Working at Liberata: 76 Liberata Reviews

Stressful, underpaid and undervalued

Benefits Assessor (Former Employee) - Remote - Barrow-in-Furness - 12 November 2023

Indeed featured review

The most useful review selected by Indeed

Training is 12 weeks, not long enough, need far more support as very complex job but you can’t ask Colleagues as that will affect their times, just send them a quick message after all what’s so complicated about Benefits rules and regulations?!? