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Yell DCSE Reviews

Updated 25 Sep 2019

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2.7
44%
Recommend to a Friend
Yell UK CEO  Claire Miles
Claire Miles
0 Rating
  1. Helpful (1)

    "Positive changes"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - DCSE in Scarborough, England
    Recommends
    Neutral Outlook
    Approves of CEO

    I have been working at Yell full-time for more than a year

    Pros

    The people at Yell, particularly at the Scarborough site are what make it an enjoyable place to work. The senior management team here make a real effort to recognise, motivate and inject enthusiasm running regular reward incentives and organising events. Scarborough has gone through some big changes this year which has brought challenges, but with the leadership of our head of department we are now in a great position to really positively impact our customers.

    Cons

    A lot of the changes this year have happened very quickly, with some individuals having to adapt to new roles in a short space of time, which has brought its challenges.

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    Yell Response

    August 15, 2018Head of Talent

    Thank you for taking the time to leave us a review. Reviews help us to continue to develop the business we all work for. It is great to hear that you are enjoying your time with us and enjoy the incentives that our Scarborough Management Team host. Change is inevitable to keep the business relevant, and you are right in that it does bring its challenges, however we are seeing great results with our customers that the change have bought. So thank you for your contribution to this!

  2. "Mixed review"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - DCSE in Scarborough, England
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at Yell full-time for more than a year

    Pros

    It has been a career stepping stone for me. Some team managers are extremely good at their jobs but don't receive the recognition deserved. Incentives were good at the beginning of my time here. The bonus scheme allows for extra earnings, although this is only paid two months after the end of the quarter.

    Cons

    No career progression inside of the company. Lack of manager support with some team managers. The work is monotonous. New starters are asked to leave a review within their training period, this is therefore not a balanced or accurate review of the company or the job. After coming back from long term sick leave, there was no support in returning to my role. After handing in my notice there was a lack of communication as to the winding down period, messages to the team manager regarding this were ignored. The job description did not accurately describe the job I have been doing, it was completely mis-sold. It is essentially a high-pressure call center environment where targets are key. The job offers little flexibility, despite being told at the interview process that they strongly believe in a work/life balance. I have consistently been made to feel as though I am disposable, ultimately opinions of lower level employees don't matter.

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    Yell Response

    September 30, 2019Telesales Director

    We appreciate your feedback. We are aware there was a period of recruitment for Scarborough when we were evolving the Onboarding role. We are now confident that the work we have done with the recruitment team and agencies, the job description is aligned to the role and call centre environment. Reviews are requested at certain intervals or milestones of peoples careers at Yell and it is people's own choice as to whether they feel comfortable and ready at any time to leave a review on Glassdoor. We also have many other ways that people can share how they are feeling e.g. focus groups, employee engagement surveys, or just talk to us, as it is important that our People feel valued.

  3. Helpful (3)

    "Great training, clicky environment"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - DCSE in Scarborough, England
    Recommends
    Negative Outlook
    Disapproves of CEO

    I worked at Yell full-time for more than a year

    Pros

    The training is fantastic and I’m so grateful to Yell as I have now landed my dream job as a content writer on an amazing salary thanks to ‘paying my dues’ at Yell. I would never have got my current job without the marketing knowledge I picked up at Yell and the ongoing training (which felt tedious at the time!!)

    Cons

    It’s a clicky environment with lots of back stabbing. They expect so much of you in terms of targets, hardly anyone managed to hit them. If you care about your customers you take work home with you, you can help it. Yell do not care one tiny bit about their customers, they just see dollar signs which is a real shame. The CEO hasn’t a clue how hard the customer service executives work and the pressure they are under..,he’s probably too busy on his Yacht!

