A mixture of stress, tedium and satisfaction
First Response Contact Supervisor (Former Employee) – New Malden, Greater London – 16 October 2018
My job as a supervisor for LD's First Response Contact Team consisted of an average base workload that didn't typically change from day to day but on top of that a number of other smaller tasks and jobs to relieve the potential monotany. As a job involving dealing directly with customers my team's contentment was often dependant on the customers themselves; a single rude or unpleasant individual enough to cast a dampner on a person's day. During my years working there the workload shifted frequently, at times manageble, other times very high and stressful. Regardless I learnt alot from my work there, about the law, about administration and telephone skills, particularly how to deal with more difficult calls.
The most enjoyable part of the job was the feeling of being able to provide real assistance to the clients, which wasn't typically part of our job, as we were only in charge of gathering the initial information.
The most difficult part of the job was dealing with the sometimes drastic and sudden changes in the way we were expected to do our job and additional services and worksources which occasinally were not well organised. In addition in the later part of my employment the management applied an automatic transference system, putting clients through to us without warning or without pause, often leading to unfinished files building upon each other and a great deal of stress
Lack of Job Satisfaction and unreasonable demands from management