

Browse previous issues at myroyalmail.com/courier or by scanning the QR code. This edition will appear online around three weeks after it’s been delivered.

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

GOOD TO KNOW

ROUND-UP

Postie collects starring role in pod production

Hey, big savers Thought of something that could help the business save money? We want to hear it!

Every Penny Counts is an opportunity to share the insights and lightbulb moments that may help us make savings.

Big or small, whatever you think could help, we want to know.

“Every penny counts so we can invest it in our future,” said Chief Operations Officer

Grant McPherson. “I encourage everyone – don’t think you haven’t an idea, I bet you have.”

The Every Penny Counts team meets each week to discuss ideas and put them into action.

Email your ideas to everypennycounts@ royalmail.com, scan your QR code on the posters, or join us on Workplace to see regular updates.

We’ve added coffee pod collections to our ever-expanding Parcel Collect offering – and it’s thanks in no small part to a Kent postie.

Our new partnership with Nespresso will see posties pick up used coffee capsules from customers’ doorsteps before they move through our pipeline and finish up at a Veolia recycling centre.

Postie Roger Roy, of Orpington Delivery Office, contacted Nespresso to discuss the opportunity and found the sales team was on the case – landing him a lead role in a promotional video.

“I was delivering parcels and a customer asked if I’d take capsules away, and it got me wondering if there was a solution to help Nespresso with,” said Roger, a postie of 34 years. “I contacted Nespresso and I got an email back saying ‘great minds think alike’.

“Nespresso has now joined forces with Royal Mail to offer a service that recycles capsules.

“Anything that can make it easier for our communities to recycle has got to be a win-win.”

The initial trial will lead to full rollout of this service to the entire Podback group – which includes Nespresso, and is a notfor-profit coffee pod recycling service.

WATCH Scan the QR code to see Roger in Nespresso’s promotional advert for the service.

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CHRISTMAS 2023

DELIVERING FOR THE NATION

We are Christmas We’re right at the heart of our busiest time, and this year is all about demonstrating the importance of Royal Mail at Christmas.

For more than 500 years, Royal Mail has been embedded within the fabric of UK society and synonymous with Christmas.

Our iconic red postboxes feature on many of the Christmas cards we post through letter boxes, and we’re the carrier responsible for delivering many of the presents found under trees on Christmas morning.

Our customers rely on us now more than any other time of year.

This Christmas, it’s more important than ever for us to deliver excellent quality. We’ve already started to win back customers, and a great December will put us in a strong position to win back even more in the new year, helping the business grow and securing our long-term future.

OUR PEOPLE SAY...

IAN STEWART Driver, Princess Royal Distribution Centre “What makes Royal Mail special at Christmas is our pivotal role in delivering millions of presents. We ensure every gift reaches its destination on time, embodying the spirit of the season. It’s this commitment that sets us apart. We connect loved ones and make Christmas magical.”

CHRISTMAS WRAPPED Matt Grimwood and Ebony Riggs looking the part

LOOKING BRIGHT Kim Cox and her team delivering quality

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COURIER Autumn-winter 2023

We know it’s a busy and challenging time, which is why we launched the quality‑of‑service peak incentive to recognise and reward your efforts. By working as a team, you can be rewarded as a team, and we look forward to celebrating those of you who deliver great quality.

It’s not going to be easy. But if it were easy, everyone would do it.

Chief Operating Officer Grant McPherson told Courier: “This peak period is critical for us. We have to show customers they should be choosing us.

“Thank you for your hard work so far and good luck for the rest of peak. Not only do we deliver Christmas – We are Christmas.”

FESTIVE FUN Colleagues at Mansfield Delivery Office getting into the Christmas spirit.

Peak in action As part of the 2023 We are Christmas campaign launch, Courier visited Mansfield Delivery Office to capture the team as it began it put plans in place to deliver for their customers.

Graham Jeffery, Mansfield Customer Operations Manager, said: “We did a lot of preparation to make sure we were ready.

“Everyone here is pulling out all the stops to deliver the best quality we can for our communities – and having some fun along the way!”

WATCH The 2023 We are Christmas film captures the spirit of this year’s campaign.

OUR PEOPLE SAY...

PAUL GIBBONS Postman, Swindon “I think for most, it means bringing people together even when families and friends are apart.

From down the street to worldwide, from a card to a gift, knowing someone cares means everything and Royal Mail makes this happen.”

Peak by numbers...

OUR CUSTOMERS SAY...

A global leader in selling licensed sports merchandise online became a new Royal Mail customer this peak.

“As a constantly growing ecommerce retailer, we have a huge amount of parcels leaving our doors every day. We trust in our partners to provide a service where customers’ satisfaction is the sole focus of what we do.

Royal Mail feels like ‘Britain’s postal carrier’ and we are proud to support a carrier which is an expert at what it does.

“Christmas is a time for tradition and Royal Mail has been part of that tradition in this country for many, many years. It is a great honour to work with Royal Mail on this basis, and we look forward to our very first peak with you. Please help us to deliver Christmas miracles.”

16,000

temporary workers recruited

6,800 additional vehicles

1,000+

road haulage contractors

176,500 m

2

of temporary space created, equivalent to 16 football pitches

600 2 additional people hired at our two super hubs

1,500

million

additional drivers and indoor workers for Parcelforce Worldwide

parcels expected per day

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OUR BUSINESS

ROYAL MAIL HALF YEAR RESULTS 2023-24

The results are in

Our half year financial results have been released. The numbers are tough – as we expected – but we move into the new year with optimism.

In the first half of the 2023-24 financial year, Royal Mail lost £319 million.

Although the results were in line with expectations, despite challenging macroeconomic factors, this shows the scale of the task that lies ahead. It won’t be easy, and it will take time. But thanks to your hard work, momentum is on our side.

Since Group CEO Martin Seidenberg began his role in August, the focus has been on prioritising, improving quality‑of‑service and delivering a successful Christmas 2023.

A new period of stability, driven by good progress on the implementation of the CWU agreement, is seeing us win back customers.

Now, we must continue to focus on delivering great quality to win back more of the volume, and looking at how we can better serve customers in a changing environment.

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COURIER Autumn-winter 2023

MARTIN SEIDENBERG Group CEO “Our numbers for the first half of the year are in line with expectations, but we cannot lose sight of the fact that they’re a tough set of numbers. We have gained some momentum – I can feel that. If we can keep that going, I’m sure we will deliver a great Christmas and be successful going forward.”

ANGELA NOON Chief Financial Officer “We’re doing everything we can to address the quality issue, and with quality comes growth. We know we have to grow our way out of this issue.

We’re very positive and optimistic we can do that.”

NICK LANDON Chief Commercial Officer “We’ve been winning customers back from the moment the strikes stopped. The moment we got that agreement, the happier they were to sign up to long-term deals. We’re almost at our target of winning all those customers back – which is great news.”

GRANT MCPHERSON Chief Operating Officer “I’ve met lots of customers recently and they’ve told me they love it when we’re at our best.

When we’re at our best they want to use Royal Mail. Now it’s about making Christmas special for them.”

