Nearly 100 Wilko staff are at risk of redundancy as it outsources its customer service operations.
Wilko said a third party would now handle all customer service enquiries in relation to both stores and online, via telephone, email, social media and live web chat.
It said it would enable it to better serve shoppers nationwide and formed part of its efforts to become a more omnichannel retailer and improve efficiencies.
As a result, 95 staff are at risk of redundancy after Wilko placed workers at its contact centre in Worksop, Nottinghamshire, in a consultation process.
“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,” said Wilko digital director Ben Exall.
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“Using the expertise and customer service-specific technology of a third-party provider means we can now deliver the experience that our customers rightly demand of us after visiting one of our stores or shopping via our website. This change is an integral and considered part of our overall long-term omnichannel journey, as we work to improve processes and efficiency across all customer touchpoints.
“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.
“For those team members who are impacted with risk of redundancy, we will be entering into a period of consultation and explore opportunities for alternative roles within the business.”
Last week, Wilko secured a £40m two-year revolving credit facility needed to ensure it won’t run out of money if trading worsens significantly this year.
It also appointed Chris Howell as chair and non-executive and announced major shareholder Lisa Wilkinson would step aside as chair but remain on the board as family director.
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