Updates / issues with wider impact are communicated late to call centre staff.
Calling dedicated administrators for each scheme is pointless, they're all so bloody rude and huffy.
Management of call centre staff hovering around you if you happen to have 30 seconds between a call and speak to the person next to you about anything other than work.
Getting time off is easier for the brown nosers - as is everything else!
People get praised on everything else but merit.
The Rewards and Recognition is just a chance for all the sycophants to nominate each other.
The pay structure is abysmal - some people have been there for years taking calls all day and earn a pittance!
Phone system goes down regularly and does not respond, so may show you as ready for a call when you actually need to be typing notes.
Managers for other teams are very rude and have no manners, never introduce themselves and treat you according to someone the associate with and that persons opinion of you.
No proper procedure for when another department is responsible for something.
Have recently implemented a dress code as people were coming in dressed like tramps.
Call centre management discussing information on the call centre floor about other call handlers and other people can hear.
Only a 30minute break if you do the early shift.
Minute eating facilities - so you run the risk of having to sit with that idiot you hate.
Senior management highly unapproachable once you've got your foot in the door.
Most work is outsourced to India who don't know what they're doing - processes always have to be followed up, just to check on them - sodding hopeless!
You cannot directly speak to payroll with a pensioner query, have to rely on emails - try explaining that to a pension who has not been paid for a month!.
Simple procedures made hell for Pensioners and clients - changing address and bank is chore as members have to write in.
Business acquired from other companies sometimes requires call handlers to pretend to be from THAT company, so you cannot mention JLT or that we bought a portion of that company.
Management will often find other ways to reward hard work, like buying the whole floor Pizza rather than paying a decent wage to everyone in the first place. 30 pizza's is cheaper than ensuring 50 agents get a decent remuneration!
