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Retail Compliance Team Meeting
18 July & 19 July 2023
Attendees
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The Why
In all our dealings with post masters and their staff we need to be
demonstrating the right behaviours, putting ourself in the post master's.
shoes. The purpose of the team meeting was to benchmark what we
doas a team and, importantly, how we do it
We wanted to build on the retail plan and reemphasise that we're
here to support postmasters by catching them doing things right
(Our takeaway had to be that it needs to be clear that the jobs we do
as a team now isn't what it was. This was to be achieved through a
look at the team culture and a deep dive into our ways of working,
Retail Compliance Team Meeting — 18 & 19 July 2023
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The How
‘Sessions covered:
+ Inquiry Focus — watched key evidence from the Inquiry
and made it relevant to what we do as a team now
+ Team purpose - benchmarking what we did by using the
team understanding as to what we thought we should be
doing, and what a postmaster thinks we do.
+ In branch experience and what good looks like -
understand what good looks like before during and after a
branch visit, view what we do from the postmaster
perspective
+ Visit reports — reviewing how we report on visits with the
view of starting over to get the best report for the
postmasters and for us.
Retail Compliance Team Meeting — 18 & 19 July 2023
POL00448047
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Key Takeaways and Next Steps
‘As a team we're clear what good looks like in our dealings with
postmasters — putting ourselves in their shoes,
Work is needed on clarity of role for the team — we need to be clear
as to what our role is. This will be defined in a ‘Team Charter’ to be in
place by the end of 2
To support the team further a refresh of the ‘chapters’ is needed
setting out not just the what to do during a visit but also how to do it.
‘The Branch Visit report needs repurposing to make it clearer toa
postmaster what the ask is as well as better capture themes and
trends for ongoing monitoring. This will be in place for the end of @2.
All of us to be provided further support through the completion of two
modules — Creating a Customer Service mindset and Developing
‘Communications and Resolution Skills. These will be added to
‘SuccessFactors and monitored to completion through 121
Retail Compliance Team Meeting — 18 & 19 July 2023