Pros
Apart from that you get paid, nothing
Cons
Expect you to be logged in early but don’t pay you for it and overtime is expected, sometimes making you stay in the office even if you’re finished, with no extra benefits.
Interview took 20 minutes full of tick box questions and was hired within two hours, then as soon as you get in you realise it was so easy to be hired because of the high turnover so they’re hiring 20-30 people new each month. Two weeks of training which barely tells you how to handle calls it was all about what the products can do, and includes sitting in a room for hours doing quizzes.
Targets to hit on every call, a minute in between calls to write full notes and then accept another call immediately, calls were constant so the full 8 hour shift you were expected to handle complaints with little downtime. Targets and policies constantly moving and expected to keep yourself up to date on these, then reprimanded if not.
Managers very obviously have favourites, some people get away with a lot and some are under a microscope. 0 benefits apart from legal requirements, no extra pay for overtime, no sick pay, minimum wage across the board. On your days off expect to be called and asked to come in for overtime and guilt tripped if not. Don’t expect any special treatment for disabilities, they ask you to fill in a “disability confident” form and then ignore all your reasonable accommodation requests, a new starter after my group had a physical disability and was forced to quit after being put under so many targets that he felt he was useless there. Do you have other commitments outside of work? Don’t except to be able to make them, as any flexible working requests are also denied. Holiday requests are more often than not denied and you gain holiday hours very slowly, sometimes not being able to use all of your holiday as they deny you and let the usage period run out.
Products are always broken so more than half of your calls will be complaining, and I’ve heard more than one instance of racism from customers that management say didn’t happen and brush under the rug. The products are expensive but nearly always broken, the delivery companies used are unreliable so expect a lot of stolen product complaints, and the training you get doesn’t relate to the calls at all. Sexual harassment claims go unanswered, but don’t be a snowflake and report it as HR is friendly with the managers!
They will ask for surveys on your experience there so far which you are expected to answer as though they are anonymous (they aren’t, your manager can see your responses), and have to answer positively or it will come back on you.
In short, minimum wage where you’re expected to act as if it’s not.
The only decent managers from this location are JP and LM. The others including hiring staff, training staff and operations manager are awful and do not care for your wellbeing. Chloe Thompson in particular would step over your dead body to let a new agent in the door if she could.
