Waitrose
Onsite Workforce Solutions for the Waitrose Bracknell Distribution Centre
Reduced Attrition
Improved retention helped reduce disruption across daily fulfilment.
Cost and Time Savings
Approx. £1,000 saved per new starter through reduced attrition.
Improved Fulfilment
2.5% uplift in fulfilment rates year-on-year.
Company Background
Grocery Retailer
High-Volume Logistics
Bracknell Distribution Centre
1,000+ Workers Supported
Waitrose, part of the John Lewis Partnership since 1937, is one of the UK’s most respected premium supermarket brands. With more than 350 shops across the UK and a growing international footprint, the business is supported by five major distribution centres. Every employee is a Partner and co-owner of the business, reflecting a company-wide commitment to quality, shared responsibility and service excellence.
Among its distribution centres, Bracknell and Aylesford are Partner-managed sites that play a vital role in national operations. These centres, along with the Leyland site, are supported by The Best Connection.
The Challenge
In 2018, Waitrose undertook a review of its temporary staffing arrangements at the Bracknell and Aylesford distribution centres. The goal was to strengthen fulfilment capability and ensure workforce sustainability in line with evolving operational needs.
At Bracknell, service continuity had been protected through temporary adjustments to store delivery flows during a period of increased staffing pressure. As part of the tender process, Waitrose looked for a partner who could respond quickly, stabilise the workforce, and contribute to long-term strategic planning.
Our Solution
We had already developed a strong working relationship with Waitrose through our support at the Leyland site. This existing trust, alongside our experience in delivering high-volume, flexible staffing solutions, helped us stand out during the tender process.
To ensure a smooth transition at Bracknell and Aylesford, our project team carried out detailed site assessments. These insights informed a tailored implementation plan, focused on both immediate workforce recovery and long-term improvements.
Here’s how we approached it:
- We deployed experienced onsite project managers to lead the mobilisation
- Recruitment was activated through our Slough and Maidstone branches to scale up staffing quickly
- Our contract management teams took on day-to-day service delivery, planning, and continuous improvement
- We introduced structured performance support, onboarding tools, and compliance systems
- We worked collaboratively with Waitrose to improve colleague engagement, retention, fulfilment, and productivity
The Impact
Our partnership with Waitrose has delivered clear and measurable results:
- Operations at Bracknell were stabilised within weeks, allowing store delivery flows to return to normal
- Attrition was reduced by 19% over the course of the year, saving approximately £1,000 per new starter
- 64 temporary workers transitioned to permanent roles, with many remaining in post longer than direct hires
- Fulfilment rates improved by 2.5% year-on-year, driven by greater workforce consistency
- Our performance project delivered a 4% uplift in pick rate productivity
- During the COVID-19 pandemic, we rapidly introduced electronic registration and remote onboarding to keep operations compliant and uninterrupted.
These outcomes not only addressed immediate priorities but also helped future-proof operations through better workforce planning and flexibility.
The Results
- Full service stabilisation at both sites
- 19% reduction in attrition
- 64 successful temp-to-perm transitions
- 2.5% increase in year-on-year fulfilment
- 4% increase in site productivity
- Digitised onboarding and compliance systems
- Ongoing partnership based on trust, agility and performance
In Summary
The Best Connection’s onsite workforce solution at the Waitrose Bracknell Distribution Centre delivered measurable operational improvements and stronger workforce stability. By embedding consistent onsite support, improving communication, and aligning daily labour planning with operational requirements, we stabilised performance within weeks and helped restore normal delivery flows. Attrition was reduced, retention strengthened, and fulfilment rates improved year-on-year.
Our partnership drove cost savings, enhanced productivity, and provided a more reliable workforce, supporting Waitrose in maintaining high service levels across one of its key distribution hubs.
The Best Connection came on board, listened to the needs of the business, and began to deliver the level of service that the Partnership requires – this continues to the present day. They are honest and collaborative, working together with the Partnership to ensure business needs are met and are happy to help us drive new ideas forward. I’d recommend The Best Connection as a suitable flexible workforce solution for any type of business.
David Winfield, Operations Manager
