Telephone banking customer service staff member (Former Employee) – Leeds – 12 February 2018
Decent pay but not great. Expected to go the extra mile for customers but the company will not do the same for you. Told constantly that you’re making a difference but nothing in term of salary increases until the following year.
Customer Representative (Former Employee) – Leeds, West Yorkshire – 5 February 2018
9 and a half hours at a desk with a headset on, timed on how long you go to bathroom, non stop 1 after another calls continuously, boring dull monotonous soul destroying job for me. Some people seemed to love it, some bizarre people out there though.
Team Leader/Training Team Leader (Former Employee) – Leeds, West Yorkshire – 7 January 2018
I started off at First direct in the call centre for banking where I was expected to be .on the phones answering customer calls. I then progressed to the help desk and also taking calls regarding lost and stolen/ foreign and later complaints. I was then asked to join the training department of a new adventure with house hold and car insurance. I trained new representatives in not only the details of insurance but also in the First direct culture of customer service. First Direct culture was to have fun and as well as working hard and there was a lot of fun promotional days for staff to get involved in.
Difficult to progress due to volume oof staff applying
Account Opening Team Representative (Current Employee) – Leeds, West Yorkshire – 20 September 2017
first direct is a fantastic but demanding place to work. Struggle to balance aging systems with innovative approach to customer service. However brilliant culture, very friendly place to work and lots of support within the company.
Card Services Representative (Current Employee) – Leeds, West Yorkshire – 1 July 2017
This is a great place to work.
Your job will consist of dealing with customers and no day is ever the same. You will always have something to do and the people you will work with are some of the best in world and I've made friends for life.
I've been here for over 7 years and I'm wanting to look elsewhere because it's time for a change and I need somewhere that will offer me a career with room to advance.
Sales Advisor (Current Employee) – Leeds, West Yorkshire – 25 June 2017
Ok if you want to work in a call centre and don`t mind working shifts or weekends. It can be a very demanding environment. Usually flexible for people who have child commitments. Good benefits but its hard to get out of working unsociable hours as there a very few jobs Monday to Friday so competition is fierce.
free parking, on site nursery, canteen, gym, pension, healthcare
Unsociable hours, no extra pay for unsociable hours
Customer Service Advisor (Former Employee) – Hamilton – 9 October 2016
When I first started, first direct was a great company to work for but eventually first direct were trying to bring out simple technology such as the first direct app but could not cope with the amount of issues and complaints coming through so since then first direct has rapidly went down hill from there. The staff turnover is shocking and if your face doesn't fit, you will not advance there. Oh and they claim to not have sales targets, but they do. They instead name it "APPROACHES" so you have that as an extra added pressure.
Customer Service Representative (Former Employee) – Leeds – 24 May 2016
I started in 2007 in the call centre which advertises(still) as a customer service role. It is not. It is a highly targeted position in every way. From the time it takes you to complete a call through to sales targets every month which you must achieve. I moved to another department after a year which was lovely (still targeted) but after around four and a half years the business changed dramatically and has gotten worse ever since for staff. Too much pressure, to little staff and the goal posts are constantly being moved which is very demoralising....... I left and a good number of great reps followed suit which is a shame for the business. There are also many staff and managers off with stress so what does that say..... A real shame because the staff are lovely people and just want the best for customers
Sales & Service Advisor (Former Employee) – Leeds, ENG – 30 September 2015
A very busy call centre driven to provide excellent customer service by, listening to customers, identifying their needs then, providing a suitable product or solution. Ensuring all contact details are kept up to date. Providing accurate transaction details to customers, setting up payments, amending schedules, cancelling future payments. I learned a lot about banking rules and regulations. I had excellent team members although, it was quite difficult to locate a manager when required.
Customer Service Agent (Current Employee) – Leeds, ENG – 25 July 2015
this used to be a very good place to work but now you are expected t do four peoples jobs for one wage and there are even fighting giving the wage increase we deserve they try to make it fun by bringing round food and other things but all the staff want is decent pay and for them to get more staff so it is not so busy all the time they also need to look at the call grading system as this is now so unfair, if you miss out on saying one thing that the manager thinks you should have said at that point they can mark you down when it is not stated in procedures they say you should just know to say it.
flexible on hours as long as suits the business
long hours, not paid enought for what we have to do, not a fun place to work anymore
Long hours, so much pressure for very little pay. I started working here part time during my studies and that was great. When i worked full time I couldn't earn enough money each month to survive. They refuse to pay a living wage.
Customer Service Advisor (Former Employee) – Leeds, ENG – 31 March 2015
A typical day at work is answering inbound calls from customers wanting to do various banking requests Can be a very boring role Not much support from Management Not as much support for progression as made out to be It is advertised as not being targeted sales role (it is) Good Salary & Benefits Expect to do early & late starts The most enjoyable part of the job is having a nice conversation with customers The worst part of the job is being shouted at by rude customers & not having support from management to take the call.
Senior Underwriter & Debt Counsellor (Current Employee) – Leeds, ENG – 4 January 2015
Working in the Financial Sector is changing and becoming more regulated which is an acceptable part of life. This does however make the job I do more prescriptive and I feel I am no longer allowed to offer my customers the same level of service I have been used to in the past.
I am therefore looking for a change in direction to use my newly acquired skills and find a role which is more fulfilling.