Good salary for a call centre - Agent Wescot Credit Services Employee Review

Thank you for your balanced and detailed review of your experience whilst working at Wescot within our Glasgow office. We are very proud of the team, environment and offering we have built that makes Wescot a great place to work. We have a robust support structure in place - from induction training, to 1-1 support in our 8-12 week ‘grad-bay’ environment and on-going Team Leader and Team Manager support. This is to ensure that all colleagues have the support they need, when they need it. We do believe that our environment is unlike other contact centre roles as our activity is very niche, with no pressure put on our colleagues in terms of efficiencies and call handling times – the key objective is to achieve the right outcome for the customer, through great conversations, regardless of call length. Whilst we appreciate that some of these calls may take colleagues over their shift end time, we have a structure in place to ensure this time is given back quickly at a mutually agreed time and date or we will pay the additional hours as overtime. We also ensure colleagues get the appropriate rest breaks, providing two 10-minutes breaks and either an hour or 30 minutes for lunch depending on what full-time contract the colleague has chosen. Water coolers and tea/coffee machines are also located in each floor for colleagues to use during and/or out with these rest breaks. As our offices have expanded, we appreciate there may be a requirement to look at how we allocate breaks and we are currently reviewing this with a view to doing so differently to ensure colleagues receive enough ‘down time’. This review has resulted in the feedback we have received from colleagues and we are sorry that you have not been able to benefit from that. We speak to a large variety of customers every day, all with their own individual and personal circumstances, who look to us to understand and support them. As a result, the feedback we receive from colleagues is that they feel a great sense of achievement and satisfaction from helping those customers. Your feedback has been shared with our Operational Managers and we will use this in our continued drive to make Wescot and our Glasgow office a great place to work. Kind regards, Gillian McFadyen HR Business Partner