Westpac pilots new role in branches

PilotSince October 2006, Westpac has been piloting a new Customer Services Officer (CSO) role in ten Auckland branches and one Dunedin branch. The bank has said that it wants to monitor how the role works to see if it would be beneficial to introduce it across the entire branch network.

Finsec’s approach to this pilot has been to create a voice for staff. Our first step was to run a survey of staff in the branches where the pilot is taking place. This has let us find out what aspects of the pilot have worked, what has not worked, and what would need to happen to make it work better.

The main issues staff raised included having a greater need for training, and for training to take place before the CSO role starts, having the right layout and equipment – enough offices, terminals, and workstations, and having enough staff for the pilot to work properly.

Staff who have been surveyed so far have indicated that on the whole the CSO model could work well, but that there are issues that need to be addressed. Finsec is willing to work constructively with Westpac on this issue, but believes that the bank should first consult with staff in the pilot branches before developing its proposals further.

(Thanks to smithereen11 for the photo)


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