first direct
Happiness score is 45 out of 100
3.2 out of 5 stars.
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first direct Careers and Employment

Work happiness

Scores based on about 23 responses to Indeed's survey on work happiness
Do people feel happy at work most of the time?
Do people feel that they are paid fairly for their work?
Do people feel they can get support and encouragement from colleagues at work?

About the company

  • CEO
    Joseph Gordon
    approve of Joseph Gordon's performance
  • Founded
  • Company size
    1,001 to 5,000
  • Industry
  • Headquarters
    40 Wakefield Road, Leeds,...
  • Link
    first direct website
Learn more

Rating overview

Rating is calculated based on 113 reviews and is evolving.



Project Manager in Leeds, West Yorkshire
on 31 August 2022
Not the same as it used to be
Spanning a 23 year career in the early days first direct was one of the best places to work. Plenty of scope and opportunities for employees. Talent was nurtured, people were well treated and invested in as the business grew. Happy colleagues, happy customers back then. Over time, the culture changed drastically. The operation became driven more by the HSBC Global Corporate business values, much of this great culture was stripped right back. I fear it will never return to the great place to work it once was unfortunately. I do consider myself lucky to have experienced it at its best.
Customer Service Advisor in Leeds
on 11 September 2022
Anxiety inducing environment
No investment in IT so expect to be in (or turning on the computer at home) approx 30mins before shift start, unpaid, to start the ancient software up. After the initial classroom training most changes which are almost weekly are emailed and expected you'll keep up to date in your own time. Never get a holiday approved for when you want. Every shift pattern includes at least 1 weekend day and 1 shift upto 2200, impossible to swap. You can't go for a wee outside of your break/lunch. Constant grief from customers, regularly see colleagues crying, going for a walk around the building and then having to go straight back to more phonecalls. Various departments recently dissolved and their work added to the CSA, with training delivered by email slides. Remotely call monitored by about 3 different teams. Login/breaks/toilet trips live monitored. Apart from good morning you will not speak to anyone except customers for the full shift. A very lonely experience.
Bank Supervisor in Leeds
on 5 August 2022
Unachievable targets
Very busy call centreTargets hard to achieveConstantly having to justify yourself when it comes to targets setSet hours that generally include a weekend shift a d very difficult to get holiday agreed
Customer Representative in Hamilton, South Lanarkshire
on 1 August 2022
Worst place ever!!
STAY AWAY! If u care about your health look elsewhere, worst place to work for, feels like your getting watched 24/7 and judged on everything. Act like they care about you as a person but don’t and get criticised for anything. Pay is good but everything else takes that away. No work life balance and no time to yourself. 30 min lunch and need to rush your food down or 1 minute over your lunch time gets pulled up for. People were nice it was just my manager took their job too serious but really was not fit to be a manager and should not have been given the role and should potentially be sacked. Get barely any training and move you on when clearly not ready.
Customer Service Advisor in Plymouth
on 27 July 2022
Very supportive
Really supportive company to work for.I have a long term health issue, which means I take time off frequently.They have been very supportive of me and honestly it feels like a breath of fresh air compared to my old employer.Customers are great and rarely complain.

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Questions and answers

People have asked 23 questions about working at first direct. See the answers, explore popular topics and discover unique insights from first direct employees.

See questions about:

  • Interviews
  • Working Hours
  • Working Environment
  • Hiring Process
  • Salaries
  • Working Culture
  • Benefits
  • Company Future
  • Dress Code
  • Job Opportunities
  • Promotion
  • Shifts
  • Work from Home

Interview insights

Insights from 96 Indeed users who have interviewed with first direct within the last 5 years.

Average experience
Interview is average
Process takes about a month

Interview questions

How is your work ethic?

Shared on 3 January 2019

Telephone interview/assesment/final interview

Shared on 19 September 2018

Competency based around technology, customer service, complaint handling and risk taking

Shared on 23 April 2017

Common questions about first direct

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