John Lewis has placed 200 positions at risk as it prepares to shut down desks providing gift wrapping and currency exchange facilities. The department store, which operates 36 branches, announced it had begun consulting on potential redundancies as it looks to close bureau de change services in 30 outlets and gift wrapping desks in 25 locations. A final verdict on the closures has yet to be reached, but should they go ahead, they will be implemented in autumn.
Staff concerns over increased workload
The retailer is renowned for its exceptional customer service on the high street. "They are removing the area of the shop that John Lewis claims they stand for," a staff member told the Guardian. The staff member explained that shop floor workers who will take on the additional work of handling queries and offering gift wrapping at tills are "already overworked, overwhelmed with responsibilities and short staffed".
Company defends customer satisfaction record
A spokesperson for the company stated that its independently measured customer satisfaction and loyalty scores had all improved year on year, alongside improvements in staff satisfaction levels. "You will see from today's UK Customer Service Institute scores - that John Lewis score moved from third to second overall - and we remain the top retailer in the UK." This week, John Lewis secured second place behind the building society Nationwide in the UK Customer Satisfaction Index, published by the Institute of Customer Service.
Shift to online services
Should the proposed cuts go ahead, shoppers will still be able to order foreign currency online, with the option of home delivery or in-store collection. "Our customers are increasingly buying the broad range of currencies we offer online, and enjoying the convenience of having this delivered directly to their home or collecting it at one of our shops," a spokesperson confirmed. "As we focus on modernising this proposition to meet our customers' changing needs, we're proposing to close our in-store foreign exchange bureaux as well as our gift wrapping service."
Support for affected staff and repurposing of space
The retail giant has pledged to support affected staff throughout the consultation process, with redeployment opportunities explored wherever feasible. Customer service desk areas would be repurposed, with John Lewis noting that the majority of enquiries are already dealt with by shop floor staff, who would continue in that role if the closures are approved. Back in March, the John Lewis Partnership announced its intention to keep seeking greater operational efficiencies throughout the year. The move follows a turbulent period for the group, which axed 3,300 jobs last year, around 1,500 of which came from John Lewis department stores alone.
