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POL00028029
MISC2038 Dec 2020 1 Section 1 Useful Information V1.1
Useful information
Name
Number
Further information
Branch Support Centre
IT Helpdesk
Grapevine
Cash Management
Cash Centre
Disputes Team
CBRE Helpdesk
24/7 dedicated helpline
Adare Passports
Her Majesty's
Passport Office
ATM Helpdesk
(Diebold Nixdorf)
Bank of Ireland ATM
Post Office Card Account
Post Office customer
helpline
DWP National Benefit Fraud
Hotline
DVLA customer
enquiries
HR Service Centre
MoneyGram
HH Global
National Lottery
Retailer Hotline
Data Protection
Information rights
GRO
Transaction advice, stock queries, Smart ID, bal-
ancing and discrepancy support
Horizon technical help, PIN Pad faults, printer
issues, Paystation, AEI
Alarm Issues, faults, verify engineer, report suspi-
cious activity
Open from 08:30 to 17.00
For notes call between 11:30 and 17:00
For coins call between 11:30 and 15:00
To dispute a Transaction Correction
Faults with scales and safes (Safetell and Insafe)
For postmasters to use after a traumatic incident
at work - leaflet MISC1701 can also be ordered
via Horizon Online
Passport stock enquiries
09:00 - 17:00 Monday to Friday
09:00 - 13:00 Saturday
Faults and queries about ATM
Queries about ATM
Lost and stolen POca cards
For customer queries or complaints that you can't
help them with
If you suspect benefit fraud, call this number
For customers queries about DVLA services that
you can't help them with
Queries about pay, recruitment,
For Post Office use only; not to be given out to
customers
Opening hours signage
Queries about National Lottery
GRO j
Operational Training & Development
Delivering Operational Excellence
The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document
to any third-party not working on behalf of Post Office and for the purpose intended, is not permitted
POL00028029
POL00028029
Section 1 Useful Information V1.1 2 MISC2038 Dec 2020
Useful information
Horizon Online Help
For information about all our products and services
at the touch of a button, you can use Horizon Online
Help.
You can select ‘Help’ from any Horizon screen. If So ete ig ne
you select ‘Help’ whilst you're in a transaction it will Bae Sake Sine Saree
take you to the product relevant pages (e.g. If you are Bap (fee FE Bite Soe
processing a Passport Check & Send transaction, then earn
press ‘Help’, you will see the help pages for Passport
Check & Send.
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If you select ‘Help’ from the Horizon Home screen, you
can select ‘F7’ for the help pages, or choose a number
of options from the home page, including:
+ Branch Focus
+ Compliance workbooks
+ ITself-help
+ Stock codes
Branch Hub
You can access Branch Hub from your computer, tablet
or smart phone. To access Branch Hub on your web
browser and register, please go to: http://branchhub.
postoffice.co.uk
Planned Orders
You can use this site to record change of branch hours,
to seek support with branch accounting and to report
IT issues.
There's also a ‘Help & How To’ section where you'll
find ‘How to’ guides and the Postmaster Operational
Training Catalogue.
ga
Branch Hub is regularly updating the site with new Aa Reportan sve
ways to help you run your branch efficiently and "
conveniently. Look out for:
+ Stock ordering
+ Planned orders
+ Coin ordering
Operational Training & Development
Delivering Operational Excellence
The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document
to any third-party not working on behalf of Post Office and for the purpose intended, is not permitted.
MISC2038 Dec 2020
Useful information
One
You can register your branch at http://onepostoffice.
co.uk
Once registered, you'll be able to view all the sales and
remuneration for your branch and:
+ Branch Focus
+ Postmaster Operational Training Catalogue
+ Compliance workbooks
+ Distance Learning Packs
+ Product microsites, such as ATM
+ Postmaster Support Guide
Stock ordering
+ From the Horizon Online ‘Home Screen’ select
‘Licences and Government’
+ Select ‘Compliance’, then ‘Stock Ordering’
+ — Select ‘Create Stock Order’
+ Then, either select ‘Secure Stock’ for value
stock items, or ‘Transaction Stock’ for stationery
items, such as till rolls, postage labels and ink
Customer Referrals
When a customer has a genuone interest in a financial
services product, all branches can complete a
customer referral on Horizon Online.
+ From the Horizon Online ‘Home Screen’ select
“Customer Referrals’
+ Select the product the customer has a genuine
interest in and follow the on-screen prompts -
Horizon will let you know if a field is required or
optional
+ All customers who provide a mobile number
will instantly receive a text message verification
+ All customers who provide an email address will
receive an email with a link to the relevant Post
Office product website
+ Remind the customer to enter your ‘branch
response code’, also known as a ‘Branch Code’
or ‘FAD Code’ when they apply online
POL00028029
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Section 1 Useful Information V1.1
eee ee ee ee ee ee Te
Remember!
1 1
You can easily find the stock order codes you need I
by visiting Horizon Online Help.
— al
Operational Training & Development
Delivering Operational Excellence
The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document
to any third-party not working on behalf of Post Office and for the purpose intended, is not permitted