Ever thought about running a Post Office and the commercial opportunities it could bring? Martin Roberts, Post Office Group chief retail officer, explains how the process is now easier than ever.
Post Office continues to have a nationwide presence, with more than 11,500 locations up and down the country, providing essential services to communities, explains Martin Roberts, Post Office Group chief retail officer.
“Running a Post Office means offering our products and services from a retail business and there’s more to a Post Office than you might think,” he says.
“It’s for people paying their utility bills and redeeming their energy bill support vouchers; small business owners paying in cash; online traders posting products and customers collecting them; and holidaymakers getting their travel money.”
All this can mean extra footfall coming through the door and becoming the shop, the bank and the Post Office within your area. Postmasters receive remuneration for each Post Office transaction carried out, with customers, communities and retailers alike all benefiting.
“There’s a strong market out there for Post Office opportunities, whether it’s a larger main branch in a city centre, a local branch serving a distinct community or an outreach serving a more remote community,” continues Roberts.
Post Office also recently launched another essential service, a new ‘Banking Hub’ proposition. These have been set up in partnership with the banking industry to address closing bank branches, creating a modern, shared space for banks to meet with their customers. The hubs will be run by the Post Office and shared with major high street banks. They offer a dedicated counter for cash services, allowing customers to withdraw and deposit cash easily. Additionally, customers can ask their local community banker for in-person help with more complicated transactions such as mortgages, loans, pensions and more, on a dedicated day of the week.
Can anyone run a Post Office?
As of 20 January 2023, there were 241 opportunities available – 209 local Post Office branches, 31 main branches and one Banking Hub. So for entrepreneurs who are community focused and keen to make a positive social contribution setting up a post office is a great opportunity. It’s suitable for someone who is self-motivated, sales focused, and keen to meet customer needs; and who is innovative and can make the most of the commercial benefits from the extra footfall a post office will bring
“Over the last 18 months, we’ve made a real effort to improve our onboarding processes for new applicants – those who already run a Post Office and are keen to take on more, or those with no previous post office experience,” says Roberts.
“We’ve received some great feedback from applicants, telling us what we do well, but also what we need to improve, and we’ve used this to help shape the process. It’s really important to us that we make our processes as quick and simple as possible for applicants and make the overall experience a positive one, and that they feel supported through the entire journey, from the moment they begin to browse for opportunities, to the first day operating their new Post Office branch, and beyond.”
New Postmaster Jarman Uppal will run Gallowhill Post Office in Glasgow, which is due to open in March 2023. He says: “I felt supported throughout the process. The communication with the team was good and my messages and calls were answered by the relevant people. I had the guidance I needed on the financial areas and what was expected. I felt very supported through the training as well, and the support has been ongoing since.”
Making the process easier
Post Office has implemented a number of changes to its processes to ensure it offers appropriate support, notes Roberts. “Once an applicant has expressed an interest in an opportunity through our Run a Post Office site, one of our onboarding support advisors will contact them to explain the next steps. They will provide dedicated support throughout the applicant’s journey and will offer to have a video chat and regular one-to-one consultations throughout the process.”
Applicants will also receive a link to Post Office’s new application site, he adds. “There, you’ll be able to view a welcome video from our CEO, Nick Read, about the ongoing support and tools available to applicants, and once they become a Postmaster. The site contains all the information needed to complete the application, with handy tips and guidance along the way. It’s interactive and intuitive, making the overall process smoother.”
As part of the process, applicants need to submit a business plan. However, previous feedback about this stage revealed that it was too time-consuming and complicated, so Post Office has made it simpler, says Roberts.
“If an applicant passes our financial assessment, they’ll then move on to the assessment part of the process with one of our business support managers. This will be an informal chat for them to ask any final questions they may have, and also for Post Office to understand how they will be able to run the branch effectively and sustainably within their community and be able to provide great customer service.
“We have also actioned feedback from previous applicants and introduced electronic contract signing. This change speeds up the contract step of the appointment journey, which traditionally relied on paper documents being mailed to and from the new Postmaster. We are determined that the application and appointment journey is genuinely applicant-centric, and our satisfaction metrics show significant improvement over the last 12 months.”
Here’s what some more applicants had to say as part of the customer satisfaction feedback Post Office uses to keep driving ongoing improvements:
“From day one till the interview the onboarding team was really helpful and fast. The interviewing team was great too.”
“I felt the whole process ran smoothly and any issues/questions I had were answered quickly. The onboarding team were very helpful.”
“I’m very happy with my application and received very good team support. Nice advice and quick replies.”
“It is easy and straightforward, and I received all the help I required.”
“I am very happy and satisfied with onboarding team. I felt very comfortable answering all the questions. I can’t wait to join the Post Office network.”
Find out more
Could this be you? Post Office welcomes applications from commercially focused, retail-minded individuals with an entrepreneurial spirit. To access the most up-to-date opportunities across the UK, please visit the Run a Post Office website.
