POL00448199
POL00448199
®
Operational Excellence Branch Assurance Team Charter — Launched May 2024
“We provide integrated Operational support for our network of Postmasters and Strategic partners. We are relationship builders with high
degrees of professional standards and contextual awareness”
OUR VALUES AND RESULTING
BEHAVIOURS
ye skills:
v
Honest and Professional: POL, Postmasters and Strategic Partners know you'll undertake
your duties with integrity
Emotional Intelligence: tailor our approaches, to understand the impact situations have on
individuals
Listeners : You understand needs and challenges that postmasters may be facing
Empathic and Compassionate: You show understanding, patience and care based on
situations you encounter
Clear and Articulate: You are able to communicate complex issues to those whom English
may not be their first language
Consultative : You are constructive and inspiring when guiding postmasters and their staff
Supportive: You are proactive in giving or signposting the right levels of support
Respect : You appreciate the role Postmasters play in communities across the country and the
personal sacrifices they may have made
Sensitive and Tactful: You are mindful of how to conduct yourself given the circumstances of
your visit
Friendly : You are approachable on visits and make postmasters relaxed and assured you are
there
Proud: You care about postmasters and that you personally value the role you perform
ven people skills:
v
v
v
In the detail — Meticulous attention to detail with your work, ensuring visits are conducted
correctly
Flexible - With regards to your day to day role and travel arrangements
Conformers - Unrelenting adherence to team standards
Team player — Willing to do adhoc tasks and go the extra mile when required
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° We’re here to help
* Is that clear?
* Here’s how you can get more help
* Are you ok?
* Thank you
WE DON'T SAY
POL00448199
POL00448199
“We provide integrated Operational support for our network of Postmasters and Strategic partners. We are relationship builders with high
degrees of professional standards and contextual awareness”
Show compassion to Postmasters and/or Make any comments relating to a
staff members who may be emotional Postmaster's protected characteristics (see
UK protected characteristics)
Remind Postmasters during the visit that
support, and training are available Visit the branch without confirming with the
correct branch Postmaster
Be mindful of the language you use,
ensuring to keep in line with company Ignore Postmaster and/or branch staff
policy, guidance, and training provided distress
Confirm in branch the best contact Forget to signpost the support numbers
number/details to reach them on available