Adjusted operating loss:

-£319 million

Performance: In line with expectations

Revenue

DOWN

P PRIOR TO IT

3

Stabilised the business

3

Implementing CWU agreement

< <<<< << <<

Prioritised activity

< <<<< <<<<<

3

Restore quality and deliver Christmas

Y

3

2.9% Addressed letter volumes:

DOWN

9

%

DOWN Parcel volumes:

6

%

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MARTIN SEIDENBERG

MEET THE CEO

LOOKING AHE Just over three months into his role as Group CEO of International Distributions Services, Courier sits down with Martin Seidenberg for his reflections so far and a look ahead to 2024.

In August, Martin Seidenberg started work as Group CEO of International Distributions Services (IDS).

Under a revised structure, Martin leads the IDS Group and sets its strategic direction, while CEOs for Royal Mail and GLS will be responsible for operational management of the two businesses.

The CEO of GLS, Dr Karl Pfaff, was appointed in October. Martin is leading Royal Mail on an interim basis while the search for a CEO is underway.

Martin was CEO of GLS from June 2020, initially joining as CEO of GLS Germany in 2015 after 15 years at DHL.

How did it feel to get appointed to the job?

I would describe it as a great privilege. I’ve lived in many countries, but it was during my time living in the UK many years ago that I truly realised the special connection that Royal Mail and Parcelforce employees have with the UK public.

I’m already incredibly proud of what we

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COURIER Autumn-winter 2023

have achieved at GLS in recent years, and it’s great to now be playing a part in more than 500 years of Royal Mail’s history.

How do you reflect on the first few months?

I took this role because I firmly believe we have two companies with great potential – Royal Mail and GLS. Now, a few months into the job, I’m more convinced of that than ever.

The combination of Royal Mail and GLS is a powerful portfolio for IDS, and one that will be even stronger once both companies reach their full potential.

I was clear from the start about the need for us to prioritise, and that’s what we have spent my first few months doing. We’ve made quality the number-one topic and now we’re working to deliver a successful Christmas.

You came in shortly after the end of our industrial dispute with the CWU. How are we moving on?

We’ve entered a new period of stability. As a result, customers are coming back. I’ve

been speaking to many of those customers and the reasons why they are coming back are clear – it’s our scale and reach, our brand and strong customer relationships, and increasingly it’s because we are now recognised as the greenest operator, with the lowest CO2 per parcel.

But while we have won many of the customers back, we must earn the right to get even more of their volume.

We have made good progress implementing the CWU agreement, with changes such as seasonal hours already in place. And we’ve been preparing the changes we need, for example, to network window start times from the beginning of our financial year 2024/25.

Despite those positives, how challenging does our financial position remain?

In the first half Royal Mail lost £319 million.

This is in line with expectations, but shows the scale of the task ahead. There is a lot to do, and it will take time. What I’m seeing during peak is showing me that we can do it.

EAD

HOBBY

I love running – I’ve done a few marathons and half marathons. I would love to do a London half marathon next year.

HOLIDAY

Asia – I lived there before with my family and enjoy going back whenever I can.

MUSIC

I recently saw some great live bands in Hackney. I’m looking forward to seeing more of what the UK music scene has to offer.

FOOTBALL

GLS sponsors Borussia Dortmund, so I sympathise with them, but really my club is Cologne. I’m still to find my preferred UK club – suggestions welcome…

Great quality means more customers. More customers means more volume. And more volume means more work, better opportunities, and better job security.

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NEW ERA CEO Martin checks in at our recently opened Midlands Super Hub.

COMPANIES THAT REALLY WIN IN OUR MARKETS DON’T FOLLOW THE TRENDS – THEY GET AHEAD OF THEM. You’ve said it will take time, but what should we be focusing on now?

This peak period is the launchpad to show our customers that we can deliver, and we must keep improving our quality from there.

I’ve always believed that great quality is a driver of growth. Great quality means more customers. More customers means more volume. And more volume means more work, better employment opportunities, and better job security for everyone.

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COURIER Autumn-winter 2023

And what are those key changes that will help modernise the business?

Firstly, it’s about continuing to develop and transform our business, including implementing the CWU agreement.

Secondly, we need to ensure we have a modern and sustainable Universal Service. We are seeing growing support from stakeholders about the need for change. When letters have fallen from 20 billion a year to just seven billion, people understand that it’s just not sustainable to operate as we’ve always done.

We are transforming, but we need Ofcom and Government to do their bit.

Most importantly – it’s about putting our customers at the heart of what we do. The companies that really win in our markets are not the ones who just follow the trends. Smart businesses get ahead of these trends, and are already planning three, four, five years ahead for how customers’ needs are changing.

This means looking again at the ways that customers can access our services.

Already around half of Royal Mail’s consumer sales are online – not many people realise that! By making it easier to buy online and offering new options like Parcel Collect, we now have more direct relationships with our customers, which is brilliant for business. We also have a few other ideas we are working on, so watch this space…

Right now, we’re in the middle of peak. What must we focus on?

It’s all about delivering a great Christmas for our customers. That’s the focus.

I’m seeing a new level of energy while I’m out and about, with our people getting

into the spirit and sharing their successful performance, which is great to see.

I love our We are Christmas video, as it really shows what we’re about, the teamwork and commitment to delivering for our customers.

This peak is a golden opportunity to show everyone why Royal Mail should be the carrier of choice, and why they should put their business with us.

Any final comments for our colleagues?

Thank you to everyone at Royal Mail for what you do every day for the company and our customers.

We have gained momentum – I can see and feel that. If we keep this momentum going, I’m sure we will have a bright future ahead.

HONOURING ACHIEVEMENTS Martin and EmbRace chair Sasha Monique Henry-Crawford at our exhibition celebrating October’s Black History Month.

OUR MISSION

STEPS TO ZERO

Fuelling our future Switching from diesel to vegetable oil and electricity are just two of the moves we’re making on our mission to reach net zero.

Our Sheffield teams marked two milestone moments on our lowemissions mission this year.

Sheffield Mail Centre is now one of our six sites pumping Hydrotreated Vegetable Oil (HVO) into its diesel HGVs. Sheffield was also at the centre of our electric vehicle deployment as it welcomed our 5,000th electric vehicle (EV).

ELECTRIC DREAMS Postie Jonathan Cooper loves his new green machine.

Switching from diesel HVO fuel has the potential to reduce direct greenhouse gas emissions by up to 90% when compared to diesel.

“It’s important that our customers continue to see us as an environmental frontrunner,” says Fleet Director Rob Fowler. “The introduction of electric vehicles has reduced our emissions in our final mile, but for our heavy good vehicles, electric and hydrogen alternatives are still in development.

“The range of the vehicles that are commercially available is fairly low, they are still quite expensive and the infrastructure isn’t in place yet. We’re key players in this market and we’re helping shape it, as well as getting involved in trials. The switch from diesel to fossil fuel-free HVO at some key sites provides us with a ‘stepping stone’.

Basically, it lowers our emissions while the technologies mature.”

Our HVO is made from residual waste oils, such as used cooking oil or similar waste feedstocks.

We have now transitioned from diesel to HVO at six Royal Mail sites.

