Overall, a day in the Customer Relations department is a jumbled and poorly thought out, mismanaged mess.
Middle and upper management have little to no involvement in the day-to-day of the department, and spend the vast majority of the day in meetings. The majority of the heavy lifting is left to the people working directly on the line of the operation:
Phones operators/ letter writers - Thos who spend their day dealing with unrealistic targets, being pulled from pillar to post, and no in-the-moment recognition.
Lower management - The Team Leaders who perform face to face interaction and coaching. I'm close with one of these leaders who confirms my suspicions that their workload was similar to mine - Outdated, unrealistic, and entirely unmotivated.
The brand is not represented here. If you're expecting the same service as you would get on a Virgin Atlantic flight, you're mistaken. It's an old fashioned, out of date industry which is not accommodating of the Virgin brand.
Long hours, overload, stress, poor management, no progression, poor decision making from upper management