Andrew Morris

• Played a pivotal role in the successful deployment of the USO Reform pilot unit in Clifton, ensuring all pre-deployment activities were completed on time and to a high standard, directly contributing to enhanced customer service quality and reliability. Acted as the sector subject matter expert, promoting programme awareness and stakeholder understanding through engagement and leadership forums.
• Helping to lead delivery of all USO Reform pre-deployment activities across the OPL area, driving accountability and operational readiness to meet programme deadlines, with a strong focus on improving the customer experience throughout the rollout.
• Championed the collection and use of accurate, high-quality baseline data across all units, enabling informed decision-making that supported consistent service delivery and elevated customer satisfaction.
• ·Developed and maintained strong local networks with Change Network representatives, Health & Wellbeing Ambassadors, and Route Manager Champions, fostering cultural and operational alignment critical for delivering a seamless customer experience.
• Oversaw the engagement and development of Work Place Coaches (WPCs), ensuring optimal staffing ratios and preparedness in each unit to uphold service standards and positively impact customer interactions.
• Delivered all learning, communications, and engagement activities aligned with the USO programme, ensuring staff were informed and equipped to enhance the customer experience across the OPL area.
• ·Consistently represented USO Reform at OPL leadership and pipeline meetings, championing the customer-focused benefits of the changes and maintaining momentum for continuous service improvement..

Bristol East Central Delivery Office

• Lead and manage a team of 52 operational staff alongside a Supervisor, acting as the key link between front-line employees and the wider business. Fostered a culture of trust and engagement through regular team communications and structured 1:1s, contributing to year-on-year increases in productivity and staff morale.
• Set clear performance expectations aligned with core standards and business KPIs, providing continuous coaching and support to drive individual and team performance.
• Conduct interviews, onboard new hires, and oversee their training to ensure high service standards, operational efficiency, and adherence to health and safety protocols.
• Responsible for planning and monitoring weekly financial and labour plans, controlling spend to stay within budget, and swiftly adapting plans to meet fluctuating workload demands.
• Develop and implement operational service plans to meet delivery targets within time, cost, and quality parameters, using historical data analysis and making rapid decisions in fast-paced, high-pressure environments.
• Manage Corporate Scorecards across key metrics (Cost, Safety, Customer Satisfaction, and Quality), consistently meeting or exceeding performance targets. Recognised in 2023–24 as one of the top-performing operational units in the Bristol area.
• Champion health and safety, maintaining a culture of zero accidents. Ensure safe systems of work and equipment are in place, achieving high pass rates in recent integrated H&S audits.
• Collaborate closely with stakeholders across the end-to-end delivery pipeline to maintain service excellence and proactively plan for peak periods and workflow changes.
• Handle complex customer complaints, using strong problem-solving skills to achieve fair and timely resolutions that maintain customer trust.
• Lead return-to-work and rehabilitation initiatives, including contact strategies and occupational health referrals, supporting staff wellbeing and reducing long-term absence.
• Serve as Area Lead for attendance management and major disciplinary cases in Bristol. Coach fellow managers, and personally handle grievance, capability, and dismissal processes in line with policy and best practice.

Royal Mail: Delivery Office Manager - Winterbourne DO

• Led a successful cultural transformation, creating a supportive and engaging work environment that resulted in a 92% score in the Employee Engagement Survey — the highest in the South West region.
• Conducted detailed analysis of operational data to identify inefficiencies and areas of overspend. Delivered a 10% reduction in expenditure compared to the previous year by implementing targeted budget controls and process improvements.
• Drove significant improvements in service quality across all key metrics, despite a 28% year-on-year increase in product volume. Successfully reduced customer complaints by 60% through staff engagement initiatives and fostering a culture of accountability.
• Achieved a 95% pass rate in the Operational Assurance Audit (Feb 2018), a dramatic improvement from the previous year's 60%, evidencing progress across all eight assessed areas.

• Regularly stepped into senior management roles, providing consistent leadership during periods of absence including holidays, sickness, and managerial leave — demonstrating readiness for progression and operational resilience.
• Accountable for developing efficient duty plans, identifying cost-saving opportunities while maintaining high service standards and meeting customer expectations.
• Delivered robust 12-month resource planning, ensuring fair annual leave distribution and full operational coverage during peak demand periods, such as Christmas, to protect customer service performance.
• Played a key role in driving customer quality by aligning resource planning and team performance with service delivery targets, resulting in improved delivery standards and reduced customer complaints.
• Established strong working relationships with Trade Union representatives through weekly ‘Strategic Involvement’ meetings, collaboratively focusing on resourcing to demand, health & safety, and staff wellbeing to create a productive and customer-focused workplace.