Capita Reviews

Training does not prepare you for most things you do on the job. Software system used is so dated and takes a very long time to work. This does not help when they are timing and monitoring every single thing you do, including bathroom breaks. They will very publicly call you out in front of everyone if you’ve been in the bathroom too long. Equipment I’ve received is old and dirty, I actually had to clean the laptop after I received it. They listen to your calls every day and you receive disciplinary meetings from managers when they deem you “inadequate”. Commission is based on these grades and is virtually impossible to achieve it as you’re expected to know everything. Customers are allowed to abuse you and you have no time between calls to compose yourself. Managers are only interested in superficial issues and never resolve or help with anything fully. Many supervisors are dismissive, although many are quite nice. No feeling of togetherness, never have a conversation with any colleagues unless it’s a manager scolding you. Expected to upsell things that are not beneficial to the customer and leads to awkward situations and complaints. They have a hold and wait policy of 20 seconds when their systems are so so so slow, expected to make conversation during this time with the customer but many are so rude and I am unhappy so why would I want to do that.

After initial training, you are basically left high and dry. There is zero job support and people are then constantly referred to a knowledge database. It is frowned on to reach out for support to do your work. There are then continual theats of “documented conversations” for anyone that makes an error. The managers simply do not want to know despite what you are told in training. The pay is shocking and less than the living wage in Aldi or Lidl and and promises of extra payments or bonus are either removed or never materialise. Virtually nobody stays beyond 6 months and that should have been a warning sign for me. The morale is poor and even one minute extra on your lunch is noted and bathroom visits are monitored and timed. The management approach is like something from a bygone era and they clearly do not value or trust their staff. In the end people dont care about the company or customers and always move on. Poor leadership. Avoid big time.