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On this episode of Talking Shop we are joined by Peter Cross, customer service expert and co-author of Start With The Customer. With over 30 years at the crossroads of retail, brand and customer insight, Peter shares the moments that shaped his thinking, the patterns he sees in winning organisations, and the mistakes those that are struggling keep repeating. We also dig into his golden rules of service, building real service culture, employee engagement, and one simple change retailers can make tomorrow to impress customers.

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Boots has confirmed its plans to get rid of 300 jobs in its Nottinghamshire head office, citing the pandemic as a major factor in its decision.

The health and beauty retailer’s head office, based in Beeston, is set to lose 10% of its workforce with various position levels expected to be impacted during the restructuring process.

The company is one of Nottinghamshire’s largest private employers, with its site being the base of operations for various manufacturing, distribution and warehouse roles.

Speaking to Nottinghamshire Live, Boots’ MD Seb James said: “The events of the last year have changed consumer behaviours forever and we must adapt our business to meet these new needs.

“This means investing in our digital business, serving customers more efficiently and, above all, becoming much swifter and more agile.”

He added: “I am acutely aware that this structural change will be difficult for our amazing team in Nottingham and we will do everything we can to make sure that we support and help anybody who is affected.”

Commenting on the move, Daniel Adams, the Union of Shop, Distributive and Allied Workers’ (USDAW) national officer, said: “This is clearly devastating news for those affected and comes on the back of similar announcements over the last two years. 

“We will be doing all we can to support members during this time and we yet again urge the company to engage with Usdaw as the trade union for Boots staff, to ensure that employees’ voices are heard and all avenues are explored during this difficult time.”

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