2021 Shift review in Customer Services

Update: 2021 shift review in Customer Services

Accord has received lots of queries from members following LBG's announcement of a shift review in Customer Contact and Customer Operations.

There are lots of good managers who get the scale of this change for members and who are doing a great job supporting them through this process in a caring and empathetic way. But we’re dismayed by some of the unhelpful conversations taking place that members believe are aimed at discouraging appeals.

We’ve had lots of queries from members who want to appeal the shifts on offer as they can’t make them work in their individual circumstances.

Here’s some clarification on the common queries members have raised with us:

• If you can’t do any of the shifts you should move straight to an appeal.
• You’re being asked to preference for a minimum of 2 shifts. If you can only do 1 of the shifts on offer, then you should not preference at all but move straight to an appeal and explain the reasons why a 2^nd shift can’t be done.
• If you can do some but not all of a specific shift, you should not preference at all but move straight to an appeal and explain the reasons why parts of the shift cannot be done.
• If your existing shift is influenced by a medical condition which is supported by an Occupational Health recommendation, this remains a valid recommendation and can be used to support an appeal.
• TMs/STMs have a job to do to collate all appeals but THEY ARE NOT part of the decision making process. If a manager tells you that your appeal will be rejected they’re acting outside of their remit. They’re not part of the appeal panel and should not be saying this to you.
• If you’re appealing, you should submit your reasons to your line manager in your own words. This will support the submission to the panel – your situation is personal to you and your words must be included in your appeal.
• TMs/STMs/Heads of Hub have no authority to agree variations to any shift. That’s the responsibility of the appeals panel working in conjunction with the planning team.
• No colleague will lose their job through this exercise.
• Being told that your partner should approach their employer to agree a new shift so you can preference for a LBG shift is unreasonable.
• Taking on additional childcare costs so you can accept a shift is your choice. But if you can’t then this as a reasonable position to adopt and we will support you.
• If you’re a non-signer or someone who has a legacy Lloyds Bank contract, you are still in scope, so we would recommend that you present any mitigation during the review process and it will also be considered at the appeal stage if required.
• If you’ve already submitted preferences and need to change them based on this guidance, you have the right to do so.

Impacted members who need advice, guidance or support should get in touch with the officer for their workplace.