Pros
Team members were friendly and willing to help when possible. Office space was clean and modern.
Cons
Multiple red flags from the beginning. The role was advertised as hybrid with two days WFH, but upon the job being offered, I was told the company was “rolling back” WFH. However, existing staff continued to work hybrid while new hires were denied the same benefit. During the interview, I was told there were no KPIs and that most team members typically handled 20 calls and 30 emails a day. Yet within a couple of weeks, I received a formal position description outlining strict KPIs such as actioning 60 emails per day, minimizing non-work-related conversation (which was regularly reiterated), and a no-mobile-phone policy during work hours. The level of control was extreme you’d expect restrictions like this in a communist regime not a modern Australian workplace. There was a significant lack of transparency around overtime. Staff were expected to action emails that arrived into the shared inbox up until 30 minutes before the end of their scheduled shift. If the team was short staffed or there was a high volume of emails, staying back to clear the backlog was essentially mandatory. For example, if your shift ended at 6:00pm and there were still a high volume of unactioned emails that had come in before 5:30pm, you were expected to stay back and process them regardless of your scheduled hours. Pay and break entitlements were also a concern. The roster required 8.5 hours a day (with a 45-minute unpaid lunch), which meant I worked 7.75 hours per day. However, I was only paid for 7.6 hours daily, and no paid rest break was built into the schedule. When I enquired about a short coffee break, I was told it had to be taken during lunch. Upon resignation, I raised these concerns with HR and was initially told my payslips were correct. Only after mentioning the Fair Work Ombudsman was I taken seriously and backpaid for the unpaid time I had worked.