Yello! #14 - DHL Employee Magazine

Your hard work and dedication are greatly appreciated

This year has been challenging as we try to adjust to the economic impacts

ripples across economies, industry and supply chains that we are not immune from. It’s important we stay positive and work As One to overcome

It’s hard to believe we are already well down the road with our Peak time of year. We’ve taken bold steps to ensure we have our best Peak ever by investing in an additional central hub at Rowley Road, Coventry, aimed at

Thanks for all your hard work and commitment so far. Whether you work in Operations, Customer Services or any of our other departments, your hard work and dedication is greatly appreciated.

We’ve spent a lot of time gathering stakeholder feedback… to shape future priorities

There have been a number of changes in the HR team with new members joining the team, including myself, with the key focus on taking the opportunity to align the HR team structure with the business.

We’ve spent a lot of time gathering stakeholder feedback which has helped shape the future priorities which are in line with the global HR roadmap.

In terms of what lies ahead it’s delivering a transformation programme that will essentially drive change in process overhaul and digitalization, data and KPIs, ensuring we have a connected HR Team and creating a more employee-centric experience.

Increased cost will only be accepted if we can deliver the promised quality and deliver a great Peak

Mail business. Macro-economics has caused global disruption where we have moved

We need to make sure that the increased cost can be passed on to promised quality and deliver a great Peak. We will continue to invest in our infrastructure based on the

and improving our business setup so we can maintain our position in the change the way we do it. This applies to all departments.

Welcome

Hi everyone.

It’s that time of year again where the whole of DHL Parcel UK starts to gear up towards Peak.

Our wonderful operations teams are at the heart of the hard work that takes place over the next few months, ably supported by many other departments including Customer Services.

In this issue we’ve shone the spotlight on Customer Milton Keynes and Ryton support our customers on a daily basis.

This issue also features some incredible stories from more superhero colleagues who use their Passion and Can Do attitude to face what life throws at them.

And of course there’s our site focus on East Midlands and details of our ground-breaking ceremony for Hub 2 - that’s me and Charlotte Bunney, our VP for Customer Experience, somewhere under all that orange hi-vis PPE!

So enjoy Yello! and thank you for your commitment as we face another Peak period.

I know we will all rise to the challenge!

Payroll Lottery winners

The Payroll Lottery is just £2 a month to enter, with half of your contribution going to the monthly winner and the other half to charity.

Contents

05 Learner driver

The schoolboy who just can’t get enough of our trucks.

06 Our super humans

Two incredible colleagues who and breathe our attributes.

08 Hub 2 latest

The latest updates on the new Ryton Hub heading our way in 2024.

09 Paul’s story

prejudice after coming out.

11 Out of Africa

How a slow but steady gastropod melted the hearts of our caring team.

12 Customer Service

Meet the heroes on the end of the line keeping our calling customers smiling.

14 Charity round-up

From kickabouts to knockouts and marathons to macaroons.

16 Site in the Spotlight

The site that’s turning its fortunes around… thanks to its inspirational colleagues.

18 Thank you

Two words that mean a lot to our hard working teams.

20 Win…

Anything you fancy in a high street shopping spree. QR codes

Congratulations to our Payroll Lottery winners:

July: Stacey Hedley – Customer Services Adviser

Newcastle – £571

August: Mark Bryant – Shunt Driver Ryton – £564

Don’t forget! Whenever you see a QR code, scan it with your smartphone camera app to view additional content or videos here and online. or scan here

To be in with a chance to win, email payroll_ecsuk@dhl.com with your name, location and payroll number.

IT’S OFFICIAL… WE’RE GREAT

We’ve been accredited as a Great Place To Work. That’s what you, the people who work for DHL, think, so thank you.

Your feedback on our programmes and practices to the Great Place To Work Trust Index™ means DHL Parcel UK has received Great Place to Work Certification™.

We are proud to be recognised by Great Place To Work for our commitment to delivering a workplace culure that is focused on our people.

The accolade delighted CEO Peter Fuller, who says: “It’s testament to all the efforts of our team over the last five years.

