Leadership feels out of touch with both the everyday work and the bigger picture. Decisions from the top don’t seem to consider how they affect customers or staff. We’re pushed to meet high targets, but there’s not much focus on keeping service quality up or giving clear guidance on how to do better.
Teams don’t really talk to each other, so it’s often unclear who to go to when something goes wrong. The lack of teamwork and organisation ends up causing mistakes and unhappy customers, which makes our jobs even harder.
The work culture feels fake and forced. A lot of people get let go, which makes everyone nervous about speaking up because they worry it will cost them their job.