Pros
Great staff, friendly and caring colleagues/peers who make your day worth getting through Good office hours, good holiday package and get all weekends and bank holidays off Brand new office, new computers, now pensions branded stationary etc.
Cons
The systems are rubbish, leading to utter confusion, anger and frustration from clients. Lack of proper training and processes, back log within other departments, poor management and pass the buck culture means issues are never truly resolved and only a matter of time before the same client is back complaining about the same issue and multiple other problems created by trying to fix the first issue as everything is done on a trial and error basis with no real idea what the ultimate consequence will be from clicking a button or 'testing' a fix. No real direction or strategy to tackle/resolve known historical issues Very reactive environment, people talk about change and wanting the best for clients but when it comes down to it there are no proactive steps being taken from the constant client and agent feedback provided to make any improvements.