EVERYTHING YOU

NEED TO KNOW
TO BE A BRILLIANT
COURIER
2
We know that it might take a bit of getting used to, so to help you get to grips with your role
as a Neighbourhood Courier, weve produced this handy little guide full of useful information.
Have a read, keep it handy, you never know when you might just need to jog your memory
whether youve just joined the Neighbourhood team or even if you can use your HHT with
your eyes closed. Dont forget that your local Yodel Representative will always be happy to give
you support and advice.
We hope you enjoy working as a Courier.
WELCOME TO THE
NEIGHBOURHOOD TEAM
Contents
3 A BIT ABOUT US
Introducing Yodel and our Neighbourhood
delivery service
3 HOW YOU FIT IN
The important role you play
4 HOW NEIGHBOURHOOD WORKS
Our range of delivery services
5 STARTING YOUR DAY
What to do once youve got your parcels
6 MAKING YOUR DELIVERIES
Planning, timing and what to do when
things go wrong
8 LOVE YOUR HHT
Introducing your new best friend
8 OUT AND ABOUT
All the diferent delivery situations
explained
12 WORKING EVENINGS & WEEKENDS
Being prepared to go the extra mile
13 TEXT MESSAGING
The future of exible delivery and
customer service
14 BEING CONTACTABLE
Using your mobile phone for your work
15 SECURITY MATTERS
How to keep your parcels safe
16 HEALTH AND SAFETY
Boring but necessary, dont skip it!
17 BEING SELF EMPLOYED
A bit about your employment status
17 GETTING PAID
How our payment system works
18 FRIENDS AND FAMILY
REFERRAL SCHEME
19 GOT A QUESTION?
If you have then check this section rst
3
The demand for a reliable home delivery service has
increased phenomenally in recent years. The internet has
changed our shopping habits forever and we no longer rely
on the high street to buy all the things we want. That means
many more packages and parcels need to be delivered to
residential addresses at a time when the customer is most
likely to be in.
Here at Yodel we realised the importance of providing home
delivery services that are fast, reliable and convenient, so we
set up Neighbourhood. Today, our team of couriers makes
deliveries on behalf of many major retailers to thousands of
homes all over the UK every day.
3
A BIT ABOUT US
We have a really good reputation and we want
to do everything we can to maintain it. You
are the public face of Yodel, so there are a few
simple but important things listed opposite
that wed like you to do.
Its certainly not rocket science, but youll be
dealing with our customers on a daily basis, so
we rely on you to both full and exceed their
expectations. A fantastic customer experience
is everything.
HOW YOU FIT IN
Be professional and always wear your
hi-vis vest and carry your Yodel ID
badge.
Introduce yourself as a Yodel
Neighbourhood courier whenever you
are dealing with a customer.
Be friendly, polite and helpful.
Make your deliveries within the specied
time limits (see page 7) and always
follow the delivery instructions on your
HHT.
Keep your vehicle in
good working order a
regular wash to keep it
clean would be
good.
Remember
4
HOW NEIGHBOURHOOD WORKS
24hr
Our premium service. Youll need to
make the delivery attempt on the day you
receive these parcels.
24
48hr
Our standard service. Usually youll need
to deliver these parcels within 48 hours
of receiving them, but always check the
expected delivery date on your HHT for
exact instructions.
48
72hr
Our economy service. Usually youll need
to deliver these parcels within 72 hours
of receiving them, but always check the
expected delivery date on your HHT for
exact instructions.
72
COLLECTIONS
You will receive labels alongside your parcels
in the morning. These indicate addresses
where you have to collect a parcel.
CATALOGUE
Specically for delivering catalogues to private
addresses. They need to be delivered within
2-5 days of receiving them and you dont need
to get a signature so its ne to leave them in a
safe place if theres no one at home.
2-5
DAYS
Parcels are collected from all over the UK, delivered to the
local Yodel Service Centre at a time when most of us are
happily tucked up in bed, sorted and bagged, ready for you
to spring into action.