“Our people are what make our business great, so it’s critical that we create an environment where people feel that they belong, where they can develop careers and stay with us for the long term.”

SHARED PURPOSE

The feedback survey covered manager credibility, fairness, respect, camaraderie, honesty and pride. The Certification process provides information about the workplace culture so the business can measure, understand and develop that culture further.

Our four attributes run through the business and are cemented by the CES Programme to create a unified culture and shared purpose with wellbeing and development at its core.

Peter adds: “We plan to use the insights gained from the process to keep improving and continue on our Employer of Choice journey.”

success Passport to

The Mail Sort Centre stars Leeds-ing the way to become the first 100% team

Our Sortation stars in Leeds have become the first DHL site to be fully CES-certified.

It’s an achievement made even more incredible when you realise there are only three native English speakers and many of them were anxious about being in a hotel for the first time away from loved ones, meeting new people and learning in a foreign language.

Regional Sortation Manager Danielle Easton says: “With more than 90% of my team Eastern European and most with young families, getting everyone their CES passport was challenging. When the first group came back buzzing, everyone else

started knocking down my door to go. The feedback was phenomenal.

“To be the first site where everyone has a CES passport is amazing.”

She adds: “In a busy operational environment, it’s easy to focus on the day job but giving everyone time out to reflect on why we do what we do, what we provide to customers and where we came from has been transformational.

“The ideas they came back with are incredible and they couldn’t be more As One. We’re all working towards a common goal and everyone understands why we promise to deliver Right First Time to our customers with a Can Do attitude.”

At a glance

100%

Everyone at our Leeds site is CES-certified.

1st

Of three UK mail sites to be fully accredited.

Leeds colleagues have CES passports.

One to

WATCH!

He might have only just turned seven, but Reuben Stirling knows exactly what he wants to be when he’s bigger.

The youngster is obsessed with trucks and lorries and spends his play time after school operating his own logistics depots and making sure imaginary parcels reach their destination safely.

His dream is to become a Class 1 driver of a real DHL lorry, but in the meantime he’s a bit of an artist, regularly drawing

So when mum Nicola’s Facebook post of Reuben with his latest art work was spotted by an eagle-eyed colleague in our Customer Service team (see page 12), we decided to make a surprise delivery.

First Scott Laird, our Vice President of Operations, sent our young fan a thank you letter.

And then Graham Hamilton (above), a driver at our Perth site in Scotland near Reuben’s home, shocked him with an unexpected visit… and a huge die-cast model of one of our trucks.

Nicola says: “He’s been into trucks since he was tiny, but particularly the DHL ones because they’re bright yellow and always clean, well looked after and their drivers always look happy.

“He draws them all the time, so and tag DHL in it. I really wasn’t expecting what happened next because I’m sure

Dream job

Reuben had been going through an unsettling time and was living with his house when Graham dropped by.

“It was tough for him in between homes so when the driver called with this huge truck he was absolutely stunned and delighted,” says mum. “He spent time chatting with the driver, who was lovely. When he had to leave Reuben ran to the

The Dundee youngster loves to drag his mum and dad Rhuaraidh to big truck events and is always lorry spotting, but this time the artic came to him.

Nicola adds: “He has around 50 lorries in his collection and a few DHL ones, but

this one is huge and has pride of place. He loves it so much it has to be put back in its box each night.”

And she’s in no doubt that Reuben is

to watch: “He loved the truck but it meant just as much to him that the managers liked his picture. Reuben’s dream is to sit in a DHL truck and sound the horn.

“But when he grows up, he wants to work for DHL as a driver and he’ll really look after his truck. To be honest, I have

Anytime we order anything now, the

Nicola Stirling

Brian Begbie, Site Manager at Perth, says: “It sounds very much like this

hear of Reuben. If being a driver is still his dream in 10 years or so, then we

And the youngster himself adds: “I was so happy when DHL brought me my truck. I love it. Maybe one day I’ll have

DHL must handle thousands of emails, letters and posts.”

Meet the DHL

SUPER-H

Can Do

The ultimate Can Do queen

Determined Site Administrator Allyson Chilton epitomises the Can Do spirit that runs through so many of our teams.

