Waitrose has restructured its head office team as it makes changes to improve service standards and availability levels across its stores.
The upmarket grocer is understood to have renamed its Bracknell head office internally as ‘Retail Support Centre’, which includes a retail service and standards team that will work with its store teams nationwide, The Grocer reported. It is unclear if any redundancies were made in the restructure.
The new division is responsible for setting standards across its stores, such as the way staff interact with customers in store, as well as consistency of displays and feel of stores across the UK.
The new team has been described by a source as more of a “consolidation of existing functions”, into a team with a specific focus on the presentation and standards of customer service within stores.
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The recent changes form part of Waitrose’s new strategy to double down on its customer service and upgrade its stores.
Executive director James Bailey revealed in March the business was investing £1bn into modernising and upgrading its store estate by 2027.
“There are all sorts of changes involved: making the shops brighter and lighter, more engaging for customers, revamping and doubling down on our counter and our service proposition,” he said.
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