MULTI-CHANNEL BRANCH PILOT TO BE EXTENDED
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COLLEAGUES IN 18 BRANCHES HAVE ALREADY PILOTED TAKING TELEPHONY CALLS FOR 1-2 DAYS A WEEK, PILOT TO BE SCALED UP TO A TOTAL OF 260 BRANCHES
Unite have consistently asked the bank to stop their closure of high street branches and come up with better, more creative solutions to he bank’s stated trend of customers moving to more digital channels and reduced footfall in branches.
One solution that Unite has proposed is for LBG to adopt a 4-day week, where colleagues work fewer hours without a loss of pay. Senior leadership are yet to be convinced of the benefits of this, though, something which Unite will continue to push for.
The bank’s creative solution has been to propose that colleagues in branches spend some of their time taking telephone calls from customers, using their customer service skills and product knowledge in a different way.
Some colleagues in Nottingham, North Wales, London and Scotland have already started doing this, and the bank are keen to see how a wider-spread trial works over the coming months.
This means that A grade CSAs in 260 branches who are able to work from home will be invited to start training on the telephony role, with a view to doing this role 1-2 days per week. Colleagues not in scope or who can’t do the role will be asked to work from another branch in their pool whilst their home branch closes for that period of time.
Details of the Change
Colleagues are not mandated to change the way they work, but if you have any queries or concerns about the telephony aspect of the role, please get in touch with us and one of the experienced Unite reps who work in Personal Banking will be able to speak to you.
Colleagues are not going to change their shift pattern as part of the pilot, although this conversation may take place if the pilot gets fully implemented. Unite will be consulted ahead of any implementation and will ensure that colleagues’ circumstances are at the heart of any conversation.
Colleagues who are able to make the change will receive an ARA (additional responsibility allowance) £1,500 p/a to reflect the variety in work that they do. This amount will not be pro-rated for part time colleagues as all colleagues included will be expected to do a minimum amount of telephony work per month.
Colleagues who feel they are competent will also be able to pledge for overtime when available in Personal Banking if they wish to.
If anyone has any concerns about the changes or how it impacts you, get in touch with Unite using:
✆ 0808 144 9595
🌐︎ www.uniteinlbg.org/contact @ UniteinLBG
Change looks like it’s going to be inevitable this year for most Community bank colleagues. Change, when managed properly, should be a good thing for colleagues, customers and the bank.
Unite are keen to hear your feedback on how this change is going, or any other concerns or feedback you may have about the network. Let us know how you’re getting on by filling in the form on the following link.
Have your say on what protections should be put in place when technological changes mean that roles no longer exist – complete our survey today! https://www.uniteinlbg.org/techsurvey
Unite are also keen to increase our representative structure within Community Bank – to discuss becoming a workplace representative email LBG.Support@unitetheunion.org