After a month of really good training you are thrown in to the call centre and it's a different world. People do try to support you but they are so busy themselves it is hard to get the assistance you need. The amount of phone calls you have to take is so great you don't really have time to action all the help the caller needs. Which results in more phone calls as they chase up what is happening with their case. When you put your phone on 'do not disturb' to try and action tasks for a caller you are taken off 'do not disturb' by managers in order to take more calls. This is despite being told in the training that you would be able to do this, no problem. When we started training we were told that internally our job title would actually be Customer Service Case Manager. I can only describe it as being like a 999 operator and the ambulance service at the same time; having to fully manage an emergency situation whilst still taking large numbers of new calls about new emergency situations. The management told us that around half of new starters end up quitting after a few months, and I was unfortunately one of them. I was staying sometimes an hour after my shift ended just so I could work through cases without my phone ringing, and my stress levels were sky high. The staff are friendly and fully understand the struggle, but ultimately I think it's a company that prioritises task completion over its staff.