When she collapsed at her previous job, paramedics rushed her to hospital.

Tests diagnosed Parkinson’s disease, a brain disorder that causes uncontrollable

Undaunted she returned to work even though customers sometimes thought she was drunk or hungover because of

change the hand I’ve been dealt and need

Resilience

forever at the age of 41 has earned her Can Do award but also the admiration of her colleagues.

was impossible and putting toothpaste on But, as the Uniform Co-ordinator at our site in Nottingham, adds with

Perfect candidate

neurologist, I was ignorant. I thought it

Medication didn’t help her tremor and it grew so bad that holding a cup was an up chucking half of it back over people. Holding a kettle, using a knife or cooking

eight electrodes to her skull which send an electric current to stop her shaking. brain active, learned to drive at the age

UMANS

As One

Redundancy in January 2020 meant keeping my brain active so I applied for many jobs… but nothing.”

Then she applied for the Site Administrator role at East Midlands: “I Can Do attitude to the illness made me the perfect candidate.”

And the mother-of-two adds: “I work 12-hour days sometimes because my brain needs the routine. All I ask is that

Where there’s a wheel…

created lots of opportunities for me.”

The at our site was all set for an Iron Man triathlon and double traverse of the French Pyrenees when disaster struck.

worker and Supervisor with DHL for 19 years, but has “taken a step back” after receiving the multiple sclerosis diagnosis that forced her to rebuild her quest for sporting adventure, thanks to the Can Do attitude she takes from work into her private life.

Despite being unable to walk long getting back into competitive sport and now plays for the Berkshire Banshees Wheelchair Rugby Club, helping the side to promotion to the National

I was obsessed by sport and then there was nothing. Getting in a wheelchair

The inclusive team stars people from 16 to 66 with cerebral palsy, amputees, spinal cord injuries and various other conditions, and Helen adds: “If anything

bodied people.

Challenging

“The disabilities make it more challenging but the biggest problem is funding. Sponsorship has helped grow the club to its current size, but more funding would let us purchase new kit, club wheelchairs and launch a youth

She completed a three-mile ride of the Top Gear testing track near Guildford to raise money for the club and is hoping for DHL matched funding: “Support from colleagues has shown the As One

A ‘momentous day in history’

Spades in the ground as work starts on new hub

Our new Hub designed to double capacity and bring a huge boost for existing and new colleagues has moved a step nearer.

CEO Peter Fuller hailed the landmark ground-breaking ceremony as a “momentous day” in the history of DHL Parcel UK, with building on the new 25,000 sq m site now underway.

Investment at the site, less than a mile from our existing Ryton hub and within four hours of 90% of the UK, will support the business’s ambitious growth plans.

Around 600 new jobs will be created at the Hub, which is the size of 22 football pitches and capable of handling more than 56,000 parcels an hour.

West Midlands Mayor Andy Street said the decision to build in the logistics ‘Golden Triangle’ would provide a massive boost to the local economy now – and when it opens in 2024.

“It shows DHL’s commitment to investment in the West Midlands,” he in this fertile business area and I look forward to watching the building take shape and supporting the local economy. The Prime Minister rightly says ‘spades in

the earth’ are vital to secure the future of our economy, so I was proud to be invited to the groundbreaking.”

For Head of Operational Support Richard Wenham, who led the team that personal landmark moment.

“Hub 2 is a game changer for DHL Parcel UK,” says Richard, who has spent the past two years working with the SEGRO Park estate team to ensure the site is perfect for our every need.

Sustainable future

He adds: “It has to meet the everyday needs of colleagues and customers alike but it’s also about creating a sustainable future for jobs and staying true to our sustainability roadmap.”

harvesting technology, 7,000 sq m of solar panels and charging points for the many electric vehicles expected to visit the hub.

Richard says: “SEGRO have been a fantastic partner for DHL. We have a great working relationship and share their focus on sustainability.”

The hub is part of a £482m investment to enable business growth in the UK and is supported by 10 brand new collection and delivery depots across the UK and expansion of 20 more existing sites and investment in sustainable transport.

