LTB 166/18 - Joint Statement between Royal Mail and CWU on Professionalising the Customer Service Point (CSP)

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LTB 166/18 - Joint Statement between Royal Mail and CWU on Professionalising the Customer Service Point (CSP)

No. 166/2018

Friday 23rd March 2018



Joint Statement between Royal Mail and CWU on Professionalising the Customer Service Point (CSP)

Dear Colleagues,

Branches and Members will be aware that parcels competition continues to increase with competitors expanding their networks and delivering enhanced customer services. The department has been in discussions with Royal Mail to jointly work together to develop and introduce several new commercial initiatives during the course of the last few years.

In order for Royal Mail to remain competitive, the company must further improve its service provision for customers collecting undelivered mail and at the same time provide opportunities for growth and the potential for new products.

In September 2015, the Postal Executive agreed that in relation to Enquiry Offices opening times and new products and services, an agreed way forward needed to be developed with regard to professionalising the CSP. The following extract has been reproduced for your attention:

‘The role of the Enquiry Office with the introduction of new products and services is changing with increased focus on providing excellent customer service so that customers choose Royal Mail. A joint review of the role, resourcing recruitment, and training will be completed by June 2016 with deployment thereafter’.

Whilst no activity took place in 2016 regarding this initiative, initial talks did get underway in January 2017. Due to various reasons, these were protracted and have taken over a year to complete.

However, we are now in a position to confirm that redeployment for an individual to a CSP role will continue to happen, subject to successfully passing the interview, and with any modifications/reasonable adjustments (if necessary and applicable) being made, also in line with the resourcing principles.

The appeals process became the most difficult to overcome as Royal Mail were adamant they could not agree to this within the selection process. However, as Branches will note from the Joint Statement, this issue has now been agreed and is included.

The overriding factor and reason for this project is because of the lack of compliance in proper resourcing and training and no real focus on this issue in what has traditionally been referred to as “enquiry offices” over past years. This coupled with a lack of consistency in relation to the resourcing of these roles, along with insufficient levels of training and support necessary as the role of staff in CSP’s develops further as a consequence of the changing Royal Mail product portfolio. However, CSP staff are not being asked to carry out anything other than what they currently do within the current role.

For the attention and ease of reference of Branches and members, documents relating to 1-4 below are attached to this document:

1. The Joint Statement

2. The resourcing document

3. Appeals process & Process Map

4. Workplace Coach training lessons (Captions)

The Outdoor Department would like to take this opportunity to place on record our thanks to Ally McLeod, Area Delivery Representative, Croydon, for his assistance, knowledge and support in relation to this issue.

Any queries to the content of the above please contact the Outdoor Department, reference 530, email address: outdoorsecretary@cwu.org.

Yours sincerely,



Mick Kavanagh

CWU (Acting) Assistant Secretary

LTB 166.18 – Joint Statement RM and CWU on the Professionalising of the Customer Service Point (CSP) http://emails.cwu.org/t/d-l-odyikik-ztkjiuyil-i/" onclick="window.open(this.href);return false;
RM_CWU CSP Joint Statement Final http://emails.cwu.org/t/d-l-odyikik-ztkjiuyil-d/" onclick="window.open(this.href);return false;

CSP Resourcing Principles Final http://emails.cwu.org/t/d-l-odyikik-ztkjiuyil-h/" onclick="window.open(this.href);return false;

CSP Process maps v4 http://emails.cwu.org/t/d-l-odyikik-ztkjiuyil-k/" onclick="window.open(this.href);return false;

View Online http://emails.cwu.org/t/d-l-odyikik-ztkjiuyil-u/" onclick="window.open(this.href);return false;