Tuffnells Concierge Advisor Induction

1. Tuffnells Concierge Advisor Induction Concierge Team Advisor

2. Induction Plan Week 1 Training Buddy details Your buddy will be … Week 2 Week 3 Week 4

3. Company Induction • Company Induction • Health & Safety Induction • Housekeeping • Completion of Personnel file data/Connect People overview • Company Overview • GDPR • Customer Service training modules • Company Values • Probationary Period

4. Health & Safety Induction Entrance Concierge Area Kitchen Canteen Area Coffee Machine IT Area Fire Exit

5. Concierge team Housekeeping • ABSENCE • NOTIFICATION OF SICKNESS ABSENCE • You must inform your manager as soon as you know you are unable to attend work due to illness, injury or unforeseen circumstances. The Company expects you to notify your Manager by telephone as soon as possible – and always by the time you were due at work. Notification should be made in person unless impossible due to the nature of the illness. Please note that a text message is not acceptable. If notification of absence is not given by the end of your normal working hours on the first day of absence at the latest, you may not be eligible for discretionary sick pay. If your absence lasts for more than one day you must maintain regular contact with your Line Manager which is daily for the first seven days and thereafter weekly and confirm a likely return to work date as soon as this is known. • RETURNING TO WORK • It is Company policy for Managers to conduct a return to work interview following a period of sickness/absence. For absences up to seven days, including Saturday, Sunday, rest days and part days of absence, employees must complete a Self-Certification Form on their return. This must be authorised by your Manager. Payment of Statutory Sick Pay (SSP) will depend on this form being completed. • For absence of more than seven consecutive days, irrespective of whether you were scheduled to work, you must obtain a medical certificate from your Doctor. This must be forwarded to your Manager immediately to ensure that you received the correct benefits. Doctor’s certificates must be submitted, even if your DSP entitlement has ceased. Where possible please advise your Manager in advance when you intend to return to work. • HOLIDAYS • BOOKING HOLIDAY • Holidays dates must be agreed in advance by your Manager. Holiday requests must be submitted to your Manager in writing for approval and ensure you keep a copy of the signed form. A form is available from your Manager. We reserve the right to refuse any dates, which are inconvenient for the Company, so you should not make travel arrangements or other bookings before you have confirmed your choice of dates. Note that holidays requested for a busy period for your department are more likely to be refused, as operational requirements will take precedence. Wherever possible, employees will be advised promptly of the outcome of their holiday requests. Holidays taken without prior authorisation will not be paid. • You should be aware that failure to return to work on the agreed date without appropriate notification constitutes unauthorised absence. Normally no more than 2 weeks’ holiday will be allowed at one time. Holiday requests for longer than two weeks’ require authorisation of the department Manager. Failure to observe the above rules may result in you being liable for disciplinary action, which could result in your dismissal for gross misconduct. • Car parking and access • Barrier - the car park has a barrier which is activated by reception. For those colleagues who require access outside of reception hours (8am to 6pm), a key fob will be issued. • Parking - we have secured use of all spaces in the car park. We do ask that if all the spaces are filled that you work together to double park.

6. Concierge team Housekeeping • BREAKS/LUNCHES • UTILISE THE SHARED CANTEEN AREA • • When you have your lunch or get any refreshments, please use the new canteen, this will give you the opportunity to have a break and spend time away from your desks with colleagues. • • We are politely asking that hot food is only eaten in the canteen to ensure we are considerate to those colleagues who are working in the office. We also wanted to avoid accidents where people are moving around the office. • • Please be considerate and clear up after yourself and ensure by the end of the day that the canteen is clear so our housekeeping team can focus on cleaning and maintaining high standards. • • Breaks/Lunches will be allocated in line with the shift pattern you will be working. • Catering - a mobile catering company comes to the office on a daily basis, in which you are able to purchase food items. • Canteen equipment - we have mugs, plates and cutlery available for you to use. Please ensure once used these are placed in the dishwasher. However, we know that many of you prefer to use your own mug so we would encourage you to doing this. • Drinks – tea and coffee making facilities are provided, in addition there is a subsidised Jack’s Beans coffee machine in the canteen area. • EMAIL SIGNATURES TEMPLATE