Charlotte Bunney, Vice President Customer Experience, says: “It’s not just about creating a new building –it’s about new jobs and careers for people in the area and the network as we strengthen and expand over the coming years.”

“So much work goes into making a new hub operational. Our sales teams are already talking to new and existing customers about how this hub will increase service levels. IT are making sure the right systems are in place to ensure everything runs smoothly, HR is getting ready to recruit the right people and my team is the right product and services to

Charlotte Bunney, Vice PresidentCustomer Experience

A lorry driver’s journey

How driver Paul discovered himself

Atruck driver who launched into a his friend and colleague turned to him and revealed he was gay.

The incident, which stopped our Class 1 DriverPaul Dunford in his tracks, summed up the danger of generalisation and assumption – and shone a spotlight on the issue of banter turning bad.

“He was loading up and making sick comments and gay jokes and I stood there listening to him,” recalls Paul, who is based at our Sittingbourne site. “When

people and he didn’t hold back. Then I told him ‘I’m gay and you’ve been

“He backtracked so quickly and was truly embarrassed. He apologised and

have been much worse to someone else. After that he always said hello every night and we had normal conversations.”

The road to freedom

Pre-1997

I’d had a girlfriend for eight years, but knew there wasn’t going to be anything there. In the end we were just friends. I never celebrated Pride because and friends, but 1997 was the year everything changed.

1993

I started work at Business Post in March ’93 as a Collection and Delivery Driver and used to hear the ‘gay jokes’, none aimed at me, and I wanted to scream… they just weren’t funny.

1997

I came out to workmates. The women

just waiting for you to tell us’. From that day, I’ve never looked back or

from the rooftops but if people ask, I just tell them the truth.

2002

I moved from Kent for a job at Business

I’d felt uneasy when I heard homophobic comments aimed at me. Unsure how to report it, I left.

2005 I moved back and bought a house with my partner

Medway depot, working with a few old friends. I felt at ease again.

2016 – UK Mail to DHL

I’ve seen a huge improvement in inclusivity and genuine belief in the

Paul joined Business Post in 1993, came out in 1997 and left the business in 2000 after passing his Class 1 HGV licence and moving away from his dad who struggled to come to terms with the situation.

Here he recalls some of the eye-opening landmarks that have characterised his journey and the incredible support he’s had from DHL.

As One culture. DHL has proper guidelines on equality and accept people no matter their colour, sexuality or religion. I’m so proud of this.

2020 – Sadness and laughter

Last year an agency driver was covering and you had to laugh at things he said.

and I said “I hope so, he’s my other half”. He couldn’t believe it and said “are you

He thought I was joking and asked one of the drivers if I was serious. He still didn’t believe it and thought we were winding him up.

2022 – The future Site Manager Peter Whittaker asked

who I am… and I can just be me!

It’s smiles better when you’re connected!

Our brand new Smart Connect app has been raising more than a few smiles since its summer launch.

And if Aldershot’s snail mail story, which was shared on it, is anything to go by (see facing page), it’s easy to see why.

Rolled out to everyone across our network in midJune, the app is your onestop-shop for all things DHL

It’s putting all our latest news, important updates and useful information right in the palm of your hand.

And there’s also a busy social wall that’s jam-packed

with your photos, stories, successes and celebrations from where you work. The app is already proving to be a big hit with our teams. Since launching in Spring 2022 we’ve had 431 posts, 73 local news items and more than 1,129 comments.

Jo Allen, PA to our CEO Peter Fuller, says “The social wall really makes me smile every time I take a look.” Don’t miss your chance to join the fun. Contact Charlotte Bowler at Charlotte.Bowler@dhl. com for help to get online and post!

WHY CONNECT?

1 HR self-service: Including your payslip and holiday portal.

2 Social wall: Connect with all your colleagues.

3 Training: Boost your skills and sign up for courses.

4 : Report Health and Safety incidents on the go.

5 Yello!: Click to read your favourite magazine on your device.

6 News: Stay up to date with what’s happening at DHL.

7 Employee Communication Group:

8 It’s for everyone: Choose your preferred language.

9 Interactive map: Sites, depot numbers, street view and more.

Hungary for more

Leigh Day’s feet hardly touched the ground in an action-packed weekend in Budapest he won as one of the two UK winners of the Parcel Connect Sales Awards.

