Swimming against the tide. - Emergency Call Handler CEGA Group Employee Review

2.0
12 Apr 2020
Recommend
CEO approval
Business outlook

Pros

Great training, great social club, transport provision and gym, scenic location, friendly staff.

Cons

After a month of really good training you are thrown in to the call centre and it's a different world. People do try to support you but they are so busy themselves it is hard to get the assistance you need. The amount of phone calls you have to take is so great you don't really have time to action all the help the caller needs. Which results in more phone calls as they chase up what is happening with their case. When you put your phone on 'do not disturb' to try and action tasks for a caller you are taken off 'do not disturb' by managers in order to take more calls. This is despite being told in the training that you would be able to do this, no problem. When we started training we were told that internally our job title would actually be Customer Service Case Manager. I can only describe it as being like a 999 operator and the ambulance service at the same time; having to fully manage an emergency situation whilst still taking large numbers of new calls about new emergency situations. The management told us that around half of new starters end up quitting after a few months, and I was unfortunately one of them. I was staying sometimes an hour after my shift ended just so I could work through cases without my phone ringing, and my stress levels were sky high. The staff are friendly and fully understand the struggle, but ultimately I think it's a company that prioritises task completion over its staff.

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CEGA Group Response
6y
Thank you for taking the time to leave a review with us. Our business requires high levels of resilience to be able to help our customers in need. I can understand why you may have found aspects of the role stressful and we thank you for the efforts you put in. We value all of the reviews we receive as they enable us to improve and be innovative in how we work. We will be passing your feedback to the relevant department. If you would like to give further details on your challenges please get in touch directly through our HR team. It is great however to know that you had a really positive experience through training and found everyone friendly. Thank you for your comments on this and we wish you all the best in your career.

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5.0
17 Nov 2025
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CEO approval
Business outlook

Pros

Good work/life balance lots of perks to the job (referral bonuses, private health pla, perks at work discounts, cycle to work etc. Lakeside north harbour offices are amazing, lots of amenities and a very nice place to come to work

Cons

Shift work may not be for all, but after you commit this can sometimes be subject to adjust Depending on department/role the workload could be high volume as well as an element of stress

2.0
29 Sept 2024
Recommend
CEO approval
Business outlook

Pros

Good wage if you are young and an intern, Bad if you are grown up and need to pay bills. Sometimes friendly staff

Cons

Slow progression. Over worked and underpaid. No decisions made by management ever make any sense, and management themselves are incapable of doing the jobs that the work force does, so they are not capable of actually helping. Team leaders do not want to help you, and the ones that do don't stay long or get in trouble from above for actually being decent humans. Got an issue? Better to keep it to yourself or they will cook you. And they hate interns, so if you are thinking about doing your internship here either for uni or college... don't. Just don't; you wont be made to feel welcome by the management and despite the fact your doing just as much work for even less pay, you are simply a misplaced child in their eyes. The actual plebian work force are a group of generally delightful people and you can get a real family atmosphere, but don't enjoy yourself too much or a manager who sits on the phone all day talking smack about other members of management will come over and tell you off. You will never finish on time, and good luck trying to claim back the minutes extra you stayed. And don't get ill either... they don't like that, especially if you do it more then once in a year.

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