7. Concierge team Housekeeping

8. Tuffnells – A brief history TUFFNELLS TIMELINE • 1914 – Business founded by Harold J Tuffnell with just a horse and cart and an investment of £100 • 1951 – 7 vehicles & 25 staff – colours were Maroon & Cream! • 1953 – family sold company to Mr Shaw a furniture removal company • 1983 – Tuffnelss now operating out of 15 depots nationwide! • 1985 – Name change – ‘Tuffnells of Sheffield’ becomes ‘Tuffnells Parcel Express’ • 2010 – Annual turnover for Tuffnells now exceeds £100 million! • 2014 – 100 years of Trading and is acquired by Connect Group PLC. • All this from a horse & cart!

9. Tuffnells – Our Offer

10. Tuffnells – Our Services We provide a range of delivery options to meet any requirement for our clients. Next Day Delivery - We guarantee delivery times including before 09:30am, 10;30am and 12:00 noon services Economy Service - delivering heavier/ bulkier items our 3 day delivery service can be used for parcels, awkward irregular dimensions and weights, along with pallets and lengths up to 6m. Saturday Delivery - We offer a Saturday delivery service to the majority of UK destinations.  Our Saturday delivery service can be used for parcels, heavy, awkward, irregular dimensions and weights, along with pallets and lengths up to 6m.  Offshore Delivery - Our offshore delivery service can be used for parcels, heavy, awkward, irregular dimensions and weights, along with pallets and lengths up to 6m to Isle of Wight, Isle of Man, Scilly Isles, Channel Islands and all Scottish Offshore Islands, Northern Ireland, Eire & Dublin. Databag - Whatever the contents, our specially designed 'security sealed' bag service will ensure items reach their destination in perfect condition. The Databag is ideal for those smaller, urgent or important items/documents up to 5kg. We know sometimes these special deliveries are the most critical, so our Databags service can be combined with our guaranteed before 9:30, 10:30, 12:00 and Saturday delivery options. Fastbak– We can collect and bring back to our clients. Our Fastbak service can be used for parcels, heavy, awkward, irregular dimensions and weights, along with pallets and lengths up to 6m. Fast4ward - We collect the item(s) from the address provided by the client and we then deliver to another. Our Fast4ward service can be used for parcels, heavy, awkward, irregular dimensions and weights, along with pallets and lengths up to 6m.

11. My Learning • https://mylearning.connectgroupplc.com/login/index.php

12. Our values and the behaviours that support them Make informed decisions and act quickly. Be agile in the way we work together and deliver for our customers Have fun and be helpful. Enjoy working together to deliver great performance Open Quick Friendly Share your thoughts freely and always stay open to new ideas. Listen to others, be positive and engage in communications Safe, reliable and responsible. Take pride in our work and do the right thing for our customers and each other Be imaginative, adventurous and curious. Develop inspirational ideas and innovative solutions Be inclusive, honest and respectful to everyone, whatever their role or experience Fair Trusted Creative

13. Concierge Induction • Introduction to Concierge • Meet the team • Team Vision & story so far • Who are Concierge? • Why call Concierge?

