Customer Care - Customer Care Advisor Arcadia Group Limited Employee Review

All you get in the calls are missing parcels and customers having difficulties requesting returns due to store not changing the parcel status - pretty much 90% of calls consist of these sort of queries. Management is poor; some of the team managers act like they're prestigious just because they're higher in the hierarchy than you when really all they do is sit on support line and to be quite honest, they don't even help and support because if you ever call through they always tell you to 'refer to the manual' instead of actually trying to help and 'support' you, as that is what 'support line' is for and make you sit there flipping through the manual while the customer is on hold for 10 minutes when it would've been much easier if they'd just give a direct answer. Also, managers leave it all down to the advisors, they sit there and tell us what to do when all they're bothered about is themselves and how their team looks; when the AHT is poor, they will blame the advisors and when the AHT is good they take credit for it. The atmosphere just seems dead most of the time, you can just see the look on advisors' faces waiting for it to be time to go home. Also think the training doesn't give you enough clarity on the policies of the company; you literally have 2 weeks of training then you're thrown onto the floor with the 10000 manuals you were expected to digest information from in the space of 2 weeks. Even if your shift started at 9 o'clock, you need to get there about 30 mins early just to get everything started up on the slow systems which frequently creates errors. You're also told to keep checking your emails for any kind of updates but NEVER have the time because you need to be on calls straight away; you literally have about 10 seconds between the end of a call and the next call that's about to come through.