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    Yell Response

    October 23, 2018Agency & Onboarding Director

    Thank you for your feedback. It is really great to hear that the training we provided whilst you were working at Yell has really helped you to succeed in your future career. However, we would like to address the other feedback provided. The Senior Leadership in Yell acknowledge that to remain competitive in the market place and continue to put our customers first we have had to go through a significant transformation around the way in which we operate. The changes we have made to becoming a centre for onboarding has meant that whilst we have made some changes to roles, this has ensured we were able to retain people and ensured that when we moved from the copy writing role to an inbound/outbound contact centre role our all employees had the choice to stay with the business. In the last 6 months the majority of our staff have received a significant pay-rise which has resulted in our agents being paid competitively for the role they undertake. The Business regularly reviews targets to ensure they are achievable and indeed reduced targets in the last quarter after a review took place. The Scarborough site hold weekly engagement meetings where employees can highlight any issues and also advocates an open door policy and regular senior leadership forums to ensure all employees have a voice. The introduction of our new Employee Forum is also giving employees another avenue to providing their feedback. We will continue to listen to feedback and encourage staff to use the variety of channels available to give this feedback to continue to make YELL Scarborough site a great place to work.

  4. Helpful (7)

    "Has its plus points but appalling treatment of staff"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - DCSE in Scarborough, England
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I have been working at Yell full-time for more than 3 years

    Pros

    Good pay for the area The team I am on is great Some managers care about their teams There have been some improvements

    Cons

    Treatment of staff by some members of management is appalling. I have seen several people leave in tears or go on long term sick due to stress, you are often spoken down to by some individuals (not all, some managers are fine). It feels like staff welfare is far down the list of priorities, and is pushing many to breaking point. The same types of people get opportunities over the ones that work the hardest. I've known very skilled people turned down for roles for more popular types. The basic role is not suitable for creative types. Whilst some things have changed for the better (pay, variety of work types) , you get the feeling it is give with one hand, take away with the other, and messages are very mixed, one minute positive and uplifting the next serious and authoritarian.

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    Yell Response

    November 6, 2018Agency & Onboarding Director

    Thanks for taking the time to leave us a review, it’s great to see you’re happy with the pay, culture within your immediate team as well as the level of care that some managers demonstrate to their teams, along with the acknowledgement that improvements have been made. We are in the process of refining our operating model in Scarborough with the express purpose of ensuring the right people are able to service our customers in a timely, responsive and effective manner. Based on the simple principles of this model we aim to ensure our people are communicated to well in advance so they have a clear understanding of their working patterns, along with sensible forethought around the management of their likely workload. Your thoughts around the practicalities of our operating model, along with your comments around appropriate communication styles and people skills are therefore invaluable in order for us to provide support to managers and support staff on how to get this right, for our customers and our people. We are working hard to improve the level of engagement, morale and transparency of communication within our site in Scarborough and the Senior Leadership Team acknowledge we need to continue to listen to our people if we are to maintain it being a great place to work. Our newly launched Employee Forum means we now have 3 on-site employee representatives for Customer Operations whose primary purpose is to provide feedback through HR and to the Senior Leadership Team around how we go about achieving ongoing and sustainable improvement within our site. If you have any concerns, or ways in which you believe we can make improvements, we’d encourage you to speak to one of these representatives or one of the management team.

  5. "Scarborough Is On The Up"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - DCSE in Scarborough, England
    Recommends
    Neutral Outlook
    No Opinion of CEO

    I have been working at Yell full-time for more than a year

    Pros

    - Recent changes have lead to an industry leading customer experience. - Senior site leaders are approachable, honest and are very much “for the people.” - Development is there for those that want it and are willing to put themselves out there and get noticed. - Support from the majority of Team Leaders is at a good level; this could be improved if time was managed better. - Very good salary for the area - Training is very good, although there has been a lot of change and new things to learn lately; the pace of change should now slow for an embedding period. - The people who work in the office are fantastic, it’s easy to get on with everyone - The employment package as a whole is competitive for the area and has some great benefits and bonuses. - Recently appointed CCMs have made positive changes and are committed to ensuring that the office becomes a centre of excellence for customer experience. - Some very knowledgable people work here and it’s always easy to get input and support from them. - Senior Site Leaders are committed to making sure their people shine.

    Cons

    - Pace of change has been very quick, too quick in my opinion. This has been driven by the SLT - not site leaders - and it’s important to remember that. - Because of the pace of change and because of Organisation changes within the SLT the office morale is below par at the moment. The site leaders are doing everything they can to amend this and bring positivity back to the site. - SLT are very blinkered to the goings-on and low morale at the office; this needs to change and more SLT need to visit the site and speak to the people and not just managers and site leaders.

