Advance Union representatives attended the latest AVC (Assisted Voice Channels) Joint Meeting with senior management on 19 June 2026. The meeting provided an opportunity to discuss business performance, customer service priorities, colleague well-being, technology developments and the ongoing impact of organisational change. Advance was represented by General Secretary Jim Leonard, Deputy General Secretary Keith Hoyland, Assistant Secretary Steve White, and NEC Representative Orla Kelly.

Customer Satisfaction Still Driving Performance

Management reported that customer satisfaction remains a key priority across Assisted Voice Channels, with Net Promoter Score (NPS) continuing to be a major measure of success. The bank’s ambition is to achieve a score of 71%, placing Santander among the top performers in the sector. Management confirmed that colleagues are not being measured against individual NPS targets, with the focus remaining on delivering good customer outcomes and quality service.

During the discussion, Advance questioned how the shift towards customer satisfaction over process metrics is being communicated and embedded within teams. Management advised that coaching, colleague feedback and improvements in technology are all being used to support colleagues as expectations evolve.

Recognition for Colleagues Supporting Complex Customer Needs

Management highlighted the increasing complexity of customer contacts and acknowledged the vital role colleagues play in supporting vulnerable customers. There was recognition of the expertise and dedication shown by front-line staff dealing with some of the most challenging customer situations across the bank.

The meeting also discussed ongoing digital transformation programmes and the role of Concentrix in supporting customer demand. Management stated that millions of customer transactions have successfully migrated to digital channels, helping to reshape customer interactions while maintaining service standards.

Advance Raises TSB Concerns

One of the most significant discussions centred on the forthcoming TSB integration.

Advance highlighted the concerns being raised by members regarding uncertainty about the future, job security and what many see as a lack of detailed communication around the programme. CWU representatives reported hearing similar concerns from colleagues.

Management acknowledged these concerns and committed to providing updates as plans develop. They stressed that supporting customers effectively during the transition period will be a key business focus. Advance made it clear that clear, timely and meaningful communication will be essential in reducing uncertainty and maintaining colleague confidence.

Workplace Technology and Office Facilities

Advance raised member concerns regarding office Wi-Fi performance and the impact connectivity issues can have on colleagues carrying out their roles. Management advised that infrastructure upgrades have been completed and that improvements are already being seen across the network.

The meeting also covered the growing use of technology, including Microsoft Copilot and other digital tools designed to support colleagues and customers. Management confirmed that colleagues will be given time for mandatory and voluntary training to help them make effective use of these new tools.

Supporting Colleagues Returning from Ill-Health

The unions challenged management on current sickness absence levels and the support available to colleagues returning from long-term sickness absence.

It was highlighted that many members value phased returns to work as an effective way of rebuilding confidence and gradually returning to normal duties. Management confirmed that phased return arrangements continue to be supported where appropriate and encouraged unions to raise any individual concerns where support may not be being applied consistently.

Development Opportunities

Management reported that the Select area of the business continues to grow and that opportunities for career development and progression are expected to form part of future plans. Advance welcomed the commitment to developing colleagues and will continue to seek further information on what opportunities may become available to members.

Advance Union Perspective

The AVC Joint Meeting provided an important forum for raising members’ concerns directly with senior management. While the business remains focused on improving customer outcomes, digital transformation and preparing for the TSB integration, Advance continues to ensure that the impact on colleagues remains front and centre.

We will continue to:

• Press for greater clarity and communication around the TSB integration.
• Challenge issues affecting workload, resources and technology.
• Support members experiencing sickness absence or wellbeing concerns.
• Promote fair access to development and progression opportunities.
• Represent members’ views at every opportunity.

As always, if you have questions regarding any of the issues discussed or would like support on a workplace matter, please contact your local Advance representative