CUSTOMER SERVICE, MORRISONS
PAULA NEEDHAM works in the home delivery department at Morrisons’ Abbeydale store and walks five miles during every product-picking shift.
“Product picking for Morrisons’ home delivery service is a very physically demanding job, and I’m on my feet in the store for six hours at a time. I’ve worked out that I walk five miles per shift. I arrive at 5am but finish at 11am, leaving the rest of the day for riding and ‘me time’.
I was a primary school head teacher for 18 years, but latterly I suffered from stress and I’d already handed in my notice when coronavirus struck last March. I wondered what I was going to do, as so many jobs disappeared, but then I heard about the Morrisons’ role and I found myself working alongside various professionals, from solicitors to estate agents. I had always wanted to do something that made a difference, and now I am.
The importance of our role was driven home when I was on call-answering duty and an elderly customer rang in, sobbing. Her delivery was late (but only by two minutes), and the driver turned up almost immediately. However, it made me realise how much of a lifeline our deliveries are to elderly and vulnerable people.
On occasions I drive the vans. The team makes 144 home deliveries in a day, but in addition we offer a doorstep service within a 25-mile radius of the store. As the name implies, the elderly or vulnerable can order from the store via phone and have it delivered to their doorstep. When making deliveries you really see how isolated many are. There will always be a face at the window, and they will be very quick to chat. Yours may be the first face they have seen in a week, and we all
“An elderly customer rang in, sobbing. Our deliveries are a lifeline”
understand how important it is not to rush away. We have a duty of care to make sure that person is OK.
I describe my horse, Charlie, as my midlife crisis because when I reached my 40s I felt that it was now or never for horse ownership. He’s very sensitive, so if I’m stressed he instantly picks up on it. I have to zone out after work before I get on. I’ve learned to control my emotions and go into my happy place — it’s something I particularly had to do when my mental health was suffering in teaching a couple of years ago. I have other hobbies, but riding is what makes me the most content and the most appreciative of what I have.
I blogged about doing #Hack1000miles, which I’ve done every year since it started. Originally we were too scared to go out on our own, but we slowly built up our confidence. The first year we did 400 miles and the second 800. We’re a strong team. Charlie also gives structure to my life. I can’t just not turn up, and I’m never happier than when I’m physically active — I even enjoy poo-picking!”