14. Meet The Team…. Concierge team Leader - contact details Pamela Gordon M +44 (0) 7483 425980 Pamela.Gordon@tuffnells.co.uk Mark McConnell Director of Customer Experience Pamela Gordon Concierge Team Leader Josh Jones Concierge Lead Agent Natalie Beckett Concierge team Advisor Ela Szkliniarz Concierge team Advisor Kathryn Hubble Concierge team Advisor Chloe Flint Concierge team Advisor Thomas Ring Concierge team Advisor Sarah Ishaq Concierge team Advisor Samantha Charnock Concierge team Advisor

15. Concierge Team Vision & story so far The Vision…. To provide a proactive premier service to our highest revenue generating customers, to reduce churn, protect revenue, attract new business and use as a platform to increase our revenue through upsell opportunities. The story so far…. • December 2017 saw the launch of the Concierge Team with two key customers Black Circles & GFS. • In April 2018 Sparex was successfully introduced to the team. • Drive DeVilbiss joined the team in May 2018 • July 2018 saw the migration of the Hallis Hudson account • Speedy and Quantum joined the team in December 2018 alongside CCL • Kite Packaging joined the Concierge team in January 2019

16. Who are Concierge? • The Concierge Team act as a single point of contact for customers and associated accounts and champion the customers cause across the depots. • Focus on Answering the phone promptly and responding to emails in a timely manner (1 Hour) • Being proactive – acting on report information and emails, spending more time on investigations, chase pending queries every hour, solving problems before they reach the customer • Providing better quality reports, able to spend more time preparing and checking, all done and sent by midday • Dedicated contact in traffic teamsleading to better communication and response on customer queries and issues • High awareness of the Concierge Team has made depots more proactive and aware when dealing with Concierge Customers and team • Link to commercial sales and account teamwith onsite reviews in conjunction with account teams • The above forms the basis of a segmented service offer to high value customers but we are currently working on additional elements that will drive differentiation with the competition going forward

17. Why call Concierge?

18. MiCollab – Introduction to the Telephony System Micollab/Ignite - Phone system

19. Getting Started This is the telephony software programmes that we use when receiving and making calls internally and externally. You will be provided log on details for each of the programmes. Each morning you will need to open up each programme, once you have signed into both for the first time they should remain logged in.This is what MiCollab will look like once logged in. This is what the Ignite would look like when you open it, once opened, click on the continue button which is in the bottom right hand corner.

20. Getting Started – cont’d Once you have pressed continue your screen would look like this, from here you will need to connect the two by pressing this button here. You will need to right click on the Desk Phone option and then it will give you two options, you will need to click on the desk phone option. Once this is open it will ask you for a base DN and base pin, this will be based around your extension number (which will be provided to you). For example my extension number is 5089, so my base DN would be 5*089 and my base pin would be 5089, say if your pin is 1111, your base DN would be 1*111 and your base pin will be 1111.

21. Being available for a call Once you are logged in, it will automatically set up to start of shift, like the below. Press the ‘X’ icon which will make you available for incoming calls

22. Make Busy Codes The ‘Start of shift’ is what we call a make busy code, which make you not available to take external phone calls. There are many make busy codes, you will use these throughout the day when you are away from your desk or doing some administration work. These are a list of the make busy codes, you will need to choose the right one each time Click this button when you need to select a make busy code

23. How to answer a call When a call comes in this will appear on your screen, to answer the call just click the phone icon and then the call will connect. To place someone on hold you click the icon with the phone on and the pause image above it. To return back to the call just simply click back on the phone icon again.

24. Call Classification When we receive an external phone call we need to update what we call the ‘account code’. The account code tells us the reason for the call. You need to select the account code whilst you are on the call to the customer

25. ‘Consult’ function When on a call and you need to speak to the depot, you will need to click the arrow which points right. It will then bring this icon upon your monitor. You then have three options; Consult, Transfer or Cancel. Consult will allow you to speak to the person you are transferring to before the call goes through Transfer will just transfer the call without allowing you to speak to the person you are transferring the call through to first – we do not transfer calls to depots Cancel will just take you back to the call. Enter the short code number of the depot which you need to speak to eg: 2142 (this would call Aberdeen) All depots have their own short code which starts 21 plus two further digits – you will be given a list of all depots numbers

26. Outbound Dialling To make a call just type the number you want to ring into the ‘make a call’ box.If you are wanting to make an internal phone call to a specific colleague you can type their name in and call them. Once on a phone call, you may need to press another keypad option – in particular if you are directed to an IVR system. To do this you click the icon in the top right hand corner of the screen to the left and it gives you a keypad for numbers.

