Customer Claims Handler (Former Employee) – Birmingham, Trinity Park – 17 November 2018
The expectation of Claim Handlers to manage calls and your own portfolio of claims is stupidly unrealistic. When applying you're told over the phone by the recruitment team that you will be handling your own portfolio of claims but they fail to tell you that in reality you're priority will be answering incoming calls, until you're invited for an interview. Managing both is impossible due to the volume of calls, and management (senior managers and team leaders) are blind to this. The pay is a grave injustice when compared to the amount of work management expect from you. Unless you're desperate for a job, my advice would be to look elsewhere, this job will negatively impact you psychologically aswell as your social life.
From day to day you'll start by logging into your phone (be aware, if you're a few minutes late, this will be noted even though you're highly likely to stay after your shift ends if you're stuck on a call. This can range anywhere from 15-45+ minutes. Management have an evasive attitude to this) from the get go you're expected to prioritise any calls waiting. At the same time you're expected to look at "New claims" that have been assigned to you from the day before and other work items in your portfolio. How you manage calls and workload at the same time? I don't know. If you're unable to do this you're made to feel incompetent in your role. Their expectations are physically impossible. Also, over the course of the day your breaks, lunches etc are monitored by codes on the phone you log into. There comes a point that you're afraid to leave your seat to gomore... to the toilet because management will question you about this. You're also expected to take up other opportunities in order to "progress" further in your role. This means extra work on top of you're existing workload.
You will join a team of typically 10 people (some will see sense and leave before they're up on the "floor") and will train together at the beginning and possibly stay as a team going forward unless you're needed to fill gaps in other teams. Training is barely relevant to your job role.
Once training is completed, you'll be taken to your floor and assigned a poor excuse of technology which they refer to as you're computer and telephone. A very noisy, unclean and uncomfortable environment that quickly becomes unbearable. There is only a handful of genuine people that are willing to help, the rest will not hesitate to step on you to impress management. Be careful and trust a few, do this and you'll survive long enough to see past the false nature of the company. Management will come across as understanding and supportive but in reality they couldn't care less, to them you're another number that's easily replaced. All your hardwork is considered effective leading skills of of your team leader, do not expect to be commended for your efforts therefore making your development difficult. You're also encouraged to contribute ideas to help improve the efficiency of the work you do. Don't bother, this entails a process long enough that you'll forget or made to feel stupid at the end.
Managers will have their favourites and they will be prioritized over you. This is blatantly obvious from the first day on the job. Doesn't take long to realise that managememt share bonds outside of work with their favourites making it impossible for anyone that doesn't associate with them to progress in the workplace. Best you'll get is false hope.
The company values are heavily contradicted. Not only are the staff mistreated but customers also. Customer claims are not actioned as promised, unless they call in wanting to complain about the lack of action taken on their claim. Majority calls are customer complaints because of the poor decisions made by management resulting in you having to take the brunt of the customer's frustration, not that management care. Truth be told, you cannot do your job, assess claims as you should, manage claims as you should and treat customers as you should (fairly) simply because you are not allowed to as you're are not given the time to do so. If you do take time to do your actual job then you are considered to be "shirking" and management will quickly highlight this. The Directors really need to intervene because a company as credible as Allianz should not be run by a bunch of amateurs.
There's a lot more that can be said but to conclude, if you value self respect then don't bother considering this job. Save yourself the disappointment and stress, and look elsewhere.less
Customer Service Assistant (Former Employee) – Milton Keynes, Buckinghamshire – 3 September 2018
This is your stereotypical call centre where it's calls, calls, calls and more calls, no room for progression. EVERYTHING is time monitored. You are nothing more than a machine that's there to answer a phone.
We work In a call centre and stats are very important to management however it does not give a ture reading o what we have to do on a daily basis. The telephones are very busy and again you are given little time to complete the work you are given.
We are given very good benefits and flexible working hours they have always been very flexible.
I did enjoy working for the company. However the last year and half the work place was very insecure. They have made a lot of changes and continued to change everything making us feel like we would lose our jobs which did happened. We are all made redundant.
Customer Service (Current Employee) – Milton Keynes – 8 January 2017
OK place to work. There is minimal training provided and more of a sink or swim method is used. Co-workers depends on where you work within the business. I enjoy speaking to different customers on the phones.
When I heard one of the senior managers say "fit in or **** ***", I thought it was a joke. But it became apparent that this is part of the culture at Home & Legacy, and this attitude must be passed down to the team leaders due to the way that they treat their staff. Most people are there because of the salary, but if you expect to be treated fairly when it comes to working hours (if you have a child, then you can ask for a 4 day week, even if you are male. They say no at first but you just need to threaten to go to HR or even say you cant have children and you will get the 4 day working week, no matter the age of the child), or the annual bonus then this isn't the place to work (unless your face fits of course). All in all, a vile place to work.
A hotliner is a person who solves technical problems concerning SFR's internet connection, landline and television problems.
Claims handler (Former Employee) – roster, UK – 22 November 2016
Working in SFR really broadened my knowledge as i use internet every single day. I learnt how to diagnose internet problems at my place without depending on others. Also, i learnt more about internet connections and how it functions.