9 September 2007
Survey: BNZ staff cuts pose a threat to customer service
A survey conducted by bank workers' union, Finsec suggests that BNZ's efforts to cut costs by lowering staff numbers is resulting in many staff missing out on lunch and tea breaks, or working overtime, often unpaid, to get the work done in order to deliver for their customers.
The nationwide survey of 359 BNZ staff conducted last month asked staff to quantify and describe how staffing had changed in their worksite. It also asked the amount of paid and unpaid overtime they did for the bank.
Finsec Campaigns Director, Andrew Campbell, says BNZ staff numbers fell by 212 FTE staff, or 4%, in the last financial year.
"The real losers from this chronic understaffing are customers, who are facing overworked and over pressured staff," said Campbell.
"BNZ can lower its 25% staff turnover rate and retain its experienced staff by restoring its staff levels. Staffing levels must increase now," said Campbell.
Survey results included:
- 44% of staff said that staff levels at their worksite had decreased over the past year.
- 33% said that staff levels at their worksite had decreased by 2 or more people.
- 25% of BNZ staff said they worked unpaid overtime every one or two weeks.
- 17% said that they were unable to take their morning tea, afternoon tea or lunch breaks most days of the week. A further 17% said they were unable to take these breaks an average of once every 1 or 2 weeks.
Some of the comments from survey respondents were:
"For 12 months we had no casual staff, so part time workers had to work full time."
"Their problem is they can't get staff to stay, always changing/leaving."
"We are continually training new staff and never have enough cover for sickness or leave."
ENDS
