Pros
I used to have so many, and there weren't manu cons at all, but this has changed drastically since March. Hybrid working is probably the only pro now. Oh and they bring croissants and other brekky items in twice per week. If you become stuck on a call, there is pretty good knowledge from the supervisors who will help you within a minute or 2 generally which helps with call flow. Social events are great, but make sure you avoid certain people (you'll know who they are).
Cons
Where to begin: suddenly changed the days/hours that the core hours team work from Mon-Fri starting at latest 9.30 and finishing latest 6pm to shortly working any day of the week and potentially working until 9pm to match the out of hours team (which they signed up for). Payrise was non-existent for employees who started from the beginning, but now they decided to increase our pay to £21100 (a massive £300 increase for 3 years of service with no prior payrise) and this was put across like we'd just won the lottery. Some people are genuinely great, but then it goes to the other extreme and you'd think you are dealing with Loki who seems like your mate, but then could betray you at any second. My main advice is to make sure you don't try to have a laugh with about half the people working here because they'll manage to make it about themselves and become offended by it. Honestly never worked in an environment full of so many snowflakes and self-centred people. It's really obvious who these people are and you'll know pretty quickly who to avoid. You could put a gif about the joker and somebody will think it's directed at them and somehow take it as an insult. They've managed to take my personality away completely, so I just don't bother in the group chats anymore. If you're looking for simply a working atmosphere with no fun (until the social events) then this is the place for you. The management team in the U.S have recently managed to make a lot of changes to the U.K side of the company. Just because it works in one country doesn't mean it will work in another.