Changes in Personal Banking
- Unite InLBG
- Apr 8
- 2 min read
Changes in Personal Banking
Personal Banking leadership have today announced changes to the operational hours in Moments of Truth (MOT) and Conversational Banking resulting in shift changes, along with the trial of weekend working for Domestic and Financial Abuse colleagues. Alongside this management will be and flexibility conversations around existing term time working arrangements.
A summary of the changes to operational hours are listed below: -
Moments of Truth - realigning team structures and shifts to the new opening hours of 8 am - 6 pm Monday to Sunday for Bereavement and Power of Attorney. There will also be a test and learn in Domestic and Financial Abuse where they will now be open on weekends. In addition to these changes, Everyday Banking colleagues will now be supporting customers impacted by economic abuse and the DAFA Triage Team will support across MOT. The new operating structure will go live on 14th July 2025.
Conversational Banking - realigning activities of the onshore team to ensure 24/7 support to customers. This means the team will support customers for both messaging and social media from 8 am till 8 pm. The offshore team will now be supporting from 8 pm till 8am. The new operating structure will go live on 6th Oct 2025.
New shifts will be confirmed to colleagues on 19th May 2025.
(Please review to local support guides and FAQ documents regarding the specific changes and what it means for you)
Term time arrangements
During this period management will also be having conversations with colleagues who have existing term time arrangements which have not been reviewed for some time.
Unite view
Unite recognises that the business needs to be there for customers and we appreciate that this may require the realignment of opening hours/shifts to make this possible. That said, this needs to be done fairly, taking into account colleagues' personal circumstances, with a view of reaching a mutually acceptable outcome. We know that there will be a number of colleagues on fixed shifts, who will find this change problematic and may struggle to align to the new shift patterns being proposed. We urge all colleagues struggling to align to the new patterns to outline the reasons why to their line managers during their 1-2-1s and to contact Unite the union so we can provide additional support, contact information below.
An escalation panel process is in place to support colleagues with any extenuating circumstances preventing them from working within one of the shift options.
Unite also want to make it clear that colleagues working term time have the right to 'say no' if asked to come off these working arrangements and we have been assured by leadership that these conversations are only to discuss the principles of term time working, but it will be at the discretion of the colleague if they wish to give up their term time working. Again, if you need any help or support then please contact the Unite rep team.
Contact the Unite in LBG rep team - LBG.Support@unitetheunion.org
Not a member? Join Unite the union today - www.uniteinlbg.org/join
In solidarity
Your Unite in LBG team
