Customer service advisor, paygo, cardiff
Customer Advisor/Paygo (Former Employee) – Cardiff Gate – 15 July 2016
I think this is perphaps the worst job l have had. Worked here for around nine months. If your over 30 this is not the job is probably not for you. The work-floor or office space is filled with a couple of hundred of advisors who look like big brother (wannbe) candidates. Some of which are actually bosses. Anyhow in a typical day you have to make around 6 to 7 calls in an hour and be available to take calls 85%of the time. Suprisingly this can be hard to achieve if you have not previously done this type of work before. This maybe due to the fact that when a call ends you still may have notes to finish from that call- which in turn stops you being availalable for the next call.The system of paygo meters in customers homes is to complex for such a straight-forward entity, many customers do not understand the weekly standing charge and the weekly debt recovery rates, let alone the staff. The complaints procedure is also complicated as each individual manager has a different solution, from another manager.
One of the worst part of the job is call listening, this is very degrading to say the least. The manager pulls a series of calls that you have made and then whilst the customer is swearing and threatening to fill you in etc, but maybe if you have not asked a relevant question you get castigated. A large part of the problems with SSE is that although the training and trainers is very good, it is not comprehensive, and many of the issues that customers ring in about are overlapping with other departments. Which the advisors do not have much knowledge about.Subsequently departments are happy to keep you on hold and then after around 10 mins say sorry they cannot help you- you need to ring another department. Ultimately this can lead to your dismissal.
Another bad part of the job, is the safety moment. Typically managers ask advisors for examples of accidents/near misses, at a meeting. You then share these moments with other colleagues i.e today l tripped over my cat on the hallway stairs etc. I think they do this type of exercise in infant schools. Also the department where complaints are escalated to can be very sarcastic and usually will do everything not to take a complaint call off you. This will eat into your call time. My advice is to goodwill the customer if any sign of a complaint, advisors get £20 to £30 for each customer. I used to enjoy resolving problems in this way as many of the customers are on low incomes hence paygo meters.
Finally the best part of the job was geting canned. I could have gave my bosses a pat on the back and a cigar.Thoroughly miserable place to work, surrounded by scruffy/slobby people.Managers throughout the day handing advisors sweets or cream cakes out (keeping sugar levels up -so thet act hyper on the phones). Most advisers ignorant of this (ignorance is bliss). However ldid work a handful of really nice people at SSE.
Parking rules were a joke, 2 days out of five you cannot use the car park, but if you start later than 8.30am -no spaces available. In the end l opted out and parked in pontprennau everyday. Saved being patronised, rather the threat of having car vandalised by local residents. Working hours were always getting worse, typically expect to work 2 late shifts a week, until 8pm. And every over Saturday until 4pm. Although as l left there were plans for staff to work until 10pm and work one sunday every eight weeks.
Literally everyone l worked with, fellow colleagues :would say l want to get out of this place. It is worth remembering they hire en bloc and they get rid of their staff in much the same way.
Bad parking rules/boring yet complex work/scruffy colleagues