Santander has introduced it’s going to scale back department opening hours because it brings in pre-booked face-to-face appointments within the afternoons.
The banking large has introduced that from 18 July it’s going to make modifications to department opening hours because it appears to be like to extend phone assist for purchasers.
It mentioned the transfer is “in response to long-term traits in buyer behaviour”, specifically diminished department use through the years.
The vast majority of branches might be open from 9:30am to 3pm Monday to Friday (scaled again from 9:30am to 4:30pm).
And between 3pm and 5pm, department workers might be out there for pre-booked face-to-face appointments.
Additional, 316 branches that are at present open from 9:30am to 4pm on Saturday might be open for a half day (until 12:30pm).
Once more, face-to-face appointments may be made at branches every Saturday between 12:30pm and 4pm “the place clients want assist that can not be offered by way of different channels or earlier within the day”.
Santander confirms 76 branches will stay open at their ordinary half day hours on Saturday (9:30am to 12:30pm) and 58 branches will stay closed as they do now.
It added that there might be no department closures as a part of the modifications, and all 450 branches will stay open each weekday. Department workers might be skilled to assist clients on the cellphone alongside their present face-to-face roles.
Richard Owen, head of branches – Santander, mentioned: “These modifications will allow us to take care of our present department community whereas offering vital further capability to assist clients who wish to speak to us by cellphone.
“We’ve seen a seamless discount in department utilization over a number of years, each earlier than and because the peak of the pandemic, with many shoppers preferring to transact digitally or contact us by cellphone. We wish to be sure that we now have the correct mix of channels to assist our clients nevertheless they select to financial institution with us.”
Santander mentioned clients utilizing its branches fell 33% within the two years earlier than the pandemic, and by an additional 50% in 2020 and 12% in 2021. Against this, digital transactions grew round 20% in every of those years.
It mentioned it’s going to write to common department clients from at present to clarify the brand new opening hours and provide assist to clients. This may embody clients who’ve interacted with the department within the final six months, susceptible clients who used the department a number of occasions throughout the second half of 2021, and different department customers who visited three or extra occasions throughout H2 2021.
Santander added it has consulted commerce unions on these proposals. You possibly can see Santander’s present department opening hours right here.