Way UNDERPAID for the amount of work expected.
A customer service role, but very quickly you’re “upskilled” into doing complex admin work that has not much to do with customer service- without any change in job title or pay. Large portion of the role is tech support and then customer service, admin, complaints, finance. It’s far more demanding than a standard call-centre job, yet the pay is no better than companies where you’re mostly just answering basic calls.
The workload is NON-STOP. If you’re not on a call, you’re expected to work admin cases constantly. It gets assigned by the system thus you rarely have free time. There’s basically no downtime apart from your scheduled breaks, and the 10 minutes you're given for things like toilet breaks. I personally found the pace exhausting and it is often that I go home knackered.
The feedback culture feels TOXIC. Weekly meetings with manager focused on reviewing stats and discussing mistakes, including very minor ones. Rather than getting actual feedback for knowledge gaps , you are picked apart for smallest accidental mistakes you've made. Colleagues are encouraged to submit feedback on each other, which in my opinion creates a toxic atmosphere instead of a supportive team environment.
You’re expected to STAY PAST YOUR SHIFT unpaid if there’s still work to do, and if you leave on time you can be told off for it. The extra time is supposedly “given back,” but you don’t get to choose when. They also round everything to 10-minute increments, so if you stay less than 10 minutes you get nothing back, and if you stay 15 minutes late you only get 10 minutes back.
The rules also felt excessively strict. No phones allowed, not allowed to stay at your desk during breaks, and even being corrected on how you sit at your desk (for example, being told your feet must stay flat on the ground). It honestly felt overly controlling at times.
Overall, if you like highly monitored, high-pressure environments you may not mind it, but for me the workload, culture, and lack of compensation for the responsibilities made it a negative experience.