John Lewis to Close Gift Wrapping and Bureau de Change Desks
John Lewis has announced plans that put 200 jobs at risk as it intends to close desks providing gift wrapping and foreign exchange services across its stores. The department store chain, which operates 36 locations, has initiated a consultation regarding potential redundancies linked to the proposed closures.
The company plans to shut down bureau de change services in 30 stores and specialist gift wrapping services in 25 stores. While no final decision has been made, the closures are expected to take place this autumn if confirmed.
Customer Service Reputation and Staff Concerns
John Lewis has historically been recognized for its strong customer service on the high street. It recently ranked second in the UK Customer Satisfaction Index, published by the Institute of Customer Service, behind Nationwide Building Society.
However, some staff members have expressed concerns about the proposed changes. One employee told :
“They are removing the area of the shop that John Lewis claims they stand for.”
The same staff member noted that they handle customer queries daily due to the John Lewis call centre's inability to provide adequate assistance. They added that shop floor workers, who would be expected to absorb the additional responsibilities of managing queries and offering gift wrapping at tills, are already “overworked, overwhelmed with responsibilities and short staffed.”
John Lewis Response to Criticism
A spokesperson for John Lewis rejected the criticism, emphasizing that the company’s independently measured customer satisfaction and loyalty scores have improved year on year, along with staff satisfaction levels. The spokesperson stated:
“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.”
Future Service Arrangements and Customer Options
If the plans proceed, John Lewis customers will be able to order foreign currency online, with options for home delivery or in-store collection. The spokesperson added:
“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.
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.
As a result, we’re regretfully consulting with partners who currently deliver these services.
This isn’t a decision we’ve taken lightly, and we will support impacted partners throughout the consultation process and support redeployment where possible.”
Repurposing and Handling of Customer Queries
The areas currently used for customer service desks are expected to be repurposed for other functions. John Lewis noted that the majority of customer queries are already managed by shop floor assistants, who would continue to do so if the proposed closures proceed.
Efficiency Measures and Job Cuts
In March, the John Lewis Partnership, which operates both supermarkets and the department store chain, announced plans to seek further operational efficiencies in the current year. These include increased use of electronic shelf labels and artificial intelligence. The company did not comment on whether additional job cuts might occur.
Last year, the parent group reduced its workforce by 3,300 roles, bringing the total number of employees to 65,700. Approximately 1,500 of these job losses were within John Lewis department stores.
The company has implemented store closures and job reductions as part of cost-cutting measures. In March, for the first time in four years, John Lewis awarded bonuses to its workers following a 6% increase in underlying profits. Each employee, including the chair, received a bonus equivalent to 2% of their salary.
