Contract drivers taking the lead and pitching into other routes, customer service releasing pressures from other members of the team, a client testimony, ‘he is the most helpful driver we have ever had’ . On the contract management side we have one nomination for 2015 from UPS as lead courier to the sub contract courier company, recommendations across courier companies.
Paul Horwood, Courier driver & lead contract courier Age: 44 City Sprint, Call Sign: X032, Hemel Hempstead
Excellent client testimony, Paul established himself as a regular reliable driver who would pitch in and cover any routes if a courier was held up or required assistance. Paul’s knowledge of the contract clients system and routes has become invaluable and this led to him becoming the go to guy for both contract and courier company. Focused on providing healthcare with medical delivery services in Hertfordshire, North London Middlesex and Essex, where he is charged with delivering urgent and time-critical medication for patients’ pharmacies and care homes on a daily basis.
Contract client testimonial, Mark Davison at St. Albans who has nothing but praise for Paul.
‘Paul took the position over at a crucial time, in fact he is now looking after 20 routes which is the largest coverage by the external courier company of our Depots. He is always punctual, assisting routes for the couriers and issues that arise which will always happen in our line of work. Paul also does an a.m. and p.m. route but is always back in time taking charge of the operation which is continuous. Paul in my view is the perfect Lead person, it’s a tough job but he just gets on with it, never moans and is in total command of situations at all times.’
Ana Pais, Age 28 DX Heathrow, Contract Customer Service. Nominated by Manager: Dave Arnold
Marjorie Semple, Principal West Thames College joined the presentation
Ana picked up the systems and processes very quickly which lead us to place her on a contract client customer service support position where the client has praised her work. Most days you will see Ana chatting at the end of her shift with other Customer services team members to see if she can add any support to other clients, happy to take the pressure off others on her team.
Our client customer feedback is once a month and since Ana has been on the job we have a very happy customer. Bringing a client back from the brink to loving us. Her customer feedback regularly states how they love how she deals with their requests, solving issues and frustrations, her speed of return and professional competence to assure good service.
Mick Pursall, APC Cannock, contract van driver
Contract van driver, covering big routes and collecting sales leads that convert to new clients. Client testimony, ‘he is the most helpful driver we have ever had..’
Mick excels in all areas of what he does. He’s always well presented, friendly, helpful and is well liked by all of the customers on his route. One of his regular collection points, Rainbow, said of Mick “he is the most helpful driver we have ever had over the past 25 years – through wind, snow and rain we can always rely on Mick to be there with a smile and a helpful hand...it is our view that this man is one in a million...”
Steven Taylor, CitySprint, Aberdeen, Contract Courier Age: 33 Call Sign: W85
In September 2014, Steven took over the role of lead courier. As lead courier, it is his responsibility to train any new couriers and make sure we continue to provide the high service our customers expect. Steven has excelled at this role, and been proactive in working alongside the customer to ensure things run smoothly for both the customer and courier company:
In his new role, he continued to help train new couriers and assist with any issues the customer may have had. He would happily arrive at the customer’s site two hours before he officially started, to work with the couriers and customer.
Jade Williams City Sprint, Contract Manager, Age: 24 Location: Warwick
Testimony
Courier company nomination supported by UPS as the sub contract and a direct client recommendation to boot. Phenomenal knowledge of sector at a young age, exceptional and a very bright future.
Jade commenced with the business in August 2010 and in her role now as Contract Manager, she has played an integral part in managing the UPS SCS account nationally as a sub contract to our courier company. She has forged relationships with key individuals within UPS that have helped cement and expand the business. Over recent months, as a business, we have gained an additional 2 FSL’s in Southampton and Hemel Hempstead in addition to new business gained through UPS customers.
In conjunction with Jade managing all the above UPS processes, her knowledge within the service centre in general is phenomenal. She has a full understanding of both operational and customer service processes, so much so that she has on regular occasions been called upon to support and train staff at acquisition sites in addition to supporting other service centres when required.
Her ability and commitment has been further recognised recently whereby she has been utilised by Senior Management on both a regional and national level in supporting the London Service Centre through a very busy period and the operational implementation of new contracts.
Michael Shima TNT, Contract Driver, Michael Shima Length of Service: 10 years. Location: Waltham Cross
Michael is always striving to exceed expectations, he is extremely reliable and can be depended on to undertake any task given to him. There have been so many positive reports where Michael has stepped in to help avert a crisis, it’s difficult to select just a few. In just one month we had three separate commendations, here are just two:
A colleague suffered a vehicle breakdown after making only two pick-ups. Michael volunteered to go back out and recover the work after he had finished his own round. Michael recovered all of the work and also went on to complete all deliveries and collections before the critical processing cut-off time.