Ryton’s Senior Key Accounts Manager closed the deal on an international business win with The Range to take his place with 18 winners from across Europe.

of challenges driving East German Trabant cars.

The group, including DHL eCommerce Solutions CCO Frank Uwe Ungerer, Head of Sales Development Kristin Wasnick, and Global Sales Development and Processes Manager Esther Vinkenborg, watched F1 driver Lewis Hamilton take second place in the Hungarian Grand Prix.

in the Hungarian capital before the winners got to know historic Budapest with a series

Leigh says: “The weekend and people were an experience I won’t forget. Everyone should have a go at winning the next one to Greece.”

Precious es-cargot

Snail mail just got real!

Now

here’s something you don’t see every day!

When the team at Aldershot turned their attention to dealing with a damaged parcel, they found a lot more than they bargained for.

Shocked Warehouse Operative Darron Mitchell

Giant African Snails that had been sent to an eager customer by a food shop in Romford, Essex.

Alongside packages of chopped meat and by then strong-smelling delicacy in West African countries

Bournemouth cook pot.

Depot Administrator Caroline Smith contacted the sender, who was surprised they were still alive, and the recipient, who gave instructions to destroy the mighty molluscs.

“No way was I going to let that happen! I’ve certainly never seen says Caroline.

And this being a cracking tale, Aldershot’s slick operators Harvey Johnstone, Martin Drew and Toby Hutchins

gastropods making a speedy recovery with some food and water in a nice new undamaged container.

Perk up your savings

With the cost of living squeezing everyone, don’t forget to use your Parcel Perks to help make your money go further.

With discounts on essentials like food and clothing or savings on treats like cinema trips as well as tips

well, Parcel Perks is just the ticket. Here’s how some of you have been great use to access a fantastic range

wellbeing support.

Caroline Smith, Aldershot Site Administrator and ECG rep, says: “Parcel Perks is very easy to

of discounts from your favourite shops and big name brands, with more being added all the time. And it keeps a running total so you can see how much you’re saving. You can even share your perks with another member of your household.

Love to shop?

“I’ve got a reloadable Love 2 Shop card which can be used at many retailers and I save 6% when I top up. This will come in really handy at Christmas. Even a small discount

to become stars with a company that will take them on care home visits and to other special events.

And Cheese, Crackers and Pickles

loving Toby, his partner Driver Controller Amy Clark (above) and their children Oliver, three, and Belle, 18 months. They certainly have their hands full and could have the slippery customers with them they can live up to 10 years!

saved helps. There is also a link to the Aviva app for your wellbeing, plus mortgage advice if you need it and information on the Cycle to Work scheme too.”

In fact, you may have spotted Sylwester Brzozowski from our East Midlands site, proudly

bought through the Cycle to Work scheme on our social wall.

And HR Business Partner Sian Allen is urging people to access the Employee Assistance Programme through the platform to fund support for their mental health without the need to join long NHS waiting lists.

Milton Keynes

Two sites, one team,

Phone and online legends The teams at Milton Keynes and Ryton are passionate about putting our customers first.

Empathy and passionmeet our superheroes

The Customer Service team at the heart of everything we do

Tracking down family heirlooms, discovering the whereabouts of the latest laptops and chasing time sensitive perishables – they’re all in a day’s work for our customer service experts.

Every day our dedicated and close-knit team of 200 Customer Service Advisers work together to ensure we keep our promises to customers, whether they’re a big business or a first-time sender.

Twin nerve-centres in Ryton and Milton Keynes have a single aim… to protect our reputation as a brand people can trust Starting by getting the basics right. It’s a massive task that relies on

diligence, detective work and patience. Especially when you consider that from January to June they’d already handled 1.7 million customer phone, email, social media, website and mobile app queries.

That’s 13,800 every day, rising to an eye-watering 23,000 during Peak! But

the stats are only the half of it. Each call has to be followed up with colleagues in other departments, at sites and our drivers around the UK to get to the root cause of the issue.

