Great values just wish they lived by it - Customer Success Manager PensionBee Employee Review

Hello, Thank you for taking the time to share such detailed feedback, we really value our team’s honesty. It’s important to hear both where we’re doing well, and where we can focus our improvements. It’s great to see our recent decision to shorten working hours is having a positive impact. As well as our commitments to diversity, inclusion, internal development, and offering a range of benefits and events. You’re right that our Customer Success team’s focus is on providing exceptional customer service. Our role is to support our customers towards a happy retirement, rather than meet sales targets. Our job adverts are designed with this in mind, and we offer a task based recruitment day which aims to provide a flavour of the role. We encourage everyone to share openly with their manager where there are wellbeing concerns. It’s positive to hear you feel your manager has been listening. However, it sounds like this hasn’t resulted in you feeling heard by senior management, or improvements to your situation. In these circumstances, we’d encourage you to reach out directly to your Head of Department, our Chief Operating Officer, or a senior member of the People Team. We’d be very open to talking through your concerns, and seeing what we can do to support you individually. We took the decision to pause Customer Success hiring to focus on developing productivity gains that make work more efficient in the long-term. There are several teams dedicated to productivity projects, and updates soon to be announced. We take on board your feedback regarding communication improvements and will do more to regularly share updates. Our Head of Customer Success is planning an upcoming session with this in mind. We feel it’s important to give recognition to the fact our team as a whole currently does amazing work supporting our customers, as demonstrated by our SLAs and customer feedback. However, it’s vital we also consider wellbeing and the sustainability of our pace of work. These are both areas we monitor in our annual diversity, inclusion and engagement survey. The latest survey responses showed that our L1 management level, which includes Customer Success, felt amongst the most positively. With 96% feeling either positively (59%) or neutrally (37%) about the pace of work, and 93% feeling either positively (67%) or neutrally (26%) about how their wellbeing is supported. We understand this doesn’t feel reflective of your experience, and this is something we’d like to address. Please do reach out to a member of the senior management team if you’d like to discuss more about what we can do to support you individually. Thank you again for taking the time to share with us.