Senior Customer Service Administrator (Former Employee) – Wallsend, Tyne and Wear – 19 December 2017
* Extremely supportive and approachable management team and HR Department. * Lovely offices and good facilities (canteen and gym). * Great locations and public transport if you live in or around Newcastle city centre or Wallsend. * Relaxed training period. * Supportive and personable peers. * A good way to expand your customer service or financial sector CV.
* Probation period lasts a whole year. * Over-emphasis on human errors (known internally as "risks"). * Working hours and shift patterns are geared very much in favour of the company and not the staff. For example, once a month the shift patterns comprise of 8 days straight (which in my opinion is in itself a "risk" and leads to exhaustion and errors). Poor work / life balance. * No official breaks other than an hour's lunch, and not permitted outside unless on lunch. Feel cut off from the outside world. * Higher management sit right beside the agents, which leads to a constant feeling of "being in a fish bowl" and being constantly scrutinized (stressful and not a healthy working environment). * Mandatory overtime, so the company can make you work significantly extra hours on a weekly basis if busy (again poor work / life balance). * No time spent bonding as a team (no team meetings or time for fun and decompression or to share knowledge and learn as a team). * Antiquated systems. In particular you're expected to keep a daily time in motion study to account for every minute while on shift. * Disparity between Customer Service departments - doing the same role but some departments are exceptionallymore... busy while others are quiet by comparison. * Pay isn't on par with all of the aforementioned Cons.less
Finance Team Leader (Former Employee) – Newcastle upon Tyne, Tyne and Wear – 17 August 2017
Very enjoyable place to work. City centre location for HO is very handy. Real sense of focus and that it is going somewhere. Wage structure is on the lower side, but other staff benefits are good, subsidised social events etc.
Very friendly, structured, professional
Wages aren't great compared to other places in similar fields
Finance Officer (Current Employee) – Newcastle upon Tyne, Tyne and Wear – 18 April 2017
I enjoy my day to day role in the team and the camaraderie of my colleagues. There is a 'no blame' culture in place and support with workload when there is an excess. There are regular team meetings and all staff meetings to ensure that individuals are aware of the direction the company is moving, investments and achievements.
Staff treated like numbers. Salary does not reflect the work
Mortgage Case Owner (Former Employee) – Newcastle upon Tyne – 7 March 2017
I can only speak for the mortgage ops department as the rest of the company seems to be relatively alright.
There's many cons and very few pros. Targets are ridiculous and very few if any achieve these. If you do not achieve the required level you will be put on a coaching plan which are very hard to come off. The management lack any scope or direction and are often lost in no mans land when giving feedback or attempting to manage.
Staff morale is very low and nothing is done to improve this. Events or team building exercises are often planned but rarely carried out. Staff turnover is incredibly high for a professional office of this nature.
The staff are great that are there however all feel the same way. regarding the senior management. The work is varied and no two days are the same however this is not enough to make me recommend this as a place to work.
Serious changes are needed within this department.
staff, varying work
senior management, targets, acidic working atmosphere.
Senior Customer Service Advisor (Former Employee) – Newcastle upon Tyne, Tyne and Wear – 11 January 2017
The variety in your workload makes your day interesting and exciting. I have learned how to understand processes extending into other departments which helps you do your job better. People are friendly and helpful. Understanding complex matters can take time but you always have a help in hand. Completing tasks and writing a record of completed tasks makes me feel satisfied as to how productive I have been on the day so I can set myself a new target for the next day.
Mortgage Administrator (Former Employee) – Newcastle upon Tyne – 3 May 2016
Very high targets for both productivity and quality (95%). The systems are not user friendly making a task take longer than it should. The management also had high targets which made them unapproachable and impatient when asking them for advise or instruction on a task.
Newcastle, Customer Service Advisor (Former Employee) – Newcastle upon Tyne, ENG – 27 January 2015
When first started training was good. After completing the training we were put in a complaints line when the job was stated it was a customer service advisor opening new accounts and giving out balances to customers.
Senior Administration Clerk (Former Employee) – Newcastle City Centre – 16 May 2012
Very busy environment also demanding as customer focused I learnt all aspects of administration work relating customer related queries after investment accounts had been opened. Management Good Work colleagues excellent Very demanding but rewarding Customer service/satisfaction and nice working colleagues