Sorry to sound like a psychologist here
but let us not be too hard on 'new recruits' or 'casual staff' here. For any new learned task or activity, it is perfectly normal to make a few mistake when learning it. Indeed, it is necessary to make a few (or at least be aware of them), in order to learn and correct and attempt to aim for something better. This is how human beings learn, improve, and build up to becoming excellent at a once difficult task. Some 'casuals/newbies' are lazy, arrogant, irresponsible, and not worth recruiting, that's for sure. But equally, some are excellent workers, efficient, responsible, and caring about the sense of duty that comes with such an important job as running a postal service. I myself, some years ago, was once an 'agency casual' in a Mail Centre. One who with very hard work, intelligence, and a strong sense of duty, quickly earnt myself a very high reputation for being 'excellent' among my workforce. But I think a common fault for why RM recruits the 'wrong' staff, who perform 'badly' and lose alot of post, is a lack of accountability and a lack of detail in the staff selection process. So many people leave every year, that the turnover of staff is a high number that RM needs to replace 'any ol' how with anybody who can walk'. This is very wrong! There MUST be higher standards ALWAYS when selecting staff, including with simple monitored tests for correct sorting, delivering, etc and observed and monitored on the spot performance. Is that not what operational managers are for?!
Also, it should be clear, that anybody regular or agency, being considered for employment with RM, should be able to somehow demonstrate, that they actually do CARE about this country, it's people and Britain on the whole...because obviously, if they do not, then clearly they are not likely to be credible or reliable, and could actually damage the working efforts of those who are (ie, making double the workload because of doing something wrong first time around...or, simply getting RM paying way too much out in compensation for lost or damaged items.
I myself have in past years, witnessed many 'persons of overseas origin' do anything and everything except work well, including 'losing items', with a clear attitude demonstrating they care for nothing and nobody but themselves. Some may well be the opposite of this, being concientious and hard working and responsible, but....plenty who comes from 'lazy cultures', do not, and actually with cheeky humour admit it, and cost RM heavily in costs and performence. In past years, I have also experienced some younger employees, who clearly have an attitude and agenda, for just being ignorant, very lazy, and whining at the first sign of hard work and responsability. Again, only 'some'. Thankfully, there are plenty of people from across every spectrum there is in society, who are great hard workers, and responsible with it, and a joy to work with, who perform very well and earn their pay. Royal Mail is a major business, that should be following the logic of the capitalistic model: work well to our needs and criteria, and we will pay you well. Work badly, or worse, deliberatly do harm (theft or damage), and we will dismiss you. And all employees should respect the basics of this.
But I think management themselves need to take the brunt of the responsibility, for exactly who they choose to recruit, and from where, and how they monitor performence (fairly), and make clear distinctions between those who do (and deserve rewarding), and those who don't (and deserve the sack). And this should be no different for 'agency staff' because RM should have strict criteria for who and what they are looking for in staff, and agencies who want to be paid, should cooperate and deliver capable and responsible staff, as they too by definition, are 'managers' of people.
KG.