Parcels will be delivered to your home or you will be expected
to collect them from the Service Centre or a sack drop
Collection Point, depending on your post code location.
During the handover youll just need to double check that you
have all the correct parcels and conrm the details of what
youve received.
After that its over to you to plan your delivery times and
route. All you need to ensure is that you can meet the
delivery attempt deadline for each parcel. Our customers can
choose from a range of services, so its important that we keep
our promise to deliver within a specied period:
55
STARTING YOUR DAY
If you discover that you have more or less parcels
than you expect, or if any parcels are damaged,
please bring any discrepancies to the attention of
the Service Centre or the delivery driver straight
away. If your parcels have been delivered to you,
the delivery driver should inform his/her manager
in your presence.
Problems like this are normally easy to sort out,
but if there is any dispute its always best to contact
your local Yodel Representative immediately.
Spotted a problem?
You will collect or have your parcels delivered at an agreed
time each day.
Once youve got your sacks of parcels follow these few
simple steps:
1 Count the number of parcels youve received
2 Enter the quantity on the Courier Manifest at the
Service Centre or the delivery drivers HHT
3 Sign the Courier Manifest or delivery drivers HHT
4 Scan each parcel with your own HHT within one hour
of receipt this will tell us that you have received the
parcels safely.
If you have any problems with your HHT contact your local
Yodel Representative who will be able to help you.
6
MAKING YOUR DELIVERIES
Plan your route
Before you set out make sure that you have the full address
for each parcel. Report any errors to your local Yodel
Representative as soon as possible.
In order to plan your route efectively, we recommend you
either use one of the online route planning tools. Or get a
good map of your delivery area, laminate it and you can mark
your days deliveries on it every day and wipe them of as
you go.
Your Yodel Representative will be able to recommend a route
planning tool that will help you.
And always, always, always check that you have a good
supply of Calling Cards and yellow return stickers with you.
The secret of being a successful Neighbourhood
courier is to be well organised and know how to
prioritise your deliveries.
Remember
7
When to deliver
Always try to deliver all your parcels on the same day that you
receive them. Its really important that you attempt to deliver
every 24 and 48 parcel on the day that you receive them.
Try to deliver every 48hr parcel within 48 hours of receipt and
every 72hr parcel within 72 hours of receipt. However, in every
case you should check the information on your HHT for the
Expected Due Date (EDD).
If you have any parcels for business addresses then you must
make a delivery by 5.30pm on the day that you receive them.
If you dont, it means that we will have broken our promise
to our customer, and any failure in service will have to be
investigated by your local Yodel Representative.
Remember that you will have new parcels to deliver every
day, so the last thing you want is a backlog that becomes
unmanageable.
When things go wrong
Of course, sometimes you might be delayed by something
outside of your control and we realise that these things
happen. This is where your organisational skills come into
play. Give priority to parcels that are most urgent.
Always check the EDD
on your HHT and make
sure you prioritise all
the parcels that must be
delivered today.
Remember
8
This clever little gizmo really is your best friend
take care of it, dont lose it and treat it well!
Your HHT provides real-time information on the parcels in
your possession, and this information is shared with your local
Yodel Representative. It records everything you do, from the
moment you receive your parcels to the time you deliver
them. But of course you have to remember to feed in the
correct information by using the diferent scan codes as
long as you do that your HHT will look after you. And well
know that youre doing the work well. Ensure your HHT is
fully charged at the beginning of each working day.
Delivering to a customer
If the customer is at home introduce yourself as
their local Yodel courier. Scan the parcel, ask the
customer to conrm their name and enter this
into your HHT. Please dont use abbreviations
or initials and check with the customer that
you have spelt their name correctly. Ask the
customer to sign on the HHT screen and then
conrm on the HHT that you have delivered
the parcel. Job done, its of to the next one!