“Our Customer Service Advisers are problem-solvers and detectives with

“Working in a team that understands what it’s like to come together to deliver an excellent level of service to all our customers is amazing. Each day brings new and exciting challenges.”

Katy Stanley, Customer Service Adviser, Ryton

“Caring and empathy motivates me. I’m proudest when we find a lost parcel and the customer says thank you.”

Ruth Serrano,

Customer Service Adviser, Milton Keynes

a single shared goal

genuine empathy and a passion for helping people. It’s a job that you have to have in your DNA,” says Head of Customer Service Natalie Cumberlidge

“Our experts listen, investigate and liaise with other areas of the business to turn our customers’ queries into positive outcomes. Basically they’re superheroes and we’re so proud of them.”

Energy

And with every call hugely important to the customer – from a frantic one about a precious parcel or a concerned one from a small business reliant on a with them is critical.

“We come to work thinking like our customers and we’re passionate about putting them at the heart of everything we do,” says Customer Service Business Support Manager Katie Thorpe.

When the pressure is on – and social media means issues escalate fast – our teams move swiftly into top gear and pull together to tackle even the most complex problems with enthusiasm and energy.

“We’re constantly training new advisers and quality-checking calls to review our service so we get it Right First Time by acting As One with our operational colleagues... everything we do links back to those things,” adds Key Accounts Manager Mohammed Memi (far left). “If we get those right, we will be delivering excellence.”

We already know our hard-working Customer Service team are a class act, but now they’ve sealed the deal

Service Excellence accreditation. This year, the team have surpassed their previous results, achieving their highest grades accreditation scheme six years ago. Congratulations to everyone who played their part.

“Making someone’s day better using our skills, knowledge and Can Do attitude gives me a huge sense of achievement.”

Aliya Rushton Customer Service Adviser, Ryton Superstar performers

“Being part of this team is very rewarding when you’re able to renew your customers’ faith in the business by providing great customer service.”

Charity

Getting a kick out of fundraising

ROUND-UP

Knockout result

Going the extra mile

Mental health in Mind

Shattered by a tragic double

Gateshead Customer Services Manager Donna Boots

Colleagues got their bake

One in a million

Sixty seconds with...

Head of Financial Control Nick White, on Rugby, riding the Bullet train and working for an instantly recognisable brand.

Tell us about your background? I was Finance Controller in the Mining and Construction division at Babcock International before I joined DHL in 2017. I had several roles at Unipart before that.

What’s the best thing about being here? Working with great people who are very good at the job they do for an instantly recognisable brand.

When we notched up our millionth delivery in our environmentally friendly electric vehicles, there was really only one man for the job. Not only was Dartford’s Rob Taylor

the site’s eight new sustainable vans. Fizzing with excitement, alongside his history-making package he also presented a bottle of bubbly to Bexleyheath businessman Russell Goldby of A1 Seecure to mark our momentous milestone.

Greener future

Between them, the depot’s EVs are now clocking up more than 360 greener miles every day. And as a dad-of-two, that’s something Rob’s passionate about: “I’m over the moon. Driving an EV means I’m playing a part

GREEN DREAM

We’re charging ahead with our ambition to electrify 60% of our e-vehicles making last mile deliveries by 2030. will expand in October with the arrival of a 16-tonne lorry.

And at Docklands, which made

in a brighter future for my children.”

Site Manager Mark Keleher says:

He’s a big hit with a 10/10 customer rating, so it was great to see him making this delivery.

“It’s fantastic that we’re moving so fast to go green. Our customers want greener solutions and this proves our passion for protecting the planet.”

Where are your roots? Midlands born and bred, I live in Nuneaton these days just

Your idea of perfect happiness? Doing fun things with my two daughters. Go Ape with the oldest was brilliant. Away from my family, it would be a few beers and watching Leicester Tigers.

Your worst trait? My wife would tell you I can be stubborn. We recently ended up getting lost after a diversion because I knew better and refused to back down even after ending up where we started.

Favourite place in the world?

