Typical Call Centre -The Accurate Version - 111 Call Handler NHS 24 Employee Review

Being managed by Team Managers who have no formal qualifications and no people skills....There are 2 decent managers however the rest got the job because they befriended CSMs. Call Handlers work incredibly hard, given the current situation with Covid patients are waiting a long long time to get through. Call Handlers answer call after call the entire shift. They are allowed a 5 minute walk away each hour have a 30 min lunch break and 15 mins during a 9/10 shift. Call can be distressing. Team Managers do not take calls, they sit and monitor every move a call Handler makes. If you are wrapping a call for too long, you get pulled up, if you are a minute late back from your walk away you get pulled up. If Team Managers cared about call queues they would be on the phones helping out when there are 400 people waiting to get through. What is ruining the service is Team Managers being given jobs with horrendous sickness records, zero people skills and no clue how to manage anything. Team Managers also find it acceptable to share confidential information with Call Handlers and private sensitive information with Call Handlers. The previous review stated current team manager....let’s hope not for long because you sum up everything that is wrong with NHS 24