I had a comment from a Yodel employee on one of the many HDNL/Yodel posts, explaining some of the difficulties the company is experiencing with its workload, and how it is laying off many of the drivers in favour. I thought this comment was so good that it should be added as a guest post. He makes some great points, and confirms what many Yodel customers have suspected…
Author : Yodel employee
I work for this company and can really sympathise with a lot of disgruntled people who have experienced issues.
However, I have to mention that there are people that work for this company that actually care. Just like in other companies, we are just let down by people who take short cuts and don’t give a damn about the consequences on customers. For the position I work in, it is so difficult to repair situations and at times you feel helpless at the chaos that occurs around you.
Yodel came about when HDNL acquired DHL Domestic (formerly Securicor Omega), so I knew things we not going to end well.
I normally monitor the emails and am appalled at the amount of complaints, missing parcels and delay queries I have to answer. There is no concept of adhering to standards or addressing poor service/performance. Yodel have made huge staff cut backs, drafted in a host of self employed couriers (without doing background checks) but persist with them as they are cheaper than employing drivers and are continually restructuring the organisation as well as the systems we use.
As a result, we have had IT issues, problems tracking parcels and the customer has suffered. We have lost so many customers in the past year, many of whom had been with Securicor Omega. I am someone that takes pride at what I do and really try my best so seeing this damage unfolding is depressing.
Each employee is pushed to work harder and for less which kills any lingering bits of motivation anyone has. Working for this company for the last year has been demoralising and very frustrating.
Like Lee Stevens, I will also very likely lose my job as the company looks to close sites and claw back money. With that decision they will lose a lot of employees with years of experience and many who actually care about what they do.
For me though, it may be a blessing.