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3 TO CHAMPION OUR POSTMASTERS THROUGH EASY
THE BEST POSSIBLE OUTCOME
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IMPROVING OUR POSTMASTERS’ EXPERIENCE
Our aim from our recent restructure is to create a better, more consistent experience for our Postmasters and improving
support for them by providing clearly defined teams to help with their needs and requests — in one interaction, rather than several.
We are increasing our support resource with additional Support Advisor roles being recruited to further strengthen our frontline
provision for our Postmasters. We're also building capability for teams to be multi-skilled to support their own development as
well as enabling us to offer better service levels for our Postmasters.
Service and Support
ra
Contact Centres Network Support & Resolution
Security Service & Support Optimisation
Network Monitoring & Reconciliation
= Postmaster service centres "Branch transaction * Tier 2 enquiries and = Security support = Centre of Excellence for data
- first port of call jecenallation resolution = Security strategy analysis, MI and insights
= Branch operational * Branch balancing queries Tier 3 enquiries and = Security intelligence "Operational improvements
enquiries = Neowork moni he resolution = Security awareness = Branch Hub improvements
= /T service desk Ne e = Postmaster account support * — Security analysis = $&S reporting and control
. . letwork support .
= IT incidents and queries = Quality assurance & training
= Tier I resolution and ‘How = $&S knowledge and info.
to’ support management
= Case management
@.
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WHAT WE ARE RESPONSIBLE FOR
: Ie NETWORK
+ Supporting postmasters to maintain accurate branch } am MONITORI NG &
accounts I m
RECONCILIATION
+ Proactively highlighting potential compliance and risk
issues to postmasters
+ Identifying when a Transaction Correction needs to be
issued to a branch
* Issuing Transaction Corrections in a timely,
accurate and effective manner
+ Focusing on ensuring that enquiries about transactional
errors are dealt with quickly and effectively
+ Being the Voice of the Postmaster, looking for ways to
make branch accounting simpler and easier
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WHAT WE ARE RESPONSIBLE FOR
NETWORK SUPPORT
& RESOLUTION
+ Helping Postmasters with their branch accounting
+ Providing logical and transparent investigations of losses
and gains when Postmasters are unable to resolve in
branch
+ Seeking clear resolution to complicated issues or
disputes
+ Finding repayment solutions for Postmasters when
Losses have been established
+ Providing forensic accounting capability when physical
stock and cash counts are required
+ Understanding root cause analysis of issues and helping
drive continuous improvements of product journeys and
branch practices
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WHAT WE ARE RESPONSIBLE FOR
SECURITY TEAM
+ Advice and support with respect to all matters of security
+ Supplying security equipment ensuring branches have the
most effective security solutions
+ Responding to incidents of crime and requests for
assistance from branches
+ Carryout security reviews in branch to provide security
support and guidance
+ Working with law enforcement and industry experts to
help deter and detect crime
+ Managing intelligence to identify emerging trends and
reduce risk
+ Protecting people, assets and the branch
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WHAT WE ARE RESPONSIBLE FOR
* Providing guidance and support to Postmasters and
their staff across all products and services, including
how to use Horizon.
* First step triage and support for all
balancing queries.
* Technical support for Horizon and the surrounding
equipment, such as pin pads, keyboards and printers.
* Initial technical support for registration and access
issues to Branch Hub
° Investigate and resolve any complaints raised by
branches direct into the Service Centre and via
Branch Hub.
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through providing issue
resolution through our two
contact centres - Branch
Service Centre and IT
Digital Service Desk
QUALITY RELIABILITY SUPPORT
/
“CUSTOMER
/ q
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WHAT WE ARE RESPONSIBLE FOR
Knowledge, training and quality assurance
* Surface and update knowledge to support teams and
postmasters
* Training for Service & Support teams
* Define performance metrics and track and measure
performance
\], +We provide system and
System and telephony support telephony support,
knowledge, training and
insight
* Ownership of the customer relationship management system
(MS Dynamics) and telephony platform (Puzzel)
Scheduling
Reporting
Centre of excellence for data analysis, management
information and insight
* To help fix the root cause of the issues we see
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ORGANISATIONAL STRUCTURE
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ORGANISATIONAL STRUCTURE
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WHO’S WHO IN NETWORK MONITORING AND RECONCILIATION?
Senior Manager, Network Monitoring and Reconciliation I
Branch Reconciliation Ops Manager I
Branch Reconciliation Branch Reconci
Customer Team
Team Manager,
Branch Reconciliation Team 2 I Branch Reconcili Network Monitoring Team Network Support Team
I Team Manager + Team Manager; ___ GRO. TeamManagerI GRO.
' I I oo GRO. GRO
-GRO--GRO--~Gro--GRO-
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WHO’S WHO IN NETWORK SUPPORT AND RESOLUTION?
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Head of Network Support and Resolution — GRO
Tier 2 Resolution Team
Tier 3 Resoluti
Audit and Support
Postmaster Accot
Team Manager -!
Team Managet
Team Manage!
‘Audit team in Franchise Partnering reporting to
Business Support Managers
GRO
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WHO’S WHO IN SECURITY?
Head of Security — Mark Raymond
Senior Manager, Security Intelligence and Strategy — Mark Dinsdale
‘Security Support Team Manager — Simon
Talbot
Security Awareness Manager - Vacancy
Security Analyst — Chris Knight
Security Analyst — Andrew Wise
Security Managers
Steph Ball
Sandra Daykin
‘Andy McCabe
Jayne Flowers
Joel Watson
Kev Ryan
Pav Aujla
Robert Daily
Simon Hutchinson,
Steve Bradshaw
Steven Moseley
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WHO’S WHO IN CONTACT CENTRES?
Senior Manager, Contact Centres — Vacancy
Branch Support Centre Manager -' IT Digital Service Desk Manager
GRO
Branch Support Team 1 I Branch Support Team 2 I Branch Support Team 3 I Branch Support Team 4 I IT Support Team 1 IT Support Team 2 Issue Resolution Team
Team Manager-: GRO
Team Manager Team Manager {GRO Team Manager: GRO ; I Team Manager + GR
GRO
Team Manager — Andrew,
RO. !
_GRO I I I I I i:
GRO 7 GRO ‘lero
i ‘GRO _GRO I i
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WHO’S WHO IN SUPPORT?
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Head of Service and Support Optimisation — r
Insights Manager {
Service and Support Operations Manager { GRO
Knowledge and Information Manager ~
GRO I
Cost to Serve Analyst,
Case Management Specialist /
GRO
Quality and Training Manager +
Reporting and Control Manager +
Branch Hub Specialist - Vacancy
Network Monitoring and Support Analyst I
GRO
Data Analyst}
GRO
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