Pros
First Mile is a good company to work for in terms of being inclusive of all backgrounds and walks of life, with a good focus on doing more for the environment. They try to look after their staff by way of ensuring the kitchen is stocked with tea, coffee and snacks, and there were socials for the team to let off some steam. The vast majority of staff here seem to be friendly and helpful, and gel quite well regardless of background. First Mile are definitely keen to grow the business and have even introduced a retentions team that branches off from your day to day CS, allowing more focus and coverage, giving the opportunity to progress in a role on that side of the business. The rewards scheme is good and as an agent, the progression ladder offers motivation. Support from management roles is generally good.
Cons
Since working for First Mile, I have seen the company grow in many ways, and this of course leads to many changes. Some changes have caused customer backlash, which CS take the main brunt of, and seemingly aren't consulted when these decisions are made. There have been role changes and restructures of progression ladders, which are great, but once you reach a certain point, it feels as though there is nowhere further you can go. Management in CS are approachable, however, it seems that if the only supervisor is busy, it proves quite difficult to get another member of management as an alternative to assist. Coaching is also rarely given as the supervisor we have has to cater to all escalations, manager calls, and quality checks for the entire team, though these are still done regularly. Team leaders prioritise monitoring queues and often have meetings, though outside of this it is not clear what else their roles cover. Opportunities outside of CS are rarely offered in house either. There has also been more work thrust at CS from other departments but despite us shouldering this, there has been no further pay review. The bonus scheme that CS has is being removed, and with being on lower wages compared to other departments in the company, this will prove to be detrimental and difficult for many (though I understand members of senior management are fighting the case for us.)