I spent a month backpacking in Japan and loved it. It’s so diverse and clean! Hop on the Bullet train and you see breathtaking sights like Mount Fuji.

years ago, Regional Operational Manager – South East Don Howie is making inroads into his vision for the depot to go fully electric.

Along with replacing a 17-tonne lorry with an EV, he’s also working with van leasing company Arval to help our self-employed drivers switch on to greener vehicles.

Which talent would you most like? I’d love to play an instrument but I’m tone deaf so it’s a non-starter! As a kid I wanted to play guitar and join my mate’s band. I settled on being a groupie.

Your greatest achievement? Cycling from John O’Groats to Land’s End in nine

How do you relax? Video games, podcasts and building Lego with the kids.

We’re working towards a brighter, bubblier future for our children

When Graham Bell took the reins at our site in Nottingham eight months ago, his team were on course for a relegation battle.

Just like the nearby Nottingham Forest side, the East Midlands site was struggling to get the culture right and the results weren’t coming. But the appointment of Graham – and new boss Steve Cooper down the road at the City Ground – has sparked a remarkable turnaround in fortunes for both teams.

The club on the banks of the Trent clinched promotion to the Premier League and the team at Bulwell climbed from the foot of the DHL regional performance league to fourth.

“We’re not quite into the Champions League places yet, but we’re certainly getting there,” jokes Site Manager and lifelong West Brom fan Graham Bell

Culture change

Since taking over in January he has implemented a raft of morale-boosting changes to improve the atmosphere and dramatically improve performance.

“The culture was the biggest issue, but we’ve used the four attributes of As One, Can Do, Passion and

Right First Time as a foundation to carry the whole site forward,” says Graham.

started recognising great work a lot more.”

Other changes include:

• New lockers

• Revamped toilets

• A facelift for the canteen

• Better corridor lighting

• Brighter external lighting

And coming soon:

•

• Air conditioning

•

• Pallet trucks

•

“When I got here it was a matter of sitting down and listening to what people said they needed to do a better

Making it fun

We have challenges and bumps in the road ahead but the foundations of training and reward are being laid to ensure a better future that will make this a great place to work.

Graham says…

Robert Gregg-Herrett

Rob has been with DHL since October 2020 and is East Midlands ECG Rep

job, and then seeing if we could provide it,” adds Graham. “It’s about talking with people because we all want the same thing… to be successful as a business, keep our jobs and grow in our careers.”

Listening

Former nurse Joanne Dixon has helped with the transformation by handing out ‘thank you’s, improving the working environment and listening to

80 sub-contractor drivers handle 80 routes a day, rising to 115 in Peak.

Operations Manager Joanne says: “When we got here, morale was low but we’re slowly starting to turn things round by listening to the team and making changes where we can.

“It’s still not where we want it to be, but you have to start somewhere. We’re thanking people for good work, rewarding success and slowly people are starting to see that.”

And Graham adds: “We looked at areas we could control to make sure we had a clear warehouse each day. We’re moving in the right direction as a team now, so the sky’s the limit.”

is everyone’s go-to guy with an open-door policy and happy to sit down and listen to everyone. He is a genuinely nice human being and I’m so proud to have him on my team.

Joanne Dixon

Jo joined the company in January as Operations Manager and has been a breath of fresh air since she started at East Midlands. She has a very infectious personality that everyone warms to and she’s put smiles on everyone’s faces.

Emma Whittingham

Emma has been with DHL since November 2020. She has been amazing since I walked into East Midlands, Her Can Do attitude and management material.

Two into one does go!

UK Mail has been a key player in the mail market for nearly 20 years – in

Royal Mail back in 2004.

Whilst we’ve shared a network for all this time historically it felt like “a brother and sister with a rivalry that sometimes got in the way of what was best for the family”, says DSA Mail Director Jon Wilkins. Not now.

Since becoming part of DHL those behaviours have changed. Our sort centre teams at Runcorn, Ryton and Leeds have broken performance and

ensure we deliver our service promise even on the busiest of days.

