Management rarely bothered listening to front end solutions for improved customer service and technical effectiveness. I was responsible for training teams in Watford and Derby yet I was demoted because my line manager failed to inform HR of my extended leave. The Line Manager left before I returned and I was given a disciplinary and demoted to answering first line calls after having trained top agents all the way to the BT Chairman's office. I estimate they wasted £70,000 worth of investment in building my skills and me being an asset to guide new employees in technical supervision. I pointed out this waste of an asset but got no response from executives. I left out of sheer disbelief they would take someone of my experience, training and mentoring skills and allocate me to a first line role. I personally answered nearly 10,000 customer queries in all my time there and won Employee of the Month due to efficiency and effectiveness in helping customers and training colleagues). I left after being assigned to basic telephone answering duties despite doing training up to executive levels. It was an insult to my value. They shot themselves in the foot and I couldn't bear working with the car crash of inexperienced, insensitive and incompetent management amateurs.