Horrific management from Senior Leadership Team - Customer Resolution Specialist One Manchester Employee Review

Thank you for your review. It’s lovely to hear you have great working relations with your team members and feel supported by your team leader. As you know, there’s lots of work going on in our Customer Resolution Centre (CRC) to improve and streamline our processes and procedures to ensure we can answer calls swiftly and resolve issues at the first point of contact, enabling us to meet our customers’ expectations. As part of this, we have engaged with other business areas to better support queries, put together a training plan for CRC colleagues, and are looking to bring in additional resource. We appreciate that change can often cause uncertainty amongst colleagues, and we acknowledge we’ve had to make some quick changes to support our customer’s needs given the environment we’re in. However, we are still learning and adapting and will take on board your feedback about giving colleagues more notice about any operational changes. I’m sorry to hear you feel unsupported by members of senior management and would encourage you to discuss the concerns with your line manager or contact our People Team so we can work together to improve things. Colleague wellbeing is a top priority for us, and we have several formal and informal channels where you can raise issues such as Listen and Learn sessions, departmental meetings, and 1-1s with your manager, to name a few. We value all of our current and former colleagues’ feedback and would be keen to learn more about what we can do to be a more supportive employer – please feel free to contact the People Team. Thanks again for your insight – it helps us to make One Manchester a better company for everyone.