Our service performance is measured from collection through to handover of the mail into Royal Mail’s network, which requires great service and collaboration. “As we’ve taken on

Superheroes: (l to r)Piotr Mlynski, Mateusz Daruk, Andrzej Zyzak, Pawel Malanowski and Elgars Altans enjoy the sweet taste of thanks sent to all our Runcorn and Leeds Sort Centre colleagues.

N-ice!: Cool colleagues Ovidiv Uliean, Rudolphus Noel and Sharanjit Nagra have it licked when it comes to doing a brilliant job.

everything Thanks for

appreciated. So thousands of Appreciation Week hampers hopefully hit the spot as a thank you for everything you do.

Your Passion, Can Do attitude, commitment to getting it Right First Time and acting As One made the week a success. It was great to see so many photos celebrating Appreciation Week being shared on our Smart Connect app social wall. Here are a few of our favourites...

Praise by pedal power: Milton Keynes Site Manager Shener Shemsidin said thanks

the DHL values the rivalry has gone as we work As One to deliver the full range of services to our customers.”

This has helped us hit a service performance target of 98.5% each month, a target we’ve only failed to hit once since December 2015.

Jon says: “This Passion to do the job well is something I’ve seen develop as we strive to deliver excellent, market-leading quality for our customers every day.”

Having the reputation of quality leader has helped us improve our

Jon adds: “The loyalty we’ve earned through excellent service meant customers were willing to pay more to stay with us, and remain with us today.”

Framed for great work: Ryton hub’s Neeraj Burbutta gets put in the picture by Lonel Lujinschi.

Hand on heart: People put their name to heartfelt words of appreciation and encouragement for their team-mates.

Pride in our

people

Celebrating our loyal long servers and their achievements

Loyal long servers

25 years

Grahame Chapman Leicester

20 years

Raza Khan Preston

Felix Mcmahon Glasgow

15 years

Gary Marchant Tunbridge Wells

Eric Hind Preston

Lyndsey Hollis Slough

Darren Saunders Leeds Simon Lamphee Exeter Robert Millsopp Glasgow Jerzy Kalfas

Marcin Laszek

10 years

Richard Wagner Slough Paulina Ochnio Ryton Kenneth Wright Perth Stacey Miles Medway Terry Whiteside Livingston Marta Bubela Leeds John Pink International

Paul’s making moves

APaul Hutchinson is proud of his legacy. hanging up his hard hat in favour of a He’ll miss the cut and thrust of buying 19 of them spent sealing the deal on some of our best buildings and sites.

Head of Property and is hugely proud of all the sites he’s into by accident. Paul says: “Battling cancer was a happened to me. Going into property is my favourite. Compulsory purchase of our old site for HS2 allowed us to design

All good things must come to an end and I’m ready for more time with my wife Lindy, our two daughters and grandchildren. I’m leaving knowing the company is in excellent hands. the building around equipment that allowed us to become fully automated.”

to investment from DHL: “The peopleI’ve been able to give everyone bigger with the future in mind. Crawley site is my swansong. It’s fantastic to have been able

Unstoppable!

Grahame Chapman hot-footed it to

many more to come in the job he loves. He’s gone on to do a bit of everything Leicester

The Warehouse Operative says: “I’m happy doing anything. I’ve done

needs doing. I really enjoy sharing my Leicester City fan Grahame adds: “There’s been lots of people come and go and made some great friends in a great team. There’s just no stopping me.”

Times are tough at the moment so what better way to put them behind you for a while with a little treat? of your choice to help you get that gadget, question below in this issue of Yello!

How

Andrew’s World Cup winner

Football-mad Wales fan Andrew Dowling could be set for a number one hit ahead of this year’s World Cup in Qatar.

The singer songwriter, a Account Manager, is hoping his charity song ‘We’ve Got The Red Wall’ becomes a hit on the terraces before the November tournament.

Money raised by the single will go to Gôl Cymru, the Wales football supporters’ charity helping the country’s underprivileged children.

Andrew, who wrote the lyrics, says: “When excited that the words just started coming.

“So we decided to record a Wales World Cup anthem to raise as much money as we can for The 37-year-old, from Ton Pentre in South

group of fans. The song, released on 30 September, features verses in English and Welsh, while the chorus is in English only. to have some Welsh language in it, and