Pros
Meaningful work with the opportunity to make a real difference to our customers. Colleagues are generally hardworking and committed, and no two days are the same. The role can provide good exposure to complex cases and cross-team working.
Cons
Workloads can be very heavy, and priorities can shift quickly, which can make it difficult to manage tasks effectively. At times there can be a lack of clarity between teams over ownership of issues, which can affect both staff experience and customer outcomes. Some teams can get away with not being customer facing and this is supported by CEO and EMT members, customers are supposed to be king but yet there are teams who can get away with hiding from them; it’s not acceptable. Communication and consistency could be stronger. Also promotions happen based on relationships and not based on who can do the role(s) best!