Pros
Most colleagues are knowledgeable, supportive, and genuinely committed to doing the right thing. Frontline teams work incredibly hard, often going above and beyond in difficult conditions. There is strong individual expertise within operations, and many staff members care deeply about delivering fair customer outcomes.
Cons
Reward and recognition have become a major sore point. Bonus payouts were drastically reduced with little meaningful transparency, and communications around the changes felt vague and out of touch with employee reality. Salary increases fail to keep pace with the rising cost of living or the rapid uplift in minimum wage, leaving many mid-band roles feeling undervalued and compressed. Workloads continue to rise while teams shrink, leading to widespread burnout. The gap between leadership messaging and day‑to‑day experience keeps growing, eroding trust. Staff are frequently asked to “do more with less,” but the system doesn’t provide the resources or clarity needed to succeed. Some policies land unevenly across the workforce. In particular, the way sickness‑related absence interacts with bonus outcomes can disproportionately impact employees with long‑term disabilities or medical needs. Other types of leave are treated more favourably, which creates a sense of inconsistency and undermines inclusion efforts. None of this appears intentional, but the effect is noticeable and demoralising for those affected. There is a real risk of losing experienced talent as people look for roles with clearer progression, fairer reward structures, and more stable conditions.
