Why Are We Doing an Attendance Review?

You've told us that there's a lack of consistency and fairness in your shift patterns and break times.
To make things simpler and fairer, everyone will be included in the Attendance Review, e.g., colleagues on a temporary change of hours, maternity, long-term absence and legacy shift patterns.
To provide smaller attendance windows: Less volatility in shift start and finish times, rather than the wide attendance window most Voice Services advisors currently have (o6:00/o8:00-23:00).
To provide better structure: A fixed pattern for a week, e.g., a week of late shifts or a week of early shifts. No more mixed weeks.
Some of you wanted less working days: 4 day shift patterns are available.
To give you minimal variation in shift patterns: Your shifts will be on a predictable rotation, i.e., once the last week in the pattern has been completed, the pattern will go back to the start.
To give you bunched days off and 1 weekend off guaranteed each month (this will be dependant on the shift pattern you choose).

Business Reasons

We've got to change as a business. We need to be able to answer our customer's calls as quickly as we can.
The times of day where we see the highest call volumes has become much more volatile than it was pre-COVID, so we need to cover some resourcing gaps, especially in the 16:00 to 08:00 period.
You've given us feedback that we need to cover late shifts and weekends more fairly.
We've got higher levels of leavers than we'd like, so we recognise that we need to provide more structured shift patterns, to support the work/life balance of Voice Services colleagues.