Leaving a parcel with a neighbour
If a customer is not at home when you try
to deliver a parcel, you may be able to leave
it with a close neighbour. But remember
that this doesnt apply to parcels marked as
Address Only.
Only leave a parcel with a neighbour if they
are happy to sign for it. Make sure that the
person you are dealing with lives at the
address and then scan the parcel and select
the code Left with Neighbour Leave Card
on your HHT. Remember to record the
neighbours door number.
Ask the neighbour to conrm their name
and enter this into your HHT. Please dont
use abbreviations or initials and check with
the neighbour that you have spelt their name
correctly. Ask the neighbour to sign on the
HHT screen and then conrm on the HHT that
you have delivered the parcel.
Before you leave, dont forget to complete and
leave a Calling Card at the original customers
address, and make sure you include the full
parcel number and the number of the house
where youve left their parcel.
OUT AND ABOUT
Love Your HHT
9
Leaving a parcel in a safe place
Some parcels can be left in a safe place if the
customer isnt at home and you cant nd a
neighbour to accept the delivery.
So if you have a parcel that has been classied
as Safe Place Allowed on your HHT, safe
place instructions are on your HHT you dont
have to worry about getting a signature if the
customer or a neighbour is not in.
Find a safe dry place where you can leave the
parcel, and try to make sure that you havent
left it obviously in view. Then scan the parcel
and select the Left In Safe Place option on
your HHT.
Complete and leave a Calling Card and
include the details of exactly where you have
left the parcel and the parcel number.
Remember that if you leave a parcel without
a signature and you dont have the proper
authority to do so, you will be liable for any
claim that may arise in the event that the
parcel goes missing. Its just not worth the risk.
Collections
Typically this involves customers returning
items to the retailer they bought them from.
You should attempt to collect on the day you
receive the label. These parcels should be
handed back to your Driver / Lead Courier /
Service Centre the following morning.
As mentioned earlier you will have to collect
items from customers. You will receive labels
in your sacks in the morning. These indicate
addresses where you need to collect a parcel.
You should attempt to collect the parcel on
the day you receive the label.
LEAVE SAFE CHOICES: FRONT PORCH
BACK PORCH
SHED
GARAGE
GREENHOUSE
OUTBUILDING
CONSERVATORY
OTHER
10
Unscheduled Collections -
Shop Direct Group Only
For SDG parcels (Very, Littlewoods etc.) We
have a special arrangement. If a customer
hands you an item that they wish to return to
SDG, you should take the parcel and attach
a Yellow Return
Label.
In both cases
(scheduled and
unscheduled) you
should return these
parcels to your Yodel Driver / Lead Courier /
Service Centre the next working day.
Delivery refused?
If a customer refuses to accept delivery of
a parcel youll need to scan the parcel and
select the Refused code on your HHT.
Complete and attach a white return sticker to
the parcel and return it to your Yodel delivery
driver or the local Service Centre the next
working day.
Delivering a parcel that is damaged
Unfortunately, parcels do occasionally get
damaged in transit. If you deliver a damaged
parcel to a customer they can choose
to accept or reject it. If they accept the
parcel, then you can complete the delivery
process as usual, by selecting the Delivered
Damaged code.
If the customer refuses to accept the parcel
youll need to scan it and select the Refused
Damaged scan code. Complete and attach a
white return sticker to the parcel and return it
to your Yodel Driver / Lead Courier / Service
Centre the next working day.
No one home?
If you try to deliver a parcel and no one is
available to receive it please make two more
attempts to deliver during the following
two days.
First and second attempts
Complete a Calling Card and include your
mobile phone number and parcel number.
This will allow the customer to call you
directly to arrange mutually agreed delivery
time. Scan the parcel and select the scan
code. Undelivered - Card Left on your HHT.
Add a description of the house or door on
the Notes section of your HHT.
Complete and attach a white return sticker to
the parcel after each delivery attempt.
Third attempt
Follow the same process again. If you
still cant deliver the parcel you can then
return it to your Yodel delivery driver or
the local Yodel Service Centre on the next
working day.
