POL00057245
POL00057245
Royal Mail Group
CONFIDENTIAL
Witness Statement
Criminal Justice Act 1967, Section 9: Magistrates Court Act 1980, sub section, 5A(3)(a) and 5B; Criminal Procedure Rules 2005, Rule 27.1
Statement of: Louise SHERIDAN
Age if under 18: Over. 18 (if over 18 insert ‘over 18’)
Ahite
This statement (consisting of #we pages page each signed by me) is true to the best of my knowledge and
belief and I make it knowing that, if it is tendered in evidence, I shall be liable to prosecution if I have wilfully
stated in it anything which I know to be false or do not believe true.
Dated the 24 day of November 2011
Signature
I am the person named above and I reside at the address stated overleaf. I am employed by
Royal Mail Group as an Advanced Customer Advisor on the Network Business Support
Centre (NBSC) Helpdesk at Dearne House, Barnsley and have been so since July 2004.
Part of my responsibilities within this role is to answer telephone calls and record on the
Post Office Limited Remedy helpdesk logging system problems or queries reported by Post
Office Branches. I also have previous Post Office Branch experience having worked in a Sub
Post Office for five years prior to my present role. I therefore have an understanding of the
losses and gains procedures.
Calls are logged on the Remedy system in the first instance as a Tier 1 call and the
operator will upgrade the call and pass it to a Tier 2 operator to deal with if they are unable
to resolve the problem. It is my responsibility to deal with Tier 2 enquiries which are usually
more complex than routine calls and will include problems with losses and gains. If a call
was received in relation to losses and gains it would be recorded under the following
headings:
Signature L Sheridan ; Signature witnessed by
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