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first direct
3.2 out of 5 stars.
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first direct Careers and Employment

About the company

  • CEO
    Joseph Gordon
  • Founded
  • Company size
    1,001 to 5,000
  • Industry


Salary estimated from 58 employees, users, and past and present job advertisements on Indeed.

Rating overview

Rating is calculated based on 98 reviews and is evolving.


Customer Service Advisor in Hamilton, South Lanarkshire
on 17 October 2020
training was great fun, even though it was working from home due to covid, so we done this through zoom. i felt that we didnt have enough training due to this but they did cut back a lot of stage 1 stuff. after training and going into my team, the first couple days were fine, then my manager would constantly find faults with everything i did.. i took an asthma attack and got a warning for it because i didn't tell her before dragging myself upstairs for an inhaler, after this, all i got from her was constant abuse (i wish i recorded the calls) everything i done was wrong. it was fine if you knew her before management. she took an instant disliking to me, so was screwed from the beginning, a few managers have been seconded and from being an advisor to now a manager, they have all got power trips (not the only one to have problems with managers)
Bank staff in Leeds
on 27 May 2021
Amazing management
Brilliant management at FD, they really care for the staffs well-being. Would recommend to anyone if a phone-based job is what you’re looking for! They have flexible shift patterns and are a very focused and thriving business.
Customer Service Representative in Leeds
on 25 March 2021
first direct USED to be an amazing place to work
first direct used to a thriving employer with an amazing workplace culture. Since the global pandemic that has declined rapidly. They have done nothing to support their staff with working from home, and have no clear plan to get people back into the office. I spoke up multiple times about struggling with mental health since working from home and no plans were put in place to support me, it felt that the leadership team gave me the stance of 'if you are not happy you know where the door is'. Prior to this, I was successful and a top performer within the business really looking to develop within the company and was on track to do so. I used to recommend working for first direct, I now would advise anyone that wants to get paid every month and have no engagement within the workplace go to work to get paid sure apply for first direct. If you want a career, keep looking.
Customer Service Assistant in Leeds, West Yorkshire
on 4 February 2021
Typical call centre job
It's a typical call centre job in terms that every day is the same repetitive call taking. Breaks and lunch times are not very generous. The original training of 6 weeks was quite enjoyable and I made some great friends. I feel that alot of how you feel about working here will depend on who you end up working with. For example after the initial training, you have two weeks in academy with a coach to practice before going into the actual call centre on your own. I was lucky my coach was nice but I noticed that others in my group had coaches who were on power trips, really rude and honestly enough to put people off working there. The same applies for management, again I have had two really lovely managers but afew in my training group have described horrible management experiences.The pay is fair for the work that you do and there seems to be regular overtime opportunities. However it was unclear how to progress in terms of pay increases. Its not made clear and seems largely on your manager decision. So a more experienced colleague in my team is paid the same as me, despite him being able to carry alot more of the tasks that I can. The same seems to apply for career progression, no clear route or requirements are mentioned.Overall I would say its a job best for those who need steady hours and pay rather than someone looking for career progression. Or excitement.
Customer Service Representative in Leeds, West Yorkshire
on 21 October 2020
Awful place to work
Absolutely awful place to work would avoid this if your interested in having a social life. No chance of changes to shifts, strict breaks & lunches, monitored throughout the day to make sure you follow these if not you will be disciplined. Management are slack and try to send you elsewhere.

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Interview insights

Insights from 61 Indeed users who have interviewed with first direct within the last 5 years.
Average experience
Interview is average
Process takes about a week

Interview questions

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
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