Rearranged deliveries
When a customer has missed a delivery and
calls you to arrange delivery on a day that is
not the next working day, please make a note
so that we are aware that the delay is not your
fault. Scan the parcel and select the Delivery
Rescheduled scan code and enter the agreed
delivery date in the pop-up text eld on your
HHT.
11
A word of warning: if the HHT requires a signature
for a parcel, but there are also special instructions
telling you to Leave Safe, you must get a signature
and ignore the special instructions.
Remember
Address only
Some clients will only allow their parcels to
be delivered to the address shown on the
parcel. These will appear on your HHT as
Address Only. This means that you cant
leave these parcels with a neighbour or in
a safe place, they must be delivered to the
address shown and you must get a signature
when you deliver. If theres no one at home
when you try to deliver leave a calling card
and reattempt the following day.
Not sure where to go?
If you have a parcel that has been incorrectly
or poorly addressed, and you cant work out
where the customer lives, check whether a
phone number has been included. Call or text
the number so that you can get directions or
contact your local Yodel Representative as
soon as possible. They will be able to advise
you on how to deal with the parcel, but dont
scan the parcel until youve been told its okay
to do so.
Special delivery instructions
To help improve the customer experience,
our clients now ask customers for extra
information about the delivery they want.
It means more exibility and faster delivery
and, for you, a better chance of making a
successful delivery on your rst attempt.
Heres an example: a parcel may require a
signature but the customer can nominate a
specic neighbour to receive the parcel in
the event that no one is at home when you
make the delivery. Similarly, for parcels that
can be left in a safe place, the customer can
specify the exact place where they want you
to leave the parcel.
This information is shown on your HHT.
12
WORKING EVENINGS & WEEKENDS
The Neighbourhood delivery service
promises to deliver parcels between
7.30am and 9.00pm, six days a week. You
will receive parcels every day, Monday to
Saturday, and although we leave it up to you
when you make your deliveries during this
period you must meet the service promise
for each parcel along with specic delivery
requests of customers who have to arrange a
re-delivery during this time frame.
So if a customer asks for a delivery in the
evening, please be prepared to say yes to the
customer wherever possible. Remember, its
all about a good customer experience.
Its all about a good customer experience!
Remember
TEXT MESSAGING
When a parcel has been dispatched by one of our clients, the customer may
receive a text message or an email informing them their parcel is out for
delivery. In some cases it may also specify the delivery day and may include
your contact number.
This is very useful for both you and the customer as it will help minimise the
number of wasted delivery attempts.
If the customer knows they are going to be out when you deliver, they can call
you to rearrange for a diferent day or time.
13
There will also be messages sent which includes your
mobile number when Calling Cards are left or for other
times where there is a problem with the delivery.
Remember
14
Having a mobile phone is a must. Its an obvious
thing to say, but please make sure its switched
on and fully charged at the beginning of each
working day! Customers should be able to contact
you during the delivery hours of 7.30am - 9.00pm.
Make sure you record a voice mail message that
will assure customers that they have called the
correct number for their local courier. A customer
could leave a voice mail message regarding a
delivery that could save you valuable time or a
wasted journey.
The mobile phone is an essential tool to manage customer redeliveries / collections. Keep
your message clear, professional and friendly-sounding! Remember, when a customer calls
your number they will assume they are calling a Yodel ofce, not that they might be calling
you at home. If youre not sure what to say, then you could try this:
Hi youve reached your local Yodel courier. to arrange a collection or
redelivery of a parcel please leave your name and address along with your
preferred redelivery / collection date. Thank you for calling.
BEING CONTACTABLE
Its essential that you respond quickly (and when safe
to do so) to any messages left by the SVC and/or a
Yodel Representative. Should you receive a message
before 5pm please return the call before 9pm the
same day. Any calls received after that can be
returned by 10am the following day.