Electric vehicles: the buzz Currently, 13% of our total emissions and 23% of our air pollutant emissions come from our final mile vehicles.

Not only does switching to electric vehicles mean reduced emissions, it also means we’re spending around 60% less on repair bills and 78% less on fuel.

• Lower emissions • Better for the environment • Up to 160 miles between charges • Holds more parcels • Smoother drive • Supports our net zero commitment

EV does it In our quest to make the Royal Mail delivery fleet more sustainable, we deployed our 5,000th electric vehicle in Sheffield this year.

Our fully electric vans offer up to 38% larger load space, compared to their predecessors, helping us accommodate rising parcel volumes safely and efficiently.

“The new vans are becoming a familiar sight on the streets of Sheffield,” says postie Steven Hague. “It’s great to know we’re doing our bit to reduce air and noise pollution in the city – and driving them is a breeze.”

Our Sheffield teams are in the vanguard of the journey to a greener future.

OIL BE THERE FOR YOU Our Sheffield team’s heading for a greener future with its HVO HGVs.

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OUR BUSINESS

CHANGING CUSTOMER NEEDS

What next for the Universal Service?

In September the postal regulator, Ofcom, announced it will be reviewing the Universal Service Obligation (USO). We reflect on some of the changes we have seen in customer behaviour and ask what’s next for the Universal Service?

What is the USO? The USO is part of UK law. It’s the requirement on Royal Mail to deliver a sixday a week, one-price-goes-anywhere letter service to every address in the country (it is a five-day requirement for parcels). Put differently, it’s about affordable, fair postal services for everyone in the UK, no matter where they are.

Royal Mail remains committed to the USO and the one-price-goes-anywhere service.

We have built our operations and services around it over 500 years. This has made us stand out from our competitors.

Things to be proud of It hasn’t been plain sailing, but here’s what we’ve achieved over the past decade.

18

years

New services such as Parcel Collect, Parcel Postboxes, Online Postage, Automatic Redelivery and the Royal Mail App

What’s changed?

The last 20 years have seen huge shifts in behaviour, with customers sending fewer letters and more parcels. At the peak in 2004/5 we were delivering 20 billion letters a year. Last year, it was only seven billion.

That’s a change from around two letters per address per day, to just over half a letter per address. And the number of addresses we deliver to has grown by about four million (a 15% increase) in that time too.

It’s simply not sustainable to maintain a network built for 20 billion letters when we’re now only delivering seven billion. Ofcom’s own guidance says that Royal Mail should have the ability to make a profit (EBIT) margin of 5-10% for the

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COURIER Autumn-winter 2023

Industry-leading average length of service amongst our workforce

80 %

Of parcels are now automated – helped by two super hubs Technology, such as PDAs, barcoded stamps, parcel sorting machines and drones, transforming how we work Continuing to provide important services for the armed forces, the blind, redirections and social tariffs

Universal Service to be sustainable. Since privatisation in 2013, we have only achieved this twice.

In September, Ofcom announced that it is looking at options for the future of the USO and will gather evidence on how it “might need to evolve to more closely meet consumer needs”. We welcome this review – which is expected to be published in early 2024 – but the need for reform is increasingly urgent. We are calling on both Ofcom and the Government to move ahead quickly.

Where next for Ofcom?

Some changes to the Universal Service – such as allowing Royal Mail to offer tracking on USO services – can be made by Ofcom.

However, changes to delivery days – such as removing the requirement to deliver on Saturday – would require the approval of Parliament.

Ofcom’s own research from 2020 shows that a five-day (Monday-Friday) letters service would meet the needs of most consumers and SMEs. We want to work with all our stakeholders including Ofcom, Government, our unions and our customers to enable change quickly and to protect the long-term sustainability of the Universal Service.

POSTAL DELIVERIES THROUGH HISTORY

Times have changed

Although customer behaviours and technology have changed considerably over the last century, the USO has barely changed to keep up with the times.

A lot has changed in the past decade, having a huge impact on our operations.

1516

65 %

15 %

20 %+

Decline in letters from 20 billion in 2004/05 to seven billion in 2022/23 due to the rise of digital communications

What our customers say they want

Increase in the number of UK addresses, from 27.4 million in 2004/05 to 31.6 million in 2022/23

• One-price-goes-anywhere in the UK

Consumer behaviour is changing, with 24/7 online shopping driving new expectations on parcel deliveries

• First and Second Class options

Growth in parcel volumes over the past decade An increasingly competitive parcels market (e.g. Amazon, DHL, DPD, Evri)

How have other countries adapted?

The UK is not immune to the trends that we see across the world. Most other comparable countries have already reformed their Universal Service, or announced plans to do so, and the UK is getting left behind.

• In the Netherlands letters are only delivered five days a week (this was previously six days a week) • In France, to get a next day service you have to email the letter to the post office, which prints and delivers it for you • In Denmark – an outlier due to exceptionally high rates of letter decline – standard letters are only delivered one day a week

• Delivered by the posties they trust • Seven-day parcel delivery • Low carbon deliveries

Establishment of a formal postal network under King Henry VIII. For the next 119 years the postal service operates only for the King and the Court.

1635 The postal service is opened up to the general public by Charles I.

1711 The Post Office Act paves the way for a unified postal service across Scotland, England and Wales.

Ireland follows in 1808.

1840 The world’s first adhesive postal stamp, the Penny Black, is launched.

1921 The last change to delivery days for letters – Sunday deliveries abolished.

1968 First and Second Class letter services are introduced – the first in the world.

2004 Second daily delivery removed to adapt to changing customer needs as letter volumes start to decline.

2011 The Postal Services Act 2011 privatising Royal Mail passed by Parliament – maintains requirement for a six-day letter and five-day parcel USO.

SEPTEMBER 2023 Ofcom announces review of potential USO options – publication of potential options expected in early 2024.

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OUR BUSINESS

A fresh take on performance We’re recognising and rewarding excellence while delivering greater transparency for posties.

Over the past few months, we’ve been bustling with activity at some of our delivery offices, as we pave the way for more meaningful performance conversations. This journey has involved providing our managers with advanced training, testing a brand-new app and gathering feedback, all in anticipation for the exciting launch of MyPerformance.

MyPerformance represents our response to the demand for a fair, transparent and consistent way of supporting the performance of our frontline teams.

“To be honest, it wasn’t something I wanted to use initially. But after seeing it live, it looked like something different from the business that may be useful. It’s good as it allows me to see how I’m performing.

I like to see myself hitting 100% for my driving and my tracked compliance.”

– Gordon Burt, a Workplace Coach in Baillieston

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COURIER Autumn-winter 2023

It’s our aim to move towards a place where great performance conversations support us all to deliver at our best.

After lots of trials and focus groups, we began rolling out MyPerformance to our first group of delivery units in October – and the feedback has been overwhelmingly positive.

MyPerformance means every postie gets to know more about the part they play in securing a great future for our 500+ year old business. It helps everyone to get on and get ahead. And with posties now having performance data at their fingertips, they no longer have to rely solely on their managers to discuss their performance, something posties have been asking for.

Initiatives like MyPerformance lay the groundwork for all of us to contribute to Royal Mail’s commitment to providing a first-class service to our customers.

