Vantaggi
Very few pros, salary for the position is okay but not great. Would not recommend any part of RBS - I actually recommend moving banks they are that poorly run
Svantaggi
Where to begin - Team managers are lazy and seem to enjoy constantly threatening people's jobs over losses which they admit they would have done the same thing on. Some won't even do their job the first hour of their shift - even when built out to do a specific task they rely on normal members of staff and not even deputy's to run an entire department while they go to the canteen when supposed to be working - I have had to do their jobs whilst also juggling mine many mornings. The floor managers (bar 1 however I will not name names) are abysmal. None of them have any people skills in a job where it is essential, and not a single ounce of compassion. An example would be where a colleague was needing surgery and they would not give that person a day off for an essential pre appointment and demanded they swapped a shift. Another would be a refusal of a holiday for a MOS who needed that as she was receiving IVF treatment that day. There are literally no routes of progression other than working up to manager level as every department connected to fraud which is non customer facing is facing redundancies and downsizing with their jobs being moved to India, for no reason other than to save RBSG money. This means that the entire department is depressing with it being a matter of time until another persons job is moved over to India. The bonus system has been edited to benefit staff less, and the grades for this can be given to you by someone who doesn't know you at all and only goes off of statistics such as AHT which actually makes no sense - by all means not wasting time on calls is important. However the amount of pressure put on staff to reach ever lowering targets meaning that customer service skills are thrown out of the window in order to get a customer off of the phone as fast as possible. Absences and the treatment you receive in regards to this seems to be very inconsistent in the way that some staff members jobs are threatened after 2 absences in six months yet that same manager has had more days off due to absences in the last 6 months than they have been in work; leaving work early and making up random reasons why (boilers broken at home... at midnight and so nothing would get done until the next day after their shift would end anyway). There is a reason there is, as my manager puts it, a "revolving door" of staff. It's not the job itself; the job can be interesting especially on higher risk calls when unskilled. The reason people are constantly leaving is the ridiculous treatment of staff highlighted above and then the pressure put on them by staff leaving and not replacing them in a timely manner. This means that there are more calls waiting to be handled, creating worse cases to deal with through escalations and complaints. The place is ran with no long term plan in mind and because of this there will never truly be a change. No one wants to work in a place where you feel you're constantly at threat for losing your job for menial reasons.