So big yet sooooooo small - 2nd Line Support Analyst Autocab Employee Review

Thanks for taking the time to review the company. I'm sorry to read your experience has been so negative. We want everyone's journey at Autocab to be fulfilling, and it would appear we haven't succeeded in your case. As a business we do welcome any and all feedback and use it to help shape policy and procedure moving forwards. Whilst we feel the experience you've outlined is not shared by other staff, we are inviting customer-facing teams a chance to feedback to the company (in addition to the annual Pulse survey, suggestions box and various other forums) to allow others in the business to share their feelings and opinions as well. Pros
 We’re pleased to hear that you appreciate the efforts we've made to provide a range of workplace benefits and that you've found camaraderie among colleagues. We understand that it’s the people who make the culture, and we're fortunate to have dedicated team members. Cons
 Your feedback on leadership and management is heard loud and clear. It's concerning to learn that your impression of management is negative. We strive to create a workplace where everyone is heard and valued. It's regrettable that you haven't felt this way. Like any business we have targets we set out to achieve which then get translated into team and individual KPIs. We’re the UK market leader and have every intention of remaining so. We recognise the need for better communication and collaboration, both vertically and horizontally within the organisation and this is something we strive to deliver through performance reviews, monthly stand-ups, our People Team, the formation of the Senior Management Team and an open and transparent policy towards our company goals and how we're tracking as a business against those goals. Regarding the new office space and flexible working conditions, we're evaluating how best to use our resources for the benefit of our team and will continue to adapt as we move forward. Currently we ask staff to be on-site 50% of the time. Our office space is an important part of our brand identity and a huge draw for both customers and staff. Pay Banding/Structure
We acknowledge your comments on the pay structure and will review it. It's important to us that everyone feels fairly compensated for their role and their experience. We conducted an exercise with 3rd party assistance a few years back to ensure we had salary parity across the business regardless of role, manager or department. I can categorically confirm that there isn't the disparity you allege in your comments. Inappropriate Behaviour We have a zero-tolerance policy for harassment of any kind. If these incidents are occurring and not being dealt with, it's critical that we look into this immediately. No one should feel unsafe or undervalued at work. Advice to Management
 Your advice is being taken seriously. We aim to make constant improvements to the work environment and are committed to examining our policies and procedures critically. The ultimate success of our company relies on the well-being and contributions of our team members. Your comments have been discussed in depth by the exec team and were aired at last week's stand up with the entire staff in attendance – they have yet to be echoed by other staff members. We are committed to evolving and creating a better, transparent, workplace culture. Once again, thank you for your time and for bringing these concerns to our attention. We're committed to bettering our work environment for all involved.