MyPerformance is set to roll out across all regions in the coming months.

If you haven’t already been part of this exciting change, it will be coming to your delivery office soon.

The four key foundations of MyPerformance Upskill for managers Training that equips our managers with the skills for effective and supportive performance conversations, which help us all to deliver at our best.

MyPerformance framework A structured guide for holding different types of performance conversations in a fair and consistent way – from coaching and support to recognition and celebration.

MyDoorstep app An innovative app that puts performance insights at posties’ fingertips through their PDA. Recognition New and exciting ways managers can acknowledge the outstanding work of our posties – with some brilliant prizes to be won.

OUR PEOPLE

ONE ROYAL MAIL

Equal measures Be part of the One Royal Mail mission with an exciting new course from the Diversity, Equity and Inclusion team.

Explore the fascinating world of DEI with Equally Yours – a dynamic group session designed to educate, foster open dialogue and inspire positive change.

Following a successful pilot in February 2023, the DEI team’s been busy refining the course, which will be led by our first-ever in-house facilitators.

It’s time for you to register your interest and join in the fun.

MEET THE TEAM L-R: Katarina Sedlackova, Rahila Abbas, Chris Barber, Sheryll Elliott with Equally Yours Trainer, Dr Rula Al Abdulrazak

How to book You can take part in the Equally Yours course as an individual or as a team.

SCAN HERE... If you’re a manager, colleague or HRBP looking to book a session for a team.

SCAN HERE...

If you’re booking as an individual.

The session will run for three-and-ahalf hours, so make sure you have your manager’s approval.

Managers can refer colleagues to the course through SuccessFactors.

Booking implies your commitment to attend, so save the date.

For all DEI-related queries, email the team on DEI@RoyalMail.com

Delivering DEI The DEI team’s proud to introduce our first in-house facilitators – five Royal Mail colleagues who put themselves forward and have been preparing hard to deliver this exciting and informative course to every corner of Royal Mail. If you are outside the locations listed, you can still register your interest.

RAHILA ABBAS

CHRIS BARBER

Network Channel Manager, POL Channel Delivers sessions in: Doncaster, Sheffield, Chesterfield, Leeds and Huddersfield

Demand Manager, Royal Mail Group Delivers sessions in: London, East Midlands, Chesterfield and Sheffield

SHERYLL ELLIOTT

SHRBP South Midlands Delivers sessions in: Midlands, South Midlands and the North West YOMA OMALE

KATARINA SEDLACKOVA

IT Governance & Assurance Manager, Technology Biz Ops Delivers sessions in: London

Diversity, Equity, and Inclusion Manager Delivers sessions in: London and the Midlands

Workplace.com

17

>>> PULL OUT AND DISPLAY >>> PULL OUT AND SHARE >>> PULL OUT AND DISPLAY

Your Wellbeing

IN YOUR HANDS Help@hand provides you and your immediate family* with fast, free and confidential wellbeing support through one easy-to-use app.

I WANT A S

I NEED TO SPEAK TO A DOCTOR

vices on hand Help@hand has GP ser partner and 24/7 offering you, your number of children* an unlimited s with UKion tat sul free** video con t suits you. based GPs at a time tha

ECOND MEDICAL O PINION

When you n eed reassura nce, speak to a consult ant through H elp@hand.

Discuss you r health con ce rns with up to two free online consu lt at ions a year shared betw een you, yo u r p ar tner, and childre n*.

I NEED HELP WITH MY MENTAL HEALTH Through Help@hand you can access unlimited mental health consultations. Meet a therapist onlin e in a safe and confidential environm ent and agree a treatment plan, whic h may include in-person meetings.

Your partner can access these too.

OR I NEED LIFE, MONEY T WELLBEING SUPPOR p you with: Help@hand can also hel budgeting, • Guidance on saving, nagement ma t deb planning, and help from get – • Health and fitness rition nut and experts in exercise , me ho g • Life events, like movin for ing becoming a parent, car job new a g rtin sta or e someon ing support and • Personalised wellbe le coach 1-2-1 time with a lifesty

I’M IN PAIN AND ERAPY NEED PHYSIOTH

, you and With Help@hand access to your partner have hether you’ve W physiotherapists. eration or are had an injury, op cess up to eight unwell, you can ac ns. free consultatio

I NEED TO

SPEAK TO SOMEO NE NOW

The wellbei ng Employe e A ssistance Programm e (EA P) pro vi d es a free, independen t and confi d en tial 24/7 helplin e. Whether it ’s in -themoment su pport or so mething m long term, ore EA P is ther e to support your wellbei ng.

@hand: Call Help 060 65 0345 26 The app: nd Help@ha

>>> PULL OUT AND SHARE >>> PULL OUT AND DISPLAY >>> PULL OUT AND SHARE

CANCER SUPPORT AND GUIDANCE Cancer Assist provides confidential support and guidance for anyone with or affected by cancer. It provides practical and emotional support, advice on what to expect, information on post-treatment recovery and a safe space to share your concerns.

WELLBEING HUB

Call: 020 7965 0290 Email: unum@reframe.co.uk

Opening hours: 9am-5:30pm Mon-Fri

(excluding Bank Ho lidays)

ivering more We’re committed to del and those wellbeing support for you you. Take time you care about around hub where to explore the wellbeing help you be the you’ll find resources to Whether you best version of yourself. al or mental sic phy need support for eral, there’s gen in health, money or life you. It’s rt po something there to sup ryo eve ne. there 24/7, and free for

0 OF YOUR JOIN OVER 1,20 ND BE COLLEAGUES A ELLBEING PART OF OUR W OMMUNITY. AMBASSADOR C eat orted and it’s a gr You’ll be fully supp u. lp those around yo opportunity to he

JOIN THE TEAM Scan the QR code to find out more.

You can access the We llbeing Hub via the RM People App using the ‘Your Wellbeing’ tile or by visiting myroyalmail.com/we llbeing

Download the Help@hand app and register today Search ‘Help@hand’ in the App Store or Google Play or scan the QR code.

Enter the Royal Mail PIN: 164003 to register.

You’ll be asked to enter your email address, and then carry on the registration process to complete your account setup.

*Children are eligible up to their 18th birthday, or 24th birthday if in full-time education **If you require medication, a referral letter or a private fit note you will need to pay for this

Workplace.com

19

OUR TRANSFORMATION

MIDLANDS SUPER HUB

The heart of the Hub As our new Midlands Super Hub hits peak, we meet colleagues settling in and setting their sights on delivering a fantastic festive season for our customers.

The first Christmas in a new home is always an exciting time. For our Midlands Super Hub team, it’s an opportunity to build on everything they’ve learned since Royal Mail’s largest automated parcels operation opened its doors in July.

The Hub is a major milestone on our journey of transformation and growth. It takes 10 minutes to stroll the length of the 30-acre operational floor. You’ll encounter a network of steel girders, conveyor belts, parcel chutes and robot arms. While automation and technology play a vital role, behind every whirring machine and rolling conveyor is a skilled colleague dedicated to delivering during peak and beyond.