This will also make it much easier for you to plan your
route every day and avoid a backlog of parcels.
Important!
15
Parcels
As part of our tracking process we need to
know that you have received your parcels safely
and that you deliver them to the customers.
Signatures and scanning are key to this.
Tracking starts from the moment you get your
sack of parcels. So, if your parcels are delivered
to you, count out every parcel while the Yodel
delivery driver is with you and sign the drivers
manifest. Or, if you are at the Service Centre
or Sack Drop Collection Point, agree the parcel
count with your Yodel Representative and scan
each parcel before you leave. If you have more
or less parcels than expected, or if any parcels
are damaged, report it straight away.
When you make a delivery to a customer or a
neighbour remember to get a signature (it must
be handed over to an adult!).
If you are leaving a parcel in a safe place, double
check on your HHT that it is okay to do this
(remember some parcels may contain high
value items).
Even when you return parcels to a Yodel delivery
driver or to the Service Centre you need to get
a signature.
Your vehicle
Whatever your choice of wheels, whether its a
car or van, it needs to be able to be locked and
secure. Sorry, but soft top cars and pick-ups
arent completely secure, so theyre not suitable
for the job.
When you are away from your vehicle make sure
you leave it locked.
Try and keep your parcels out of public view as
much as possible use the boot of your car or
cover them with a blanket. A back seat full of
interesting looking parcels might encourage a
break in.
Be aware of high value goods in your possession.
Assuming that they are identied as such on
your HHT or paperwork, make sure you keep
them well hidden.
Making deliveries
Please always check the customers identity
before you hand over a parcel.
Never leave a parcel without getting a signature
if a signature is required. If you leave it with
a neighbour you must still get a signature.
You can always check with your local Yodel
Representative if youre not sure of what to do.
If you are leaving a parcel in a safe place make
sure its hidden from view and that it cant
get wet or damaged. Garages, sheds and
greenhouses are good dustbins (they can be
removed) are denitely not. And be aware of
any passersby who might be watching you.
Remember, a secure parcel is one that has been
signed for!
At home
If you need to store any parcels at home keep
them out of sight. Using your garage is ne as
long as it can be locked securely.
If youre out shopping or visiting, or doing
anything other than making deliveries, please
dont leave parcels or your HHT in your vehicle.
And never leave anything in your vehicle
overnight.
SECURITY MATTERS
16
Manual handling
If you want to speak to someone about manual handling, you can call the
Yodel Health & Safety Team on 01509 643705. This is not managed 24hrs
a day, but you can leave a message and someone will get back to you.
Visiting the Service Centre
The Service Centre can be pretty busy, so please make sure you wear your
hi-vis vest and ID badge when youre there, sign in at reception and let your
local Yodel Representative know that you have arrived.
If you come into the Service Centre to collect your parcels, please check with
your Yodel Representative about where you should work, what time to come
in and any areas within the warehouse you are not permitted to work.
Ensure that you are familiar with all the Service Centres emergency
procedures in the event of a re, where and who you should report to and
what to do if you discover a re.
Do not use any equipment unless you have received training from a
Yodel Representative.
HEALTH AND SAFETY
If you are involved in an accident when you are in your
vehicle you obviously need to rst contact any emergency
services required. Please then let your local Yodel
Representative know whats happened. Any damage to
your parcels should also be reported.
Remember
17
Payment works on a two-week cycle your
local Yodel Representative can give you
details of the payment cycles and dates.
Every two weeks we will send or email you a
Remittance Advice, which will detail all the
successful deliveries youve made during that
period. You will be paid for each of these
deliveries at the rate we agreed and as shown
on the Neighbourhood record card. We
will make payments directly into your bank
account every two weeks.
Please note that your very rst payment
may not fall until you have been with us for
four weeks.
Additional work
We may sometimes ask you to do something
that is diferent from your usual daily
deliveries. If youre happy to take on this
work your local Yodel Representative will
agree a rate with you and complete the
necessary paperwork. Payment into your
bank account will then be processed in the
next pay cycle.
