Pros
4 day week, good when you do finish on time they changed shift to 9.30-7.30pm to allow us to finish on time but can still be finishing later sometimes. Work with a friendly team, most people are pretty helpful that you work with, customers are fine - don’t get the same hassle as what you can get in a retail store, getting to visit customer’s homes and interact with them in a unique way. The salary was good but they reduced this recently for new starters so now not as good. They have introduced a new commission structure which is uncapped and you earn a percentage of the total revenue you generate for that month.
Cons
Incompetent management - Enjoy has hired managers who have no telecoms experience, they have no clue about FCA regulations, management encourage miss selling it’s a ‘sell by all means necessary’ environment. Management use phrases such as “if you’re not hustling, hustle out” meaning that if you’re not selling just get out of that visit and don’t bother helping the customer. When I first joined Enjoy it was all about delivering the best possible customer experience, setting up devices and offering advice and ‘solutions’ to help EE & BT customers get the most out of their tech. Now it’s all about selling and not in a nice way - if you’ve come from a telecoms background you’ll realise very quickly that Enjoy is filled with people miss selling and churning. EE mobile is incentivised more than BT mobile which encourages people to sell EE mobile at all times because it generates more ‘revenue’ and in turn, more commission. This means customer’s are missing out on BT mobile which is often a better solution for elderly customers who don’t use data or customer’s who want to save money. Captains and lead experts actively encourage you to sell in a way that generates the most revenue for Enjoy and have completely come away from ‘doing what is right for the customer’. If you refuse to sell in an unethical manner you’re threatened with performance improvement plans for not meeting your targets. Moving on, KPI’s change on a monthly basis, they have no clue how to measure success at Enjoy so try something new every month meaning that the goalposts change constantly. You frequently have to ask management “what are we focussing on this month” is it ‘revenue per day’ is it ‘total attach’ is it ‘revenue per visit’ - it changes that much you don’t know what you’re meant to focus on. Management are lazy, severely overpaid to sit on Zoom calls all day and go home early, they’re barely present in the office, you try and call them for support throughout the day and can’t get a hold of them as they’re in ‘meetings’. Another con is Enjoy’s partners can make things difficult with regards to visits/customers. You’re often going to a visit that you have no idea what it’s about because the partner hasn’t given you any information so you go in blind: they often book us as opposed to Openreach and customer’s often mistake us for engineers when in fact we’re really sales advisors and nothing else. They claim we’re ‘tech experts’ but the tech training itself is very limited, anything training or coaching you get is all about selling - not how to fix problems with broadband, landline, devices. A lot of the time you have to rely on common sense or ask your colleagues if they’ve encountered a similar issue. The partner will always book us in the first instance which can’t often waste the customer’s time as we have to then further the visit back to an actual engineer. The partner also often give us incorrect contact numbers for the customer, which firstly means you can’t call the customer beforehand to gain an understand of why the visit is booked in and it also means you can drive over an hour to a rural area where you can’t find the customer’s property and it results in a cancelled visit.