Driving excellence A former librarian in her native Lithuania, Ernesta Veres is now a key element of the Hub’s processing function, working as a Low-Level Order Picker Driver. Her role involves transporting cages full of yorks around the building, working to meet the seven-minute processing target.

Having worked at our National Distribution Centre (NDC) for 11 years, Ernesta is proud to be among the first colleagues to start processing parcels at our new Northampton facility.

“It brings me joy to be part of this exciting operation,” says Ernesta.

“We’ll be working hard in the lead-up to

20

COURIER Autumn-winter 2023

Christmas to make sure our customers have their items delivered on time and safely, showing them we’re still the best delivery service.”

A community hub One of the Hub’s earliest examples of innovation was the york assembly operation. Using our standard york containers, a new type of sleeve was created. Made from a rigid plastic, these white sleeves are cut out by machine and then constructed by colleagues.

William Smith has taken on this role following his move from NDC, where he was loading and scanning.

“I was pleased to be working on a new process at the Hub,” says Will. “We’ve never created our own equipment onsite before, and it shows our ability to be innovative and industry-leading.

“There’s remarkable camaraderie among the team members,” he adds. “We’ve created a real sense of community.”

Workplace wellbeing Naheed Farooq’s also enthusiastic about the opportunities and enhanced working environment since her move from NDC. As a mental health first aider, she’s on hand in the Hub’s Wellbeing Room. An important part of her role is to let colleagues know about all of the services, resources and tools available to help improve all aspects of their wellbeing.

“I’ve always been interested in mental

and emotional health and how it affects people,” explains Naheed. “I have a passion for helping people and, having lived with mental health issues in the past myself, I feel it’s still a taboo topic.”

From Birmingham with love Rohit Bhatt’s eager to highlight the support Royal Mail’s given him over the years as he dealt with his own health and personal issues.

Rohit made the move from Birmingham Mail Centre, where he’d worked as a TOPS2K Operator.

“The Hub is amazing and really futuristic,” he says. “I’m excited to make a fresh start here, having previously worked at Coventry, South Midlands and Birmingham. It’s good to be part of something new.

“The business has really backed me through some difficult times and I want others to be aware of the support they can access,” he adds.

Rohit believes that, with Naheed on hand to help in the Wellbeing Room, a gym equipped to enhance physical wellness and a multi-faith space for reflection, the Hub’s a 21st-century operation that has colleague welfare at its heart.

And that’s important. Because it’s the combination of automation and people power that will energise the operation through the Hub’s first festive season and beyond.

8 75 10

70,000

ELECTRIC CAR CHARGING POINTS

%

yorks of parcels per day will pass through the Hub, adding up to 235 million parcels a year

ROBOT ARMS

of parcels do not touch human hands, increasing secure handling

COMMUNITY SPIRIT William is enjoying his new role on the york assembly operation.

6

KM OF CONVEYOR BELTS

40

%

of Royal Mail traffic will be cross-docked daily through the Midlands Super Hub when it’s fully operational

COLLEAGUE SUPPORT Wellbeing ambassador Naheed looks after the Wellbeing Room.

The Hub’s steel frame weighs

4,500 7 TONNES

1,600

KM OF SORTER TRACKS

VEHICLES will travel in and out of the Hub daily

OUR BUSINESS

REVENUE PROTECTION

Foiling the fakers How five key actions can help us spot and prevent fraud.

A customer trying their luck with counterfeit postage labels was stopped, thanks to vigilant Royal Mail colleagues on a mission to protect our revenue.

The Collections team at Plymouth Mail Centre moved quickly when parcels collected from various Post Office branches were handed over without paperwork. The team applied the Red X process, one of the five key actions that Revenue Protection (RP) is promoting to make sure we’re paid for all the hard work we do.

Launched in September, RP’s actions for Collections, Processing and Delivery give colleagues the tools to help them spot when customers aren’t paying for products and services correctly.

The RP Fraud Prevention team confirmed that the labels used had been

altered manually and were fraudulent.

Andy Bennett, Collections Customer Operations Manager (CCOM) at Plymouth Mail Centre, says the information shared by colleagues provided the direction needed to act on their suspicions and resolve the issue.

“The customer behind the counterfeits was found to have posted multiple parcels into various Post Offices,” says Andy. “Thanks to swift and correct action from the team, Revenue Protection was able to hold that mail, contact the sender and obtain correct payment and a surcharge before releasing the parcels for processing.”

Have concerns about a customer’s posting behaviours? Contact RPUK@royalmail.com

Five key actions Collections 1. Tell RP when you’re concerned about a customer 2. Account mail: no paperwork, no collection 3. Scan all sales orders at the Acceptance or Collection point 4. Follow the Red X process 5. Don’t collect oversize or overweight items if there’s a health and safety concern Processing 1. Every parcel must be scanned in the manual area 2. Put everything you can through the kit 3. Follow Parcel Induction best practice – place all the items correctly on the belt 4. Hand over mech-rejected items to RP – it won’t affect quality 5. Tell RP when you think a customer’s posting out of specification Delivery 1. Never deliver an unpaid item 2. Don’t collect or deliver oversize or overweight items 3. Tell RP when you’re concerned about a customer 4. Site access: stop drop and runs by challenging customers 5. Bank surcharge cash and upload your web browser weekly

22

COURIER Autumn-winter 2023

OUR BUSINESS

ENHANCING SERVICES

Parcel partners How a Parcelforce and Royal Mail collaboration’s delivering real benefits in rural parts of Yorkshire.

Delivery offices in Royal Mail are teaming up with neighbouring Parcelforce teams to drive efficiencies, cut carbon emissions and deliver an enhanced service to parcel customers on rural routes.

Royal Mail already delivered on behalf of Parcelforce in remote areas of Scotland and Wales. This sustainable approach optimises the Delivery and Collections network in rural areas with low-density drop rates. And, since September, additional delivery offices have come onboard and are now delivering Parcelforce items.

The first to deploy post-agreement was Skipton Delivery Office with Parcelforce Leeds. That means just one delivery to addresses that are often hard to reach, rather than separate visits from posties and Parcelforce drivers.

“Communication was key to this project,” says Skipton Customer Operations Manager Charles Brown. “We worked alongside our CWU colleagues, area managers and Parcelforce to overcome the challenges, learned from our Wales and Scotland teams and purchased new equipment.”

It was a team effort, adds Parcelforce Leeds Operations Manager Lawrence Cieslik, who engaged with Parcelforce Delivery and Collections customers to ensure a seamless transition.

“Our main concern was maintaining service levels for our customers and

monitoring the impact on our colleagues,” says Lawrence.

Skipton DO CWU rep Rachel Wood values the focus on protecting service levels and workplace wellbeing.

“Charles puts plans in place to address issues such as the volume and weight of items,” says Rachel. “These items are

allocated to someone else so that it doesn’t have an impact on our regular deliveries.”

Parcelforce Managing Director Aaron Barnes adds: “These kinds of collaborations are helping us lay the groundwork for improved financial viability so that we can make the investments we need for future growth”.

Workplace.com

23

OUR BUSINESS

PARTNERS IN CRIME

Taking the Mick How Royal Mail helped police take down a county lines drugs gang who moved half a million pounds using Special Delivery.

