In response to a question from a member of staff on whether LBAs could trial the LBB role, TSB has said: “Following the successful completion of their training programme we’ll give Partners a four-week trial period to allow Partners to test whether the role is for them. If during this trail period the Partner and manager agree that the LBB role isn’t suitable for the Partner (or the business) they would still have the opportunity to seek support in finding an alternative role and/or request voluntary redundancy”. Carol Anderson, Director, Branch Banking said the same thing in meetings last week.

We have highlighted the key words because they are important. If your line manager feels that you are not going to succeed in the LBB role, and success in this context means selling to customers, then they will make that crystal clear during the trial period, and will try and persuade you to take voluntary redundancy instead. However, both parties must agree that the new role is not suitable and some members are already being told that if they are not committed to selling, they could be performance managed out of the business. Notwithstanding what a small number of line managers are saying, we will always be there to protect members against unreasonable management expectations. We would expect that the vast majority of line managers will deal with staff fairly. But what’s clear is that the senior management in TSB only want staff who are comfortable being EPIC (Empathetic, Proactive, Inquisitive and Challenging) in the new world.

It’s important that members don’t rush into a decision, which they will regret later. If you need a job after you leave TSB, and many members do, then say “No” to the LBB role and “No” to voluntary redundancy. That will then give time – at least until the middle of next year – for the labour market to pick up and there will be more opportunities next year than there will be over the next few months. If members choose voluntary redundancy then they should expect to be leaving TSB over the next few months. That will suit some members but not everyone.

It’s interesting that at a time when TSB’s overall service quality was rated 16th out of 19 of the largest personal current account providers, Debbie Crosbie feels now is the time to get rid of key branch staff and trial the closing of branch counters at 2pm. In an independent survey, 1,000 TSB customers were asked if they would recommend the bank to their friends and family. Only 51% of customer said they would. The figures for Metro and Nationwide, who have invested heavily in branches and branch staff, were 81% and 71% respectively. More worrying for TSB, is its online and mobile banking service. TSB came 18th out of 19, with only 65% of customers saying they would recommend the service to friends and family. The figures for Metro and Nationwide were 85% and 81% respectively Only the Tesco Bank was lower.

Members with any questions, comments or issues they would like us to deal with should contact the Union’s Advice Team on 01234 716029 (choose Option 1).

Are You Being EPIC?

We will be dealing with EPIC behaviours in future Newsletters but would like to hear from members now about how it’s being used in their branch. We appreciate that they have just been introduced but which customers are being offered the smaller loans? What type of customers are the centrally generated opportunities identifying for smaller loans? Is it certain customer accounts that are being targeted for example? Do customers understand what they are being charged? Members can email us with their experiences so far at

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