I am lucky - Identity Verification Analyst Hooyu Employee Review

Team kind and friendly at least!

Management cut throat and non client focused

Some really nice people who work here. Job is straightforward and not stressful. Management can be lovely, very understanding and treat you with empathy for varying circumstances and will try to help you. Flexibility to work at your pace, expectations are reasonable and you're not micromanaged. Small events / encouragements are given. Senior agents are, on the most part, friendly and happy to help. Good location, easy to get to and good for commuting. Fair holiday allowance and premiums for bank holidays and weekends. Plenty of overtime.

There seems to be a deterioration in culture/environment and agents feel ignored. Suggestions, concerns and feedback are glossed over with no real accountability or reasonable justification. Reasons for sudden changes in the work environment feel very bureaucratic and out of touch with the team. The job is largely monotonous and can be very boring. Many of the benefits the company started with have slowly diminished. There is a concern that the company will develop into a "micro-managing" and "cold" in culture. High turnover rate; new agents come out of training in their own groups and it's difficult to integrate since there is no team structure. New agents are trained in a smaller office, away from most of the team which I think adds to this issue of not integrating with the current team. Regarding senior agents and team leaders, there is bias and favouritism towards some agents. There is a difference in treatment and friendliness. Due to a lot of connections between people in the office, some people are more at advantage of "helpful advice" than others in regards to promotions. There is a backlog of agents who want to develop and be promoted to senior or a trainer. But there's a lack of opportunity because, unless someone leaves or if there's a "business need", you are stuck in your current role. There are no WFH opportunities for agents, even on a hybrid basis which could massively boost morale and lower the turnover rate. It would also encourage people for overtime and working later shifts. You have to listen to other agents' music taste which, over time, can get agitating as everyone has different preferences. Listening to your own music (or choosing not to) on your own computer was rejected because it would discourage "communication" and being "co-operative" despite the fact that almost all communication takes place through Slack. Workload has increased but salary has remained on the lower end.