Leaked Lloyds Bank documents have raised major questions on the future of its branch network.
Lloyds is set to offer cashiers and other lower-paid branch staff the opportunity to work from home as customer service representatives.
The end of the road?: Lloyds is set to offer cashiers and other lower-paid branch staff the opportunity to work from home as customer service representatives
Briefing staff on the changes, Lloyds managing director Jo Harris, who is responsible for 890 branches, said: ‘We’re looking for a large number of branch colleagues to move into telephony roles and customer services on a permanent basis from the beginning of February.’
An audio obtained by The Mail on Sunday reveals Harris told staff in an internal meeting ‘there is still a vital place’ for branches, but added: ‘We will need fewer people in the future in our branches, given the reduced number of customers using them.
‘The pandemic has accelerated things. Transactions are down significantly nationally, even outside of lockdown.’
The group will also look to move staff between its brands, which include Lloyds, Halifax, and Bank of Scotland. It employs a total of 65,000 people.
An analyst estimated there are more than 10,000 branch cashiers and consultants.
Mark Brown, general secretary of the union BTU, said: ‘The shift in staff from branches to customer services signals Lloyds is readying to close potentially hundreds of branches.’
Lloyds said: ‘We are committed to maintaining the largest network of branches in the UK. There are no role reductions or branch closures as part of this initiative.’
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