John Lewis Partnership restructures, aiming for improved customer interactions.
- The company will reduce 153 roles, about 1% of its workforce, primarily via natural attrition and voluntary redundancies.
- The reorganisation will see adjustments in partner hours and removal of the distinction between front and back-of-store roles.
- Introduction of new technology, including digital headsets and mobile payment capabilities, aims to streamline processes.
- £6 million investment to enhance staff communication and client service, focusing on a “Selfridges-style” experience.
John Lewis Partnership is taking significant steps to restructure its operations, with the aim of bolstering the quality of customer service. This initiative will see a reduction of 153 roles, which constitutes approximately 1% of its workforce. The company plans to achieve these cuts through natural attrition and voluntary redundancies, offering assistance to affected employees to find new roles within the organisation.
The restructuring effort includes a reallocation of partner hours and a strategic decision to eliminate the distinction between front-of-store and back-of-store roles. This move is intended to increase staff visibility on the shop floor during peak periods, providing a more seamless customer service experience akin to a ‘Selfridges-style’ approach.
Significant investments are being made in technological advancements to support this customer service overhaul. The partnership has allocated £5 million for new digital headsets to enhance communication among staff, as well as enabling mobile payment processing, allowing purchases to be completed directly on the shop floor. This adaption aims to reduce queue times and enhance the shopping experience.
Further investments, totalling £1 million, include the introduction of mobile printers and dedicated call points in fitting rooms and collection areas. These enhancements are designed to ensure that staff can efficiently attend to customer needs and manage shelf-edge labels effectively, thus maintaining a high standard of service.
The strategic restructuring by John Lewis aims to enhance operational efficiency and deliver superior customer service experience.
