3mo
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that your experience didn’t reflect the supportive and people focused culture we work hard to maintain.
We do want to clarify a few points, as some of the information provided doesn’t reflect our policies or practices:
Working Hours and Overtime
Our customer-facing teams work Monday to Friday, 9am–5pm and we ask colleagues to arrive a few minutes early so they can log in and be ready to take customer calls when phone lines open at 9am. This ensures we deliver the level of service our customers expect.
To be clear:
• We do not require unpaid overtime
• On the rare occasions when overtime is offered, for example, for specific projects, it is always voluntary, agreed in advance and paid
Quality Assurance (QA)
QA exists to support consistency, development and customer experience, not to threaten anyone’s job. We regularly review the process and scoring to ensure fairness and provide coaching and support where needed. We’re sorry if this didn’t feel balanced during your time with us.
Food & Refreshments
We’re glad you mentioned the snacks, these are part of a wider offering of free food and drinks on site, which we introduced at the start of the UK cost of living crisis to help ensure every colleague has daily access to breakfast and lunch. This remains an important commitment for us.
Management
We appreciate your positive comments about the management team. They genuinely care about the wellbeing and development of their teams, and it’s encouraging to know this was felt.