27. Concierge training • Concierge training • AS400 system training • Account numbers and services • Consignment scanning • Proof of delivery enquiries • Timed delivery & misroute monitor • Service upgrade enquiries • FastBack & FastForward collections • Cross-deck and collections heldover • All depot search process • Escalation process

28. AS400 Training

29. AS400 Introduction The AS400 is the main programme we use throughout the day. We use this to track deliveries and collections. The main screen you will use is the screen below.

30. Signing in Sign in here (you will be provided with your log in details) then select ‘ok’ You will then be presented with the below screen. Enter the same log in details again and press enter Once signed in, it will bring up a some old messages that you do not need to read any more, just remove these by pressing enter on your keyboard.

31. Collection & delivery screens When the messages have been removed, it will bring this screen up. Here you need type in 10 to enter the ‘Collection & Delivery’ screens Then enter option 3 to access ‘Enquiry menu’.

32. Entering a consignment number And finally, enter option 2 ‘ Cons. Search/P.O.D. enquiry. It will then bring this menu up. This is the screen you will be mainly looking at throughout the day. To search by a consignment number (provided by customers), type the number into this section of the screen. Then press enter on your keyboard. Consignment numbers can only contain numbers and letters (Caps lock friendly).

33. Consignment menu explained As you can see from this screen there are multiple consignments that match up with ‘54545’. The above shows us the consignment number, the collection date, the name of the consignor ( the sender, which is our customer) and the consignee, which is the end customer who should be receiving the goods. And then the postcode. As stated before, if there is more than one consignment with the same number, confirm something that differs between the consignments ie: name of consignee Once you know which consignment they are querying, input ‘5’ next to the consignment then press enter.

34. Consignment details This shows us details about the consignment, such as, the account number, consignment number, the sender, the receiver, the amount of packages, the weight in (KG), different references (which will be discussed later in the training guide). This section shows us the status of the consignment, e.g. Out for delivery, not received, not shipped, misrouted, part lot to deliver, cross deck heldover, collection heldover, or deleted of the system.

35. Consignment details - cont’d This section shows us the collection depot, collection date, cross deck depot, service type, delivery type, reference type and residential, this is only for info only we would normally use this section just to find the service type.

36. F key menu There are additional options that you can select detailed at the bottom of the screen which brings up further information F Keys F3 will take you back to the consignment search screenF5will refresh the screenF6 will bring the scanning information up. F7will bring the drivers EPODF8 will bring up the address information. F14(Shift and F2) will bring up the comments box,F16 (Shift and F4)will bring the POD(proof of delivery) We will be looking at this part of the AS400 most of the time.

37. ‘Action’ description Glossary Collection input- This means this has been entered on our system Out for delivery- The goods have been loaded out for delivery and should be delivered that day Misrouted- The goods have been sent to the wrong depot in error but should be sent forward to the correct depot they day after for a before noon delivery Delivered - The goods have been delivered Delivered Alternative Location- The goods have been left in a safe place at the customers property Manual entry- This has been manually set up on the system from a depot Not shipped- No scans on the system In transit- this means the goods are in transit to be delivered (normally because it is not a 1 day service area) Delivered damaged- The goods have been delivered into the customer but signed for as damaged Closed- The address was closed when we attempted the delivery Re-delivery charge incurred- Customer has received a charge because it has failed due to a customer error Part lot to deliver- Only part of the items have been loaded out for delivery, you would need to check scans to find out where the missing item is Not received- The goods have not been received into the delivery depot yet but would have been scanned in the network Card left- We have left a calling card at the address to let the customer know we have been Not loaded- Goods have not been loaded onto the delivery driver

38. Alternative search methods • There are also different ways by searching for a consignment without the consignment number, such as - • consignee’s name • delivery postcode • alternative reference • URN number Always start on this screen, the same way you need to search by the consignment number.