GETTING PAID
Working as a courier is classied as being
self-employed. This means that you will need
to sort out your personal contribution and tax
matters yourself. If possible get some independent
advice so that you understand all the nancial ins
and outs of being self-employed.
Being Self Employed
If you think there might be a problem with a Remittance Advice
or payment, please get in touch with your Yodel Representative as
soon as possible.
18
The Neighbourhood Courier service continues to expand
and we are continuing to recruit new couriers for areas across
the country. The very best person to explain to someone who
may be interested in this work and what it involves is someone
that is actually doing it everyday. This is where we need
your help.
If you know someone who could be interested in becoming a
Neighbourhood courier, anywhere in the country, we would
be grateful if you could take 5 minutes to explain to them the
ner points of what you do each day and why it works for you.
If they decide this is something they would like to do
please let the local Service Centre Team or your Yodel
Representative know by simply passing on their name,
address, telephone number and the area they would be
interested in, or email friends.andfamily@yodel.co.uk.
If the applicant starts work as a Neighbourhood courier and
works for 8 consecutive weeks we will reward you with a cash
amount.
You can make as many referrals as you want to and you will
receive the reward for each applicant that joins us above.
This is a truly great opportunity and a win/win. Yodel will be able
to provide a rst-class experience for our customers throughout
the year and you will be able to earn some extra cash!
If you require any further information, please contact your
local Yodel Representative.
FRIENDS & FAMILY REFERRAL SCHEME
19
These are probably the questions we get asked most often. If theres anything
we havent covered please speak to your local Yodel Representative.
How do I get my parcels?
Parcels will be delivered to your home or you
will be expected to collect them from the
Service Centre or a Sack Drop Collection
Point depending on your postcode location.
When do I have to make my deliveries?
You should make a rst delivery attempt for
every parcel on the day that you receive them.
Delivery hours are 7.30am - 9.00pm, six days
a week. If youre tight for time make sure that
any parcels on the 24hr services are delivered
rst, along with any 48hr/72hr parcels that
were held over from the previous day. It is vital
that you check your HHT to understand what
is due for delivery and when.
What do I do if theres a problem with
my HHT?
Contact your local Yodel Representative who
will be able to advise you.
Can I let customers collect their parcels
from my home if they were out when I tried
to deliver to them?
You can, but only as a last resort, e.g. If the
delivery is urgent and you cant re-deliver at
a suitable time. Ask the customer to provide
proof of identity and to bring with them the
Calling Card that you left when you attempted
to deliver the parcel.
GOT A QUESTION?
Help! I cant deliver all my parcels in one
day what should I do?
Speak to your local Yodel Representative as
soon as possible and they will be able to help
you get sorted.
Can my friend/relative help out if
Im not able to make my deliveries for
any reason?
Yes, but you will still be responsible for the
service they provide on your behalf. Tell your
local Yodel Representative what is happening
and give them full contact details for your
friend/relative. Its also important that your
helper understands how to use your HHT and
the paperwork involved. If at any time you
cant provide a delivery service at all please
contact your local Yodel Representative
immediately.
Who can I speak to if I have a query about
my Remittance Advice?
Please call your local Yodel Representative
who will be happy to help you.
How do I get paid?
We have a pay cycle that will pay you every
two weeks and the money goes directly into
your bank account.
I know someone who is interested in
becoming a courier. Who should they call?
Ask them to email their and your details to
friends.andfamily@yodel.co.uk
20
NOTES
21
NOTES
22
NOTES
23
NOTES
24
Your Courier ID:
Tour Number:
Daily Collection/Delivery Time:
Local Yodel Representative:
Tel No:
Other contacts:
Refer new couriers to: friends.andfamily@yodel.co.uk
General Yodel vacancies: www.yodel.co.uk
Courier Opportunities Hotline: 0871 226 3771
USEFUL INFORMATION
v1.0 JULY13