John Lewis is reshaping its workforce, impacting 153 roles to enhance customer experiences.
- The roles being cut represent about 1% of John Lewis Partnership’s workforce.
- Redundancies are expected to be voluntary, with support for affected employees finding new positions.
- Transitioning to a ‘Selfridges-style’ service, the company is blending front and back-of-store roles.
- Investment in technology, including mobile payment options, aims to streamline operations and meet customer demands.
The John Lewis Partnership is set to reduce its workforce by 153 roles as part of a strategic initiative to bolster customer service. This decision affects approximately 1% of the company’s workforce, often referred to as ‘partners.’ The company aims to handle these reductions primarily through natural attrition and voluntary redundancies, ensuring that employees are supported to find new roles internally.
A significant aspect of this restructuring is the transition to a ‘Selfridges-style’ customer service model. This involves eliminating the traditional distinction between front and back-of-store roles, thereby increasing staff presence on the shop floor during peak times. The objective is to improve the interplay between employees and customers, optimizing the shopping experience.
To facilitate these changes, John Lewis plans to invest heavily in new technology. An allocation of £5 million is earmarked for digital headsets, designed to enhance communication among staff members. In addition, the introduction of mobile payment capabilities is intended to allow transactions directly on the shop floor, minimizing the need for customers to queue at checkout counters.
Further technological enhancements under consideration include dedicated call points in fitting rooms and collection areas. These additions are expected to enable a more prompt response to customer needs. Moreover, mobile printers will be deployed to address issues such as absent shelf-edge labels, with an estimated investment of £1 million.
Each of these measures is aligned with John Lewis’s broader goal to streamline operations and better meet customer demands. The shifts in staffing structure and technology deployment reflect an ambitious overhaul intended to position the company as a leader in customer service within the retail sector.
John Lewis is undertaking significant restructuring to advance its customer service capabilities and operational efficiency.
