LBG's Paul Speight & Sean Quinn
Delegates gave a warm welcome to LBG’s Paul Speight and Sean Quinn.
Representing LBG’s Community Bank leadership Team, Paul thanked Accord for its ongoing support, collaboration and, most importantly, rigorous, and robust challenges over the last couple of years which he described as, “probably the most turbulent the business has ever experienced.” The union had been instrumental and fundamental in keeping LBG’s customers and colleagues safe during the pandemic.
His key message was that customer needs were changing rapidly, and the business needed to be as agile, adaptive, reactive, and responsive as possible to transition from offering financial services to enabling financial betterment - proactively anticipating the changing needs, expectations, and behaviour of customers.
For colleagues, he said, that meant that the things they do for customers daily would continue to change and this will require us to support upskilling, building new capabilities and adopting ways of working.
He was proud that the Retail teams had worked together to enable the movement of hundreds of branch network colleagues into customer financial assistance to better support customers during the perilous time of the pandemic and that a significant proportion of those colleagues who had moved across at Grade B had since been promoted to Grade C with a brilliant career path to look forward to.
Colleagues, he said, fundamentally sat at the heart of the business - “It’s their empathy, skill and understanding of customers that will get them through the current crisis”. The business is focussed on embedding a culture of learning and skills development to enable colleagues to best support customers both with their current and future needs.
Sean Quinn spoke about the tumultuous environment created by the pandemic which had seen a massive shift in demand for the customer services business.
The doubling in size of the fraud team reflected what was happening in society. And the speed at which the business had reacted had been a challenge for colleagues. He had nothing but praise for the way they had responded, …”it is truly incredible to see – and I genuinely mean that”.
Looking forwards, Sean saw the human touch as key to success, which would involve re-skilling people to work alongside technology. Making sure colleagues were properly supported would be so important in, “maximising resource to be able to spend time with those customers that truly do need us.”
Paul and Sean stayed on to take questions which delegates really appreciated. You can read the questions below.