In a strategic move, John Lewis plans to enhance customer service by restructuring its workforce.
- 153 roles will be cut, representing 1% of the workforce, through natural attrition and voluntary redundancies.
- The distinction between front and back-of-store roles will be removed to increase staff presence on the shop floor.
- Investment in digital technology aims to improve communication and efficiency among staff.
- New systems include mobile payments facilitating direct shop floor purchases, enhancing customer experience.
John Lewis, in an effort to elevate its customer service, has announced plans to cut 153 roles within its workforce, which constitutes approximately 1% of its total staff. The company aims to achieve these reductions through natural attrition and by offering voluntary redundancy packages. Affected employees will receive support in securing new roles within the organisation.
In a significant operational shift, the retailer plans to eliminate the traditional division between front and back-of-store roles. This initiative is intended to bolster staff presence on the shop floor, particularly during peak shopping periods. The adoption of a ‘Selfridges-style’ approach to customer service underscores the retailer’s commitment to enhancing the interaction between staff and customers.
Central to this restructuring is the introduction of advanced technology solutions. The retailer will allocate £5 million towards the procurement of new digital headsets. These headsets are designed to facilitate seamless communication among staff members, thereby improving overall service delivery.
Additionally, the company will enable its staff to process mobile payments, allowing customers to complete transactions directly on the shop floor. This innovation is expected to reduce wait times and improve the shopping experience for customers.
Further technological enhancements include the installation of dedicated call points in fitting rooms and collection areas to address urgent customer enquiries promptly. Mobile printers will also be introduced to correct missing shelf-edge labels, an investment estimated at £1 million.
John Lewis’s restructure embodies a forward-thinking approach to customer service, focusing on efficiency and enhanced retail experiences.
