Toxic - Customer Service Representative Swinton Insurance Employee Review

*More transparency than in the past. *Working conditions much improved, no longer asking for longer hours or huge pressure targets and the bullying/threats that used to accompany them. *Support whilst preparing for redundancy which has been a big help.

*Systems still not great two years in. *Moderation is an ever moving target and alters to fit whatever the current narrative is. *Objectives set but calls forwarded to branches are 75% service calls (ie usually the complex stuff) and only 14% sales calls in which to hit objectives ? *Not convinced the big change in direction from branch to digital has worked (and those responsible have since moved on) judging by latest company figures, but it’s too late to go back. *Lack of general insurance technical knowledge, most of the knowledge is in the branches and lacking in other areas (which I suspect is why branches are still open and getting the bulk of service calls, rather than straightforward renewals or quotes).

Contrary to many people's opinion insurance can be a very interesting industry. Uniform is provided. Recent pay rises mean the pending redundancy packages will be better for those losing their jobs.

Flex is not flexible it is dictated to us when we can take it. Holidays cannot be taken when required. Being forced to work late nights every week alone is not ideal. Knowledge and experience counts for nothing, encouraged by CM to be less helpful and involved with anything that doesn't involve a sale, contrary to the new culture of putting customer at heart of everything we do, sometimes feel totally inept due to poor processes, having customers in front of you and having to read many different scripts from scrappy pieces of paper lying around on your desk or taped to your monitor is unprofessional and makes you look incompetent as well as your desk looking scruffy. If you live far from Manchester very little career progression.