It’s September 2021 and the seaside town of Newquay is settling down after a second summer grappling with tourists and Covid restrictions.

In the Quintrell Inn, two men from out of town are drinking and drawing attention to themselves, arousing suspicion among the regulars.

The men leave and take a taxi to their campsite before realising they’ve left a bag in the pub. Frantic, they get a cab back, but police are already there. The men flee.

The bag – which is covered in their DNA – contains coffee jars stuffed with around £50,000-worth of heroin.

The big shift When Covid hits and the UK’s roads go quiet, drugs gangs who typically use cars to transport cash and supplies have to find new ways to keep business moving.

24

COURIER Autumn-winter 2023

A year into the pandemic, Devon and Cornwall Police suspect a gang codenamed Scouse Mick is using the postal network to support its operation. Investigators contact Royal Mail. Transactions and Disclosures Manager Lisa* helps them launch a formal application under the Investigatory Powers Act (IPA). Once the application is approved, what Lisa uncovers is quite staggering.

“We see that the suspects have been using Special Delivery to keep close tabs on their packages. In all, we see that over a 19-month period, the suspects have moved at least 140 parcels between Liverpool and Cornwall.”

Crucially, the data shows investigators the exact weight of every parcel, which means they will be able to get a handle on just how big the Scouse Mick operation is.

When criminal duo Kevin Condliffe and Richard McLean leave that carrier bag of heroin in a Newquay pub, they hand Devon and Cornwall Police a key piece of DNA evidence on a plate.

The heat is on and with the IPA order live, Royal Mail has the authorisation to track every Special Delivery the suspects make. Lisa works day and night to support the police as they close in on the Scouse Mick operation.

The sting in the tale On July 12 2022, Condliffe posts two parcels to Liverpool. Between them, the packages contain nearly £10,000. And this time, the team’s ready. Lisa’s up early, tracking the parcels on her laptop, ready to inform police as soon as they arrive.

“I keep hitting refresh. Then the first package lands and we wait for the second. It’s crucial that police on standby in Liverpool and Cornwall act at the same time.”

As soon as both packages are signed for, Lisa gives the signal and 130 officers execute 11 warrants simultaneously in Helston, Penzance, Carbis Bay and Liverpool.

That morning, thanks to months of collaboration between the police and Royal Mail, 17 arrests are made. More drugs and cash are seized, along with 40 mobile phones and high-value assets including watches. The Scouse Mick gang is finally taken down.

“We worked closely with Royal Mail and Merseyside Police to identify the patterns and behaviours being used by this group,” recalls Detective Inspector Glenn Willcocks, senior investigating officer at Devon and Cornwall Police. “We were then able to track the volume and frequency of the parcels which enabled us to understand the scale of the group, take action against the offenders and dismantle the drugs line.”

Partners in crime Lisa continues to work closely with the police as they build their legal case. In a UK first, data supplied by Royal Mail helps the Bank of England put a number on the amount of money being moved. It’s believed the Scouse Mick county line sent at least £500,000 worth of profits by post.

The defendants plead guilty and in April 2023 they’re jailed for conspiracy to supply heroin and cocaine. As testament to the scale and success of their work, Lisa and the detectives at Devon and Cornwall Police are presented with a Home Office award for collaborative working.

“It’s a good feeling when a case like this has been successful,” Lisa says. “And a great example of Royal Mail and the police working together.”

HELP STAMP OUT CRIME If you have suspicions about an address or anything you’re delivering, speak to your manager and contact the Royal Mail Security team by scanning the QR code or via royalmail.com/ all-eyes-on-security (using Microsoft Edge)

KEVIN CONDLIFFE, 46

RICHARD McLEAN, 39

KIERON ELLIS, 44

Jailed for nine years and six months

Jailed for eight years and six months

Jailed for seven years

JONATHAN FINCHAM, 52 Jailed for six years and six months

*Surname withheld for security reasons Workplace.com

25

OUR CHARITY PARTNER

BRITISH HEART FOUNDATION

From the bottom of our hearts It was the year you chose to raise funds for British Heart Foundation – and what a year it’s been.

We’re on a mission to raise £2 million for British Heart Foundation (BHF). And our first Great Big Fundraising Challenge saw thousands of Royal Mail people across the UK hiking, skydiving, running, riding, baking and taking part in many more activities to support British Heart Foundation’s vital work.

Together we raised £230,975 during the challenge. Thank you! The money raised throughout the four years of our partnership will fund the Community Hearts Programme.

3e0d!k £2 rais

The Community Hearts Programme So far, the money raised by Royal Mail has: • Launched a new CPR tool for secondary school pupils in the UK. We’re aiming to train one million young people in lifesaving CPR skills with the new digital CPR training tool Classroom RevivR.

What would you do if somebody’s heart stopped?

Effective use of CPR and a defibrillator can more than double the chances of survival after a cardiac arrest.

Learn how to give lifesaving CPR and how to use a defibrillator in just 15 minutes with RevivR – a free, easy to use, digital training tool.

Do it at home today. Maybe even get the family involved over the Christmas break. All you need is a mobile phone or tablet, some floor space and a firm cushion to practise on.

FIND OUT MORE Scan here to complete the training today.

26

COURIER Autumn-winter 2023

• Made BHF’s Heart Helpline free to call. For the first time in 20 years, the public will no longer be charged for calling to seek support from an experienced cardiac nurse. Call the Heart Helpline on 0808 802 1234 – open weekdays 9am to 5pm (excluding Bank Holidays).

• Launched the Community Defibrillator programme. UK-based community groups can now apply for a free public-access defibrillator.

We’re aiming to fund hundreds across the course of our partnership.

Thank you from David BHF Ambassador and ex-England goalie David Seaman, who himself lives with a heart condition, shares his message of thanks here.

Heart Month is back in February 2024.

Join the National Charity Partner group on Workplace for the latest updates.

OUR BUSINESS

WATCH&WIN

A Win-ter wonderland Meet the Parcelforce driver enjoying Watch&Win Rewards and find out how to boost your own this Christmas.

Parcelforce driver James Storr’s keen eye for a lead has earned him more than £1,500 in Rewards with Watch&Win. James, pictured above, has been enjoying money off his Tesco food shop and DIY supplies from B&Q thanks to his knack for spotting opportunities and building contacts.

“The Rewards I’ve earned from Watch&Win have been a huge help in easing cost-of-living pressures during the run-up to Christmas,” says James, who’s based at our Parcelforce Lincoln depot.

Watch&Win handed out more than 2,000 individual Rewards payments worth around £80,000 in the first six months of this financial year. That generated Royal Mail and Parcelforce leads topping £1.7 million.

James started spotting Watch&Win leads within a year of joining Parcelforce. He’s always got an eye on other delivery carriers and talks to customers about their needs and any issues they might be having.

By gathering as much information as he can – such as names and contact numbers – James is able to put in a detailed lead to the Watch&Win team.

Rewards boost in the new year, simply for submitting a lead by Christmas Eve. Two of James’s recent submissions have turned into sales. And he’s not done yet.

