Badly Managed, Badly organised, badly funded and badly resourced
Movement Controller (Former Employee) – Birmingham, ENG – 25 August 2014
The Management were detached from the work force. They would source insufficent staff for the busiest times of the day, and too many for the quieter times. Which equated in people being paid to sit idle, doing nothing, and when they were needed for the busy periods, they were gone home having finished their contracted hours.
There was a lot of in operation bullying. Un-professional attitudes, passengers of certain ethnicities treated differently to others.
I learned how to manage complaints and how to deal with irate people in a professional, pragmatic and patient manner. Ensuring that any issue I would see through to fruition and that persons satisfaction. If it should be passed to management it would be swept under the carpet and not addressed.
The most enjoyable part of the job was when elderly or disabled passengers would thank us for the service we provided - stating that they would not be able to go on holiday if it werent for the service we provided.
12hour night shift with insufficient staff