False values, toxic culture - Customer Service Voy Employee Review

- They claim to have a culture of inclusivity, but only if you're the type of person they like. They're more concerned with diversity hires over hiring people who can add real value. - Remote staff are forced out of the company so they can micromanage the teams in person. - Zero accountability from the higher ups. They'll make decisions that backfire and cause contact from customers, and then us on the phones take the flack. - Goalposts are moved constantly so you never know what you're working toward. You'll hit the targets you need to get a pay rise, then find out you can't have one because you didn't hit the invisible goals they never told you about. - Many staff were prompted to leave positive reviews on here, so the company rating is better than it would've been. Make of that what you will. - Staff have targets to get as many customers on treatment as possible; and if they don't hit their targets they get grilled. These targets only exist to turn a profit, not to serve its customers. - It's being run as e-commerce rather than to serve its customers. They have investors which means they're more bothered about making returns than offering great service. - There are favourites, and there are outcasts; you won't get anywhere at Manual if you're not flavour of the month. You can be outperforming someone, but if they're in with the higher-ups they'll get the promotion. - The decisions made by Manual's SLT are usually foregone conclusions by the time service staff find out. Often these decisions have negative impacts on customer care and staff morale, but because the decisions are made to make money, CS input isn't required. - Managers are always in meetings, but it's not clear why. The lack of one-to-ones is startling, and the lack of real feedback causes low team morale. - If you're an introvert you won't feel welcome; Manual love forcing extracurricular fun on its team members, and if you don't want to join in you're going to be ostracised. - Their CRMs are terrible for what is needed.