Wilko says its 'current customer service processes aren’t delivering the aftercare shoppers need'
Nottinghamshire-headquartered retail giant Wilko has confirmed some staff are at risk of redundancy amid plans to outsource its customer service operations to a third party provider.
It a statement, the company said staff who are impacted with risk of redundancy will be entering into a period of consultation and opportunities for alternative roles within the business will be explored. This change forms part of its businesses omnichannel strategy, as Wilko said it plana to use the best technology and processes available to offer aftercare to its customers whilst also improving efficiency. Ben Exall, Digital Director at Wilko, said: "Nothing matters more to us than offering a shopping experience that values our customers’ time and money, and unfortunately our current customer service processes aren’t delivering the aftercare that our shoppers need.
"These changes will obviously have an impact on team members currently employed in the contact centre. All our team members are critical to the Wilko business, and helping the hardworking families who shop with us, so this is not something we have undertaken lightly.
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