Royal Mail upgrade 45 delivery offices

Royal Mail is making improvements to the customer service points at a number of its delivery offices across the United Kingdom. The upgrade programme covers 45 delivery offices from Belfast to Darlington, Pontypool to Manchester. The improvements include installing new open-plan customer service counters – removing the glass screens to create a modern, lighter and brighter environment in which to serve customers.

At a number of offices, Royal Mail is trialling a new customer service point IT system. This will improve the tracking of mail that is returned to Royal Mail if the customer was not at home and/or it could not be left with a neighbour.  The system will also help to identify returned items more quickly and reduce waiting times for customers collecting these items.

In addition, the customer service points offer the opportunity to keep customers updated on new Royal Mail products and services, as well as offer tips and posting advice. Royal Mail has also carried out general building maintenance and repairs at these sites which has upgraded the facilities for both customers and delivery postmen and women.

Royal Mail are providing additional training for people who work in the customer service points in many of the delivery offices. Nearly 3,000 Royal Mail staff have so far undertaken this training.

This is in addition to Royal Mail’s recent announcement that it will pilot Sunday afternoon opening in around 100 of its customer service points at delivery offices across the UK from late summer.  The initiative is designed to make it easier for online shoppers not at home during the day to get their parcels.

Mike Newnham, Royal Mail’s Chief Customer Officer, said: “Royal Mail is proud to operate in the heart of communities across the UK and we are delighted to be able to serve our customers from these new-look offices.  Whether we have moved our delivery operations into a new building, or have refurbished an existing site, these improvements to our delivery offices will help us to continue to provide a consistent and high quality service to our customers.”