He says: “I’ll be continuing to keep an eye open for other opportunities and submitting as many as I can during peak.”

GET INVOLVED Spotted an opportunity? Scan the QR code to find out more, submit a lead, earn Rewards and be in with a chance of landing a £500 Rewards boost.

£500 Rewards boost Spotters have an opportunity to boost their Rewards and win Christmas prizes with the Watch&Win advent calendar.

One lucky spotter will receive a £500 Workplace.com

27

BREAK TIME

SOMETHING FOR YOU

Win!

West End theatre night with London hotel stay

Here’s a prize worth making a song and dance about! Enjoy a West End show and an overnight stay in London. We’ll treat you and a guest to tickets for the show of your choice. Pick from an exciting range of world-class musicals, including Jersey Boys, Wicked, Back to The Future – The Musical and more.

For the chance to win a thrilling overnight theatre break worth £500, 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. Or post your

Harry Potter and Paddington stamp sets

entry to Courier Competition, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW. Include your name and address – along with your job role and location. Entries must reach us by Friday 2 February and may be published in a future edition.

WIN! One of 10 £10 One4all Gift Cards

KEYWORD CROSSWORD 1

2

3

4

5

WIN!

5

A beloved bear and an iconic bespectacled wizard feature on new Royal Mail stamps and collectibles.

A charming collection of Special Stamps and souvenirs commemorates 65 years of Paddington, the enchanting bear with a hard stare and a fondness for marmalade sandwiches.

Ten Harry Potter stamps capture Harry, Ron, Hermione, and even the Dark Lord himself, during the pulse-pounding spectacle of the Battle of Hogwarts – the culminating fight between good and evil.

When you’ve found the keyword, 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 2 February.

ACROSS

6

6. East Midlands city, home to three generations of Pearce family posties (9)

7

7.

8 7

9 8

10

8. Lionel’s 1984 chart-topping greeting (5)

11 9 12 10

Last bite of delicious baked pastry dish leaves mathematical aftertaste (2)

9. Male parent, informally (3)

11

11. Tardy woman has enlarged pupils (6)

12

12. Female goat looks after child (5) 13 14

14

15

13

13. Set of twelve (5)

16

17

14. Drummond and Cauty’s anarchic 90s band (1,1,1) 18. Large mammal packs its trunk after unspoken problem in the room (8)

18 15

16

19. Stewart, Hull or Laver (3)

19

20. Occurring four times a year (9)

20

DOWN It’s a crossword with a twist! Once you’ve completed the grid, fill in the keyword, below, that’s revealed by the shaded squares.

1.

Type of hydrotreated oil being used instead of diesel on our Net Zero journey (9)

2. Mum’s gone to North Atlantic island (7) 3. Powdery fire residue (3) 4. Running race reward (5) 5. Dickens novel with a Twist (6)

SUMMER 2023 ANSWERS: ACROSS 4. Axle 6. Northern 7. Dough 8. Pride

10. Railway 12. Try 14. Ireland 15. Ants 16. Camera

9. Prehistoric reptile (8) DOWN 1. Coronation 2. Stag 3. Key 4. Angry

5. Leaderboard 9. Jamaica 11. Leeds 13. Adams

10. Location of our Midlands Super Hub (8) 15. Red Hot Chili Peppers’ insect bassist (4) 16. Forcibly eject liquid after WWII fighter aircraft loses tail section (4) 17. Olympic unarmed combat sport (4)

Name Postcode Home address 28

COURIER Autumn-winter 2023

We’re giving away 10 sets of stamps from both issues. Email couriercomp@linney.com with your name, address and contact number – and use ‘Stamps’ in the subject line. Or post your entry to Courier Stamps, Linney Create, Adamsway, Mansfield, Nottinghamshire NG18 4FW. Entries must reach us by Friday 2 February.

Discover more stamps, souvenirs and gifts by visiting royalmail.com/shop or scanning the QR code.

CONGRATULATIONS to Barnard Castle postie Amanda Ainsley, the summer 2023 edition winner of a two-year National Trust membership.

BREAK TIME

MAILBAG

Readers share tales of Royal Mail life and reflect on stories from the previous edition of Courier.

It’s my round After 45 years’ service, I can relate to Alton postie Roz Packett’s story. She’s shown loyalty and dedication to Royal Mail and her customers for half a century. Well done, Roz. Andy Semple OPG, North Delivery Office, Bristol

Beyond Belfast The pride that Carrickfergus posties Stephen and Andy have for their hometown, its history and community, resonates with me.

The story of loyalty, progress and belonging provides a wonderful snapshot of a small pocket of the UK. Luke Smith Social Media Executive, Cornwall

Our customers: Wuka What a brilliant piece in so many ways.

It’s wonderful to hear a customer say that our great service goes hand in hand with their great product.

Siobhan O’Donnell International Settlements Team, Chesterfield

Reign and shine

One Royal Mail

One of the best things about being a postie is saying ‘Hello’ to people you meet. It’s amazing that when Chris Page delivers to Highgrove, he says ‘Hello’ to the King – and the King waves back!

Melinda Citrine OPG, Rock Ferry Delivery Office

Learning about our Employee Resource Groups makes me think about my colleagues’ diverse backgrounds and perspectives. The better we understand each other, the easier it will be to create a fairer and more inclusive workplace.

Robert Baker Vehicle Technician, East London Workshop

WIN!

PICTURE PERFECT

Postie Peter Mainey from our North West Hub was the October winner of our Workplace photo competition for his stunning shot of the Eyri National Park in Snowdonia.

Share images from your working day for the chance to win an iPad or £350 worth of shopping vouchers. Head to Team Royal Mail on Workplace and use #PicturePerfect with your image and a short description. Check each month’s theme before you post.

From fundraiser to beneficiary Neil Felton, a former member of the Royal Mail HR team in Wakefield and Sheffield, on raising cash for our charity Rowland Hill Fund (RHF) before becoming a recipient of support himself.

I worked for Royal Mail for 20 years and, in my last role with the Attendance Team, was involved in charity fundraising events – from car washes and cake bake sales to sky diving. I was part of the team that organised a sponsored bike ride for RHF. I was in the emergency car that followed (and often lost) the cyclists.

Unfortunately, I had to leave Royal Mail when my health deteriorated, as it became more and more difficult to walk. I successfully applied to RHF for a grant for a mobility scooter, and wanted to remind Courier readers of how fundraising events and donations can make a difference to the lives of Royal Mail people.

So, thank you to all the colleagues who raise funds and to RHF for its support.

FIND OUT MORE Scan the QR code to discover the different ways the charity for postal people provides support.

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.

Workplace.com

29

OUR ROYAL MAIL

WHY WE’RE HERE

THREE OF A KIND Meet the Leicester family carrying the postie legacy across three generations.

When Rob Pearce became a reserve postie in 1988, he hardly imagined that he’d welcome his granddaughter into the Royal Mail family more than 30 years later.

At 17, Charlie is the third generation of the Pearce clan to join Leicester Delivery Office. She’s been working as

30

COURIER Autumn-winter 2023

a postie since January, alongside Rob and her dad Lee, who are both COMs. “I began work in a sorting office before I became a postie,” recalls Rob. “I was working part-time at first, three nights a week. I transitioned into a full-time role, became a PHG and then, eventually, a deputy manager.”

