FedEx staff expected to box clever to keep customers happy

Staff at delivery firm FedEx UK are now expected to do much more than deliver parcels following the takeover of its main competitor, according to HR director Wendy Dean.

FedEx acquired ANC Express in late 2006, bringing Dean across after a 14-year career at the rival firm. “People are rewarded and recognised on how they deliver our core values,” she said. “It’s OK delivering a parcel, but it’s what you do on top that makes the customer want to stay with you.”

She said the integration of the two companies was progressing well and leading to some changes for former ANC employee. “It’s a fantastic opportunity for people who were old ANC and we are progressing at a good pace,” she told Personnel Today’s sister title Motor Transport.

The takeover did not cause staff morale problems, Dean insisted. “Everyone [at ANC] was expecting something to happen eventually, it was just a case of who and when we had already seen some of the other [parcel] companies undergoing integration,” she said.

“FedEx is a household name so we were delighted about it – there was a really good reaction from the workforce.” FedEx UK employs 2,100 staff directly, with a further 2,400 in franchises.

Dean was Personnel Today HR Director of the Year in 2006.

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