Pros
Social hours. Seriously, that is the only pro. Okay, and some of the people who are "in it together" with you, its kinda like moral support from a big emotional vampire that is willing to suck you dry.
Cons
Where to begin? I've been meaning to write up a review of this company for the past year and a bit but, every time something gets worse, and so I put it off, now I'm at the stage where I just need to put fingers to the keyboard. - Awful management structure, with vile bullies in positions that are totally comfortable talking down to their staff like they aren't worth anything. I have yet to receive an apology from one of the management for an extremely unprofessional and unpleasant remark. - For the past year they have been consistently trying to insist on risking my life in the middle of a pandemic, despite being in the clinically vulnerable category, by giving me veiled threats to return to the office before my vaccine being administered or taken full effect. When, within reasonable doubt, there has been a transmission of COVID within the office. - A portion of their workforce is located offshore, and is wildly inefficient and incompetent. Things that have taken months of consistent contact I have managed to do within minutes. - They rely far too much on people getting things wrong to identify gaps in training and take corrective action, which with the high staff turnover... basically means you're constantly going to be rectifying mistakes if you've been there long enough to know what to do. The training period basically does nothing to prepare you for the actual common requests, which post COVID, some of which seems to be "why haven't you done the thing I asked you to do?" To which your response will probably be "uh let me read these notes..." sit there for a minute trying to decipher the nonsensical jargon and abbreviations and go "let me refer this to someone and I'll call you/email you". - Callers do not trust you, seriously, and rightly so. You have to spend some calls trying to persuade people that you can help them in the first place, because they've either been cut off, been misunderstood or haven't had things explained to them concisely, in so many cases, they need reassurance first. - Instructions unclear; left a dot in call notes instead of clear notes. Management have encouraged this to save time in places, in other places I've been told not to do this, in others supervisors have complained about this. There are contradictions everywhere, I have been failed on call audits due to contradictions in their information, its actually mental. - On the whole propagation of information also, the reference materials, on top of being contradictory at times, are also partially incomplete, there are 3 different reference directories for 3 different sets of policy types and they've been promising a brand new, lifesaving, amazing, wonderful reference system for over a year now and it appears to be going nowhere. - AHT, anyone using this archaic metric to measure performance needs a re-evaluation, you can tell me I'm wrong but there are dozens of sources on the internet that outline exactly why it is terrible. It is demonstrated in several cases where things that could have easily been picked up if the handler wasn't worried about keeping their times down and spent a little longer on the details. Their small sample size of audits are not enough to pick up the times where this falls through, which is plenty, because as I mentioned before about staff turnover and inadequate training... - Interdepartmental inefficiency, integration between departments seems - nonexistant. They have one system that we can use to locate points of contact for other areas, but that becomes useless when some things aren't even found on there, or certain departments don't even use it/know how to use it and just pass customers around willy nilly, or you'll deal with one thing and then have to dance around explaining to the customer that the other thing you can't deal with, all the while never being allowed to mention that you work for Diligenta, and the company they are contracting for has no meaningful integration between itself and all of it's splintered off areas of business. This results in a lot of confused, annoyed or on the other hand, very clued in customers who know exactly how inefficient the whole thing is. - They are hiring newer staff on a higher wage bracket and have yet to balance wages with their older staff members, they said they have been working on this for probably around a year, its kind of a joke at this point. Management at my office have actively prevented employees from discussing wages with eachother, and they aren't allowed to do this, by the way. So if they tell you not to, a simple Google will tell you that The Equality Act 2010 enables employees to discuss salary if they wish. The fact they actively try to prevent staff from discussing pay is an extremely dodgy practice, and very predatory on the workforce. - I cannot prove this as fact, obviously, but my observation is that many of the more positive reviews look less than legitimate. This is coming from personal experience of a previous job where I would encounter examples of text where the level of effort put into it does not quite "look right" in context. This is merely a theory, but Joe Lycett (the comedian) has demonstrated just how easy it is to put out fake reviews in his show Joe Lycett's Got Your Back, feels weird that I'm citing that as a source but here we are. Take it from me, accept a job here as a LAST RESORT.