39. To search by the consignee’s name Press F6 which will bring up the below screen type in the consignee’s name here, you will need to type the name in exact how it is spelt and then press enter.

40. To search by the postcode Press the ‘F7’ button - when search for the postcode you only type the first part and then the number in the second part, e.g. if a customer gives you a postcode such as S9 2EQ, you would only type ‘S9 2’ or if the postcode was SE12 0TX, you would only type ‘SE12 0’ you would type this into here so it would look like this. In addition you would also need to type in the despatch date (the customer will provide you with this if you ask) due to the number of consignments we deliver.

41. To search by the postcode - cont’d Once you have typed this info in and press enter it will bring up the list of consignments going to this postcode area from the despatch date provided, normally there is more than one so just confirm which one you are looking for by asking for the consignee’s name which is shown here.

42. Misroutes To find the misroute enquiry screen follow the below:- 10 Collection & Delivery > 3 Enquiry Menu > 3. Misroutes enquiry On this screen you would need to type the collection depot code into this bit here, and then it will bring up all the depot misrouted consignments, such as the below Once you have typed in the collection depot code and pressed enter, it will bring the second screen up. If you were advising Wilko on all their misroutes, you just find the ones where it says the customer’s name and then select ‘5’ on each of the consignments, once you have pressed ‘5’ hit the F8 button and it will take you into the consignment screen and then you can inform them of the misroute.

43. AS400 Fastbaks/Fast4wards

44. What are FBK/FWD and where to locate? • FBK/Fastbak - A fastbak is a consignment that is collected on behalf of our customer and returned to them.FWD/Fast4ward - A fast4ward is a consignment that is collected on behalf of our customer and delivered to a different address.The jobs we need to do in regards to the fastbacks and fastfowards are as follows.Call each customer to arrange collection; we need to do this to make sure the goods are ready to be collected. Chose option 28 from AS400 main menu

45. Where to locate? Then chose option:- 18. Concierge Customers

46. Finding a call to make • Here you will see a list of collections, where the customers need to be called to arrange collection. Type ‘5’ at the side of the collection you want to look at and press enter.

47. Call Process This screen shows us the collection address (this is who we need to call) and the delivery address, this is either going to be our customer (fastback) or the customers other customer (fastfoward).On this collection, we would call the 0208.. number. When calling the customer, you would need to include the content:-‘Good Afternoon, this is Josh calling from Tuffnells, I am calling in regards to a collection on behalf of Quantum Profile Systems (This is our client)Are the goods ok to come and collect tomorrow afternoon?’

48. Call Process If the customer would like a different collection date that is ok, just take the date and put it in comments and then change it to the correct collection date (this is shown on the next page).Once all confirmed as collected, put this into comments and then back out this screen, back into the collections screen, once you are back into the collection screen you find the collection you have just rang and instead of putting a number ‘5’ on it this time, just put the number ‘7’ next to hit and press enter

49. Changing Information If a customer would like the date changing on a collection you put a number ‘2’ next to the collection to edit it like the below This will now allow you to edit the collection, you can edit the delivery address and contact details in the first screen and also the collection postcode, in the second screen (just press enter to go to the next screen) you can edit the collection address and contact details and also the collection date. And in the third screen you can edit the amount of items we are collecting, customer’s reference and service type.

50. Chasing Collections for Clients Once you are signed in signed in you select option number 10 Collection & Delivery > 4 FBK/FWD Menu >2. FBK/FWD Enquiry, which will then bring you to the below screen Type in the FBK/FWD reference the customer has provided. Sometimes a customer will give you their reference number, to find this, you follow the same way as before (10 Collection & Delivery > 4 FBK/FWD Menu >2. FBK/FWD Enquiry) and then when you are in this screen you just hit the F9 button and then type their reference in and then hit enter, there will be some of the same reference numbers, just go into each collection and check the collection address and confirm the one you are looking for.