Pros
Affordable food, free parking, made great friends
Cons
As many of the reviews on here, I can agree this is the worst place you could ever work, what’s worse is nothing seems to change despite the horrendous reviews and extremely high turn over. Training is relentless and trainers are harsh/ bully certain people who don’t fit the face. I started off on the flexi team, which is absolutely relentless, you take 150-200 calls a day with little to no gaps between calls, it was extremely hard to build any relationships as team members are not allowed to talk to each other because you’re being monitored to the second about your availability times. It got so bad you were asked to watch your toilet breaks, which is a basic human right! However it’s fine for Team managers to gallivant off for the afternoon with the CEO to discuss the future business whilst the “PAs” were on the phones. You are not trained and should not be expected to take some of the sensitive calls which we take for legal firms, hospitals, vets where distressed callers need some advice/ help and we have to lie to them and pretend we work for the business. You also take incoming calls for people in jail (how unfair they get one call and they get through to an answering service who pass on a message) and the client cannot call them back, it’s immoral and so cruel. I moved to a bespoke customer team, which honestly was an improvement from the the standard moneypenny calls- only in the sense the call volumes dropped and there was WhatsApp and live chat to give you a break from calls. However, although this was an improvement, the abuse from callers rose and my anxiety and mental health depreciated during this time. The verbal abuse you would get from callers was out of this world, I am thick skinned but I was dread answering the phone because most of the time you are taking the abuse for the clients mistakes! I understood why the callers were angry but taking the abuse from an issue you haven’t caused is demoralising and heart wrenching to your confidence. The managers did not support you at all and in the role a clear theme of favouritism arose. The same people getting special treatment was the tipping point for me. Total lack of awareness and appriciation for the people on the phones constantly. The job itself was horrendous, but getting time off was worse! You literally could never get the time off you wanted EVER. I told the company about a pre booked holiday when I started, I was told there was not avaibikty to have it off so I had to have it unpaid!!! In what other cooperate company is that okay? I was in shock. After months of battling with the people planning team and expressing my frustration, I still took one week off unpaid- this is when enough was enough. Moreover, I’d like to point out that a friend of mine also worked here in another bespoke customer team, they had a traumatic experience taking calls for a dispute resolution company and are still suffering the repercussions! We are not trained to take such calls and this lack of care for employees from the higher ups just wanting the rake in the money is the epitome of the morals of this company. If you’re considering working here, please please please do not do it to yourself. It is the most horrific , traumatising and unfair place to work. You’d be better off working in a factory than this glorified / glamourised call center. Do not DO IT!!!!!!!
