Pros
Working from home Work laptop provided Senior management are good (if only they would change the middle managers)
Cons
Horrendous middle management- no matter your level of travel experience, customer service experience or brain power you are micro managed to within an inch of your life. Instructed on exactly how to talk to customers, how to complete every little task and contacted continuously about what you are doing throughout the working day. If admin time is required after a call, you are contacted almost immediately (averagely within 30 seconds) to tell you to put yourself back in available so you can take another call. Team managers seem to have no concept of what is actually involved in the job or what good customer service looks like. The main priority is always making sure that the figures look good for Senior Management. Staff welfare is non existent. Empty gestures are made from time to time but with no real intention of caring about their teams. Moral and motivation is on the floor which makes for an unhappy and unproductive environment which is clearly impacting on the experience felt by customers. Excellent staff are ground down by not being able to use their own initiative to help customers, solve problems and resolve issues. Processes are long, complicated and difficult when they don’t need to be. Team managers want to be consulted on every action in order to make themselves look needed and useful. Some managers refuse to put advice into an email so they can’t be held accountable at a later date. Sadly, I could go on and on about the con’s for this business but my overall advice (and I’m happy to put it in writing) is AVOID AVOID AVOID.