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News » Foundever extends customer service deal with UK retailer John Lewis

Foundever extends customer service deal with UK retailer John Lewis

COVENTRY, ENGLAND — Customer service company Foundever has extended its 17-year pact with retailer John Lewis Partnership with a five-year deal.

Foundever will continue its omnichannel services to John Lewis Partnership which covers voice, email, digital channels, and back-office operations. 

“Foundever looks forward to the next chapter of its evolving partnership with John Lewis as both [organizations] continue in their commitment to deliver exceptional customer experiences and care,” Foundever said in a statement.

John Lewis Partnership, owned in trust by its employees, operates 45 John Lewis department stores and 342 Waitrose supermarkets across the United Kingdom. It also runs an online and catalog business, johnlewis.com, a production unit, and a farm.

In January, the retailer said it is considering slashing 11,000 from its 76,000 headcount in the next five years amid rising pay and poor sales, according to The Guardian

The company offers the “partnership redundancy pay” package in addition to the statutory redundancy pay mandated by the government. 

“Against all of our competing priorities for investment, it’s fair to say that the high cost of redundancy pay has been one of the things that’s prevented us from moving as quickly as we’ve wanted to transform ourselves for the future, and has restricted our ability to invest more in pay,” the firm said in an internal memo, acquired by The Telegraph

Over the past few years, the firm has laid off thousands of workers through store closures, including 16 department stores and several supermarkets.

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