Seeking stability and a secure pension to support his family, Lee was inspired by his dad to join the delivery office as a reserve.

Tenacious and determined, he climbed through the ranks to enter the management trainee scheme at just 29. Despite the family ties, Lee maintains that he’s earned his position through determination and merit.

“When I first started, there were a few jokes from colleagues about favouritism,” says Lee. “But Dad always treated me with the same respect and care as everyone else.”

Lee believes that his track record of hard work and support for his team has earned him the trust and respect of his colleagues and it’s clear that this kind of mindset runs in the family. Despite working in the delivery office for less than a year, Charlie’s thriving in her role. Naturally self-reliant, she’s found that being a postie suits her personality and lifestyle. And she never hesitates to work overtime to serve her local community.

I FOUND THAT COLLEGE REALLY DIDN’T SUIT ME. I’M SO HAPPY TO HAVE SETTLED HERE. “It’s a stable job with a good salary,” says Charlie. “But beyond that, I really enjoy the flexibility. You get into a routine, stay fit and essentially work at your own pace.

“I went on holiday recently and found that I really missed the structure of the job!”

During their time at the delivery office, Rob and Lee have made sure to maintain a professional distance, while also remaining on hand to support each other when necessary.

“We don’t tend to interact at work as

much as you’d expect,” says Lee. “But we always cover for each other. If my dad or Charlie needs assistance, I’ll step out of my section when I can to lend a hand – as I would with any colleague. And I recognise that I wouldn’t have reached my current position without my dad’s guidance.”

Likewise, Rob acknowledges the pivotal role his son has played in his Royal Mail career. As Lee became a COM earlier on, Rob sought his assistance when transitioning from his own position as a deputy manager.

“After 30-odd years in the same company, I’d never had to write a CV,” laughs Rob. As he reflects on his years of service and considers his impending retirement, Rob believes his diverse experience in different roles has helped him to understand the day-to-day challenges faced by posties and, as a result, has enhanced his effectiveness as a manager.

Rob and Lee are optimistic that Charlie will follow in their footsteps.

And they hope that the experiences and opportunities which have defined their own working lives will be available to newer generations joining our business.

For Charlie, the Pearce family legacy is only just beginning. She’s hoping to inspire her younger sister, who’s autistic – which means she’s eager to find a structured work environment suited to her particular strengths.

“I love how inclusive the role is, and I’d recommend it to anyone, especially young people drawn to practical work with an opportunity to learn and progress on the job, rather than the higher education route.

“Before I became a postie, I was at college, and found that it really didn’t suit me. I’m so happy to have settled here and I’ll always be grateful to my family for supporting me along the way.”

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Duke of Edinburgh Bursary Watch as your youngster pushes themselves, develops new abilities, and grows in confidence.

What is the Postal Family Fund DofE bursary worth?

Up to £300.

When can I apply?

Applications open in 2024. Scan the QR code and join our newsletter to get notified when applications open.

More information can be found at postalfamilyfund.org.

Apprenticeship Bursary Supporting young people in their dream careers.

The Apprenticeship bursary is intended primarily for apprentices earning minimum or low wages in order to help them with apprenticeship expenses.

Discover more at postalfamilyfund.org

Thank you to the Post Office Remembrance Fellowship (PORF) and Civil Service Insurance Society (CSIS) Charity Fund for their kind donations this year.

postalfamilyfund.org Find us on Workplace and Facebook

OUR PEOPLE

MATT FOX

Fantastic Mr Fox Meet the Royal Mail talent delivering first-class theatre.

When he was a youngster, Matt Fox’s mum sent him to the Theatre Royal Plymouth for dance classes. He quite enjoyed the dancing, but – plot twist – found himself falling in love with writing.

For more than 10 years, Matt’s been working at Royal Mail and writing plays in his spare time – successful plays that shine a light on social issues and have been performed all over the world.

Last month, he was back in Plymouth where it all started, with Battle Cry – a stirring dark comedy about an ex-soldier with post-traumatic stress disorder.

Like many of Matt’s LEADING MAN Matt has been plays, Battle Cry has writing successful already been touring for plays for years. a couple of years, including a performance at the 2022 Edinburgh Fringe and community showings exclusively for veterans.

Audiences have applauded the play’s dark humour and realistic portrayal of PTSD, and – spoiler alert – it’s now being made into a feature-length film.

“A husband and wife came to see the play,” Matt recalls, “and the wife wrote to me afterwards to say it had encouraged

TO SEE MY WORK STAGED AT THE THEATRE ROYAL WAS AN EMOTIONAL HOMECOMING.

her husband to open up about his experience of PTSD for the first time.

“It’s a huge privilege to be able to tackle a subject like this and I’ve been so moved by the reaction. It’s why I love the theatre.”

It’s shaping up to be yet another showstopping year for the dedicated Change Support Manager, who’s based at Swindon Mail Centre. But Matt says his Plymouth comeback this year was still very much a big ‘pinch me’ moment.

“The Theatre Royal is the most prolific producing theatre outside London. So, to see something I’ve worked on staged there was an emotional homecoming for me.”

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THE POSTAL MUSEUM

BACKSTORY

Family tides The Postal Museum curator Stuart Aitken shares tales of Thames river postmen.

On 10 February 1800, William Simpson began work as the first river postman. William delivered to The Pool of London, the section of the Thames between London Bridge and Tower Bridge. The Thames was very different then – brimming with life and overcrowded in parts with house boats and merchant vessels.

For 152 years, river postmen would chart a course between the many barges and ships, tussling with the tide, wind, cold and fog to ferry the mail and, often, passengers. It was a journey of jeopardy that demanded skill and grace.

THE LAST POST Herbert Evans makes his final river round in 1952.

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COURIER Autumn-winter 2023

William died in 1806, falling through a ship’s hold while on his round. His 16-year-old son inherited his river route, before being arrested for stealing £20 notes from envelopes. His death sentence was reduced to a lifetime of labour in Australia. He was replaced by his assistant, Samuel Evans, in 1810. It marked the start of an extraordinary family dynasty spanning one-and-a-half centuries and six fathers, sons and brothers.

In 1914, after 29 years’ service, George Henry Evans handed his oars to son Herbert, the final member of the family to become a Thames river postman. He served the boat dwellers and traders for 38 years until, in 1952, the tide came in on a unique service and a remarkable family legacy.

EXPLORE MORE Thames River Postmen is a new permanent exhibition at The Postal Museum. It includes archive photographs and newspaper clippings donated by Herbert’s grandson Clifford Evans.

Admission for colleagues, family members and friends is just £1 and includes all exhibitions, activities and a ride on Mail Rail.

Email bookings@postalmuseum.org to reserve your place and visit postalmuseum.org for more details.

It’s beginning to look a lot like Christmas!

Bring the holiday cheer to your loved ones and save at the same time!

Check out the amazing deals at MyBundle+.

Log on today via myBundle+ or simply download the SmartSpendingTM app and get started on your Christmas shopping.

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