Pros
Some support members are exceptionally knowledgeable, which are eclipsed by bad management, unorganised business, and lack of respect for employees.
Cons
Some support members are exceptionally knowledgeable, which are eclipsed by bad management, unorganised business, and lack of respect for employees. Overall Company demeaner: - Lies - False Promises - Favouritism for family members - Broken Systems - Holding customer ransom over 1* trustpilot and refusing to refund - Lack of training and progression unless you bow down to the directors, and manager who are all related. - Two sides of the business (Family) -> (The rest) - Employee feedback and criticism is welcomed with dismissals, disciplinaries and deaf ears. - Lack of communication from senior management, the manager (who is the CEO’s son) is never available to step up when messaged and will only ever contact you to moan. - When busy, you are expected to work extra, unpaid. -The senior management all lurk in the shadows, as if it is a cult. The senior team all work together, with no clear communication to any other team members. - Ghost promotions for individuals, who do not deserve the roles. -Unable to raise any concerns to senior team, as you will be ridiculed in private chats. - Extreme pay gap between everyone working the same roles - Senior team have shared private chats, where they bully, belittle and discuss employees in a none-professional manner. - When interviewed, you will be promised the world, however this is not true. - Underpaid - Lack of utilisation of skills learned from university - Expected to work none-technical roles: Sales, Livechats - No real senior support team to assist with issues, instead, you have unrealistic KPI’s whilst training new support members, who have no training from senior team members. - You will not learn anything which further helps you in your career – only promotions occur for those who are in the senior group, if you voice opinions, you will simply be forgotten about. - The platform is bespoke & broke, the system has never worked, delaying ticket closure times, due to waiting for systems to load which in turn, work against your KPIs. It appears that development, and marketing both are valued much more than support, who are the forefront of the business, attempting to maintain a good quality service to customers whilst riddled with broken systems, bad management, no respect and completely unsociable shift times.