John Lewis Partnership announces a strategic restructuring affecting 153 roles.
- This restructure aims to enhance customer service by incorporating innovative technologies.
- A ‘Selfridges-style’ approach will improve staff interactions on busy shop floors.
- The transition includes voluntary redundancies with support for affected partners.
- Investment focuses on simplifying processes to meet modern customer demands.
The John Lewis Partnership is undertaking a strategic restructuring initiative that will see 153 roles affected, accounting for approximately 1% of its workforce, or ‘partners’. This decision is aimed at improving the quality of customer service across its retail stores. The roles will be reduced through natural attrition and voluntary redundancies, with comprehensive support offered to those affected in securing alternative roles within the organisation.
In an effort to enhance the shopping experience, John Lewis plans to eliminate the traditional distinction between front-of-store and back-of-store positions. Instead, it will increase staff availability on the shop floor during peak hours to better meet customer needs. This move is inspired by a ‘Selfridges-style’ service, which prioritises heightened staff presence to improve direct customer interactions.
Introducing new technology forms a central part of this restructuring. The partnership is set to invest £5 million in digital headsets to facilitate smoother communication among staff members, thereby augmenting customer service capabilities. Additionally, equipping staff with mobile payment options will enable seamless transactions to occur directly on the shop floor, bypassing the need for customers to queue at tills.
To provide timely responses to customer inquiries, dedicated call points will be placed in fitting rooms and collection areas. This innovative approach aims to ensure that staff can address urgent needs promptly. Moreover, the plan includes the deployment of mobile printers to rectify shelf-edge label discrepancies, with an estimated expenditure of £1 million.
The overall goal of these changes is not only to streamline operations but also to align customer service strategies with evolving consumer expectations. By leveraging technology and realigning roles within its stores, John Lewis aspires to offer a superior shopping experience that meets modern demands.
The John Lewis Partnership’s restructuring endeavours imply a significant shift towards an enhanced, technology-driven customer service model.