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  6. Helpful (1)

    "Overall a good place to work"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - DCSE in Scarborough, England
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Yell full-time for more than a year

    Pros

    - Supportive managers - Progression - Good incentives - Good bonus scheme - People higher up I.e. Head of Onboarding are very approachable and supportive - Accommodate to my personal needs with working hours

    Cons

    - Constant change - Targets are very challenging and can be stretching for a lot of people but the pay reflects this

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  7. Helpful (1)

    "Overall, a good place to work"

    4.0
    Current Employee - DCSE in Scarborough, England

    I have been working at Yell full-time for more than 3 years

    Pros

    - Hours can be accommodating for family/childcare needs. - Good incentives - Good bonus scheme - Senior management are approachable and passionate about what they do Whilst the pace of change can be challenging, changes have been made in order to make this easier for us all. Recently, a wage increase has been implemented which now makes it a very competitive wage for the area. In my opinion, the Head of Onboarding and Call Centre Managers are very approachable, supportive and do do their absolute best to make this a good place to work. It can be easy to forget that they have also had to adapt to the rapid change, but if you have a problem, 9 times out of 10 a member of senior management will address and discuss the issue with you the same day. Senior management aren't afraid to muck in if team managers aren't available.

    Cons

    - Pace of change has been difficult to adapt to, but is improving - Progression can be difficult - Targets are high, can seem un-achievable for some

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  8. Helpful (3)

    "Awful place to work AVOID"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    DCSE in Scarborough, England
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Yell for less than a year

    Pros

    Staff are treat horrendously Lied to, Bullied, Patronised, lots covered up not what it pretends to be at all.

    Cons

    Paid wrong. Lied to, bullied, spoke about by management who do have a clue what they are doing. Constantly spoke down to, Pile the pressure on and tell you you are rubbish at your job Bad training, all round bad company to work for

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    Yell Response

    August 8, 2018Head of Talent

    Thank you for taking the time to leave your review. Firstly, I am sorry that your experience of working at Yell did not match up to your expectations and was not in keeping with the positive experience of the majority of people who work here. I can assure you that we have a zero-tolerance policy on bullying of any kind. I can see that you no longer work at Yell but would welcome you contact me at careersfeedback@yell.com to arrange a call, should you wish to discuss your points in more detail. I would like to take this opportunity to wish you the best of luck in your career.

  9. Helpful (4)

    "Nothing to Yell about"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - DCSE in Scarborough, England
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at Yell full-time for more than a year

    Pros

    Free tea!! Good work colleagues!!

    Cons

    No one has a clue whats going on. Always things changing.

    Yell Response

    July 11, 2018Director of Customer Operations

    Thank you for your review, we're happy to hear you enjoyed your work with your colleagues! We are are a fast paced organisation and therefore do undergo change, however, if feel certain issues affected your work with us, I would encourage you to get in contact with one of our HR business partners who would be happy to discuss this with you in further detail!

  10. "Yell as a business"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - DCSE in Scarborough, England
    Recommends
    Negative Outlook
    Approves of CEO

    I have been working at Yell full-time for more than a year

    Pros

    Good job experience, good benefits, nice employees and managers that care.

    Cons

    Workload, pressure, targets, daily schedule changes and misleading information from the higher ups. There's been a lot of negative reviews lately and yes my overall score was only 2 out of 5 however, the office in Scarborough has gone through a lot of change lately from a production site to more of a contact centre which is why the majority of people left. With staff leaving it has meant that their workload has been given to other people making their jobs much more stressful. Unfortunately staff are taking the increase in stress home with them which again means a few people may be on long term sick and when they go on leave their work also gets passed out. It's currently in a vicious cycle and until they can get more staff in (or move some of the work to another office, which is in process at the moment) it's going to continue that way. None of it is the managers fault, as they can only do what their told, I believe it is the fault of senior management (nobody at the Scarborough site) they are trying to rush through process changes without wanting to cause any disruption to the outputs.

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Found 15 reviews