📰 In This Week's Newsletter:
Weekly To Do's - Rescue Bags Quality Control
Key Updates - Outbound Procedure & Compliance; Reporting For Inbound Errors; New Hub Lead Practical Training; New Rider Awareness Training; HQ Role: Safety Manager (QESH)
Weekly Shelf Changes & Delistings
Weekly To Do's
🛍️ Rescue Bags: Tighten Up Quality Control
Rescue Bags are our initiative for reducing waste and giving good food a second chance - when done right. Last week we received 25 customer complaints about expired products hiding inside Rescue Bags. Saving food is the goal, but sending expired items destroys customer trust and defeats the purpose. We need everyone's eyes on this this week!
Quick refresher - what goes in & what stays out. Before packing any Regular or XL Rescue Bags, double-check items against these rules:
✅ Do include:
Near expiry: products close to their Best Before Date (BBD) per our BBD check rules.
Aesthetic defects: imperfect fruit & veg that look a bit odd but are completely safe and 100% mould-free.
Minor packaging damage: only if the inner seal is completely intact and safe.
Wrong deliveries: Hub Alert tickets explicitly marked "Give away".
🚫 Never include (no exceptions!):
Products past BBD: if it's already expired, it goes in the bin, not the bag!
Heavily damaged goods: leaking, crushed or compromised items.
Restricted categories: household chemicals, pet food or baby products.
⚠️ Golden rule: a Rescue Bag is a discount treat for ugly or near-expiry food, not a trash can. If you wouldn't eat or use it yourself, don't pack it for a customer!
Also outbound any leftover bags at the end of the day with a stock correction - recheck the products and re-use what can go into a new bag another day; discard the rest. Let's lock in our quality control this week and bring those complaints down to zero. 💪
Key Updates You Can't Miss
🗑️ Outbound Procedure & Compliance: New KPIs & Photo Requirements
📖 Outbound procedure: a quick reminder on the Outbound During Inbound process, handled directly in the HubOne app. We do not use manual Hub Alert tickets for delivery issues - everything must be handled instantly during your normal inbound flow. For any items that arrive damaged, expired or with labelling issues, follow the exact steps in this presentation.
⚠️ Crucial photo & code requirements - suppliers will reject claims if the evidence isn't perfect, so please pay extra attention to:
Make the picture clear: photos must clearly capture the physical damage, mould or packaging issue.
Include the BBD/production code: input the BBD or production code of the item when uploading photos (see the presentation for how to find these on different items).
Unsure of the code? Include a clear picture of the product information panel (the back label/product text, not just the barcode) so it can be assessed further.
✅ New outbound compliance KPIs - we're adding new metrics to our weekly reports to better track supplier-related waste and improve our claiming process. The new definitions:
Total Outbound Tickets: total tickets created in the previous week. Every item unfit for sale must be properly captured in the system.
Compliant Tickets: % of outbound damage tickets completed with clear pictures, expiry dates and/or production codes (calculated on tickets completed perfectly, not the number of items).
Value Lost Due to Rejected Tickets: the value we can't reclaim because outbounds were rejected.
Our main focus will be on Value Lost Due to Rejected Tickets and Total Outbound Tickets. The goal isn't to create as many tickets as possible - but recent data shows big gaps between hubs, so we'll monitor these closely to make sure every hub outbounds waste correctly and consistently.
📈 New dashboard in NL Ops Looker Studio - see exactly which tickets are being rejected, who submitted them and why.
Rejected Tickets: every rejected ticket logged with date, hub, user ID and a link to the submitted photo.
Employees Compliance: submitted, rejected and lost value broken down by user ID, so you can see compliance % per employee.
Hubs Compliance: submitted tickets, lost value and compliance % ranked by hub, with trends over time.
Most rejections come down to two things: a missing BBD/expiry date or an unclear/blurry picture. Open the attachment on any rejected ticket to see which one applies. Use this to give targeted feedback and close training gaps quickly - no more guessing why compliance is low at your hub. Dashboard here.
📦 Reporting For Inbound Errors: New Reason Codes
💬 Report inbounding issues at #inbound_errors_issues. A quick reminder for hubs to always report any issues regarding inbounding to this channel so we can easily keep track. The workflow now has multiple reason codes:
Inbound Error: any errors or mistakes due to OA or other hub-related issues.
Missing Rolli/Products: items and/or containers not delivered by Lekkerland.
Inbound Checker technical issue: any technical issues with the inbound checker (not working or stuck on yesterday).
SSCC label issue: SSCC label not scannable or non-existent.
Rejected Frozen rollis: fresh and frozen items rejected due to a broken freezer, insufficient space or incompliant temperature by Lekkerland.
Inbound not complete: inbounding not finished before 00:00 due to capacity constraints.
🎓 New Hub Lead Practical Training (Practical Tasks) - Live tomorrow!
What is it?
We are adding a practical layer to our existing theoretical Hub Leadership Training. From now on, for every theory module there will be an additional practical task to be performed in the hub together with their manager or trainer.
Why?
Hands-on learning - besides the theory, every trainee gets a practical intro to each important topic, side by side with their manager/trainer.
Practical relevance - tasks happen on real shifts, connecting theory to day-to-day reality.
Real-life assessment - trainers rate genuine capability, not just course completion.
The six modules (each mapped to a theory module)
Safety & Compliance - Mini Safety Audit · Inspection Readiness
Quinyx & Planning - Labour Law Compliance Review · Scheduling Shadowing
KPIs & Data Actioning - Live Steering · Performance Action Plan
Soft Skills & People - Onboarding Practice · Feedback Talk
Shift Management - Opening · Closing · Fleet & Equipment Check (new module)
Operations - Core Operations (new module)
Manager Task
Manager or Trainers will conduct the task together with the trainee, explaining processes in practice, and allowing new leads to learn & shadow
After each task, the Hub Manager marks it as complete and sets the understanding level + comment
🔴 Doesn't understand - needs constant input; more training required.
🟠 Partially understands - knows the theory but slow or missed details.
🟢 Fully understands - independent, confident, could teach it. Required for promotion.
Learner View // Hub Manager View
Read all about it here - and find the lessons in your Training Portal from tomorrow on!
Note: for all existing roles, these tasks will be already marked as completed.
🚴🏽♂️ New Rider Awareness Trainings
Two short new rider trainings are now live in the Training section of the WF App - part of our push to improve the customer experience around riders, both on the street and at the customer door. Riders will hear about them in Thursday's WF Newsletter.
Look Like Flink: everything about rider appearance, gear, helmet & equipment.
You Are the Face of Flink: behaviour at the customer door (greeting, handover, goodbye).
Please make sure the riders in your hub complete both. They're short (a few minutes each) and can be done on a phone, so completion should be quick and easy to track.
Note: This is also a first step towards something bigger. Soon we'll be adding a dedicated rider rating feature, letting customers rate their riders - and riders will see their own ratings in the app. Getting these trainings done now sets riders up to put their best foot forward before ratings go live.
🦺 HQ Open Position: Safety Manager (QESH)
We're looking for a new Safety Manager (m/f/d) to take ownership of all safety and audit topics across our NL hubs. You'll make sure our operations meet the highest safety standards while building a culture of care and compliance across every hub and team - the person the organisation turns to on safety, setting the standard and driving it forward.
What the role covers
External service providers: own the relationships with our partners across fire safety, labour safety, food safety and pest control.
External inspections: be our first point of contact for the Labour Inspection, NVWA and SKAL.
Training & development: coordinate first aid training and own the safety content within our internal training programs.
Risk Inventory & Evaluation (RI&E): work with People and Operations to keep our RI&E accurate and current for the whole NL organisation.
Safety projects: lead innovation projects that raise the bar on safety across the business.
Audits & compliance: own the audit process for all hubs (set-up and content in Airtable), run audits, track actions and follow up with stakeholders.
Interested? Apply via the link! If you're in doubt or have any questions up front, reach out to Tim Dekkers or Evelien van Breda.
Shelf Changes & Delistings
If you do not find your file in the folder, it means there are no shelf changes for your hub. The list will be published at 16:00 today, so please check around that time. Changes go live tonight between 01:00 and 07:00 - please move products to their new locations tonight after closure or tomorrow morning.
🤓 Don't forget the backstock! When moving products to their new shelf, always remember to check and reposition any backstock on the top shelves as well. Read more about the different hub sizes here.
Ticket Processing Update: shelf changes are implemented only once per week. We typically review incoming tickets on Monday and Tuesday, so if you submit a ticket on Wednesday and don't see an update by Friday, it's not an oversight - the ticket is simply queued for the next processing cycle, as shelf changes and facing adjustments can only be executed once a week. Exceptions are made only in cases of critical or urgent issues.