August 2015

Building for the future

Filming the documentary was great, although I was very self-conscious! When I was walking around with the microphone on it made me think about every little thing I did or said. I hope I come across okay on the show.

It was certainly interesting having the filming crew on site when the building work was taking place. We had a lot to contend with. It wasn’t just a lick of paint – it was pretty much a rebuild, with walls being taken out around us.

Changing times

Over the past couple of years we’ve been working hard to reduce the loss our Crown network makes. A few years ago it was losing £46 million a year and now that figure has been reduced to £12 million. Ultimately we have to change – we cannot continue to be a burden on the taxpayer.

The last three years have definitely been the most challenging of my career. We’ve been investing in 300 Crown branches and working with branch colleagues to change the way we serve our customers, and it’s a huge programme of work.

The search for solutions

My job is to find solutions when a branch needs to move because of special circumstances – a postmaster who’s retiring or a branch that’s had an emergency such as a fire.

Every situation is different. I’ll do everything I can to find the right solution.

The documentary focused on three branches I’m working on.

In Kingsland, the postmaster, Jean, is 73 and wants to retire. I’ve known Jean for 20 years.

A moving story

We’ve had three Post Office branches in Crewe across three generations of the family. My last branch, Hungerford Road, was being remodelled as a Local and I made the difficult decision to move on to a new branch.

There were a lot of ties with Hungerford Road as my dad Neville had run it since 1977. I took over the reins in 1996. We won the national Best Post Office award in 2006 and dad was really proud – he’d come close to winning it a few times.

We are family

It was an honour to be invited to take part in the documentary. I’ve been involved in a couple of Post Office TV adverts as well, so I’d had some experience of filming before this. Some people have said I could make a career of it! I don’t know about that, but I’m always happy to help promote Post Office.