Advance Union recently met with senior business leaders from the Fraud and Complaints teams, alongside representatives from CWU, to discuss the issues that matter most to our members and the future direction of these important areas of the business. The meeting provided a valuable opportunity for open and constructive conversations on colleague experience, wellbeing, performance, and upcoming change.

During the discussions, Advance Union raised a number of topics that members have been talking to us about, including workload pressures, performance frameworks, the use of operational data, wellbeing support, offshoring concerns, and the growing use of AI within the workplace. We also discussed the importance of ensuring colleagues continue to have rewarding and fulfilling roles, supported by the right training, development, and opportunities to succeed.

Business leaders shared updates on performance, customer service improvements, and ongoing transformation activity across Fraud and Complaints, including enhancements to customer journeys, fraud prevention measures, and digital services.

A strong message from the business was the value placed on colleagues across these teams. Leaders recognised that our members are often there at some of the most important moments in a customer’s relationship with the bank, whether helping someone who has fallen victim to fraud, supporting vulnerable customers, or resolving complex complaints. They acknowledged the professionalism, expertise, and care shown by colleagues and stressed that the human support our members provide remains critical to delivering positive customer outcomes.

Other matters discussed included colleague absence and attrition trends, technology developments, customer service improvements, operational change programmes, and how the business can continue to support colleagues through future change.

“Our members working in Fraud and Complaints make a real difference every single day. They often support customers during difficult and stressful situations, and the business must recognise the skill and dedication this requires. We welcomed the opportunity to have open discussions with senior leaders and will continue to ensure members’ voices are heard as these areas continue to evolve.”

Jim Leonard, General Secretary, Advance Union

Whilst no doubt that both areas are not immune from the introduction of AI and decreasing volumes due to preventative actions and the impact on demand,  its importance as an area that remains critical to the banks success cannot be understated. The meeting was held in a positive and collaborative spirit. Advance Union will continue to represent members’ interests, challenge where necessary, and work constructively with the business to help create a workplace where colleagues feel valued, supported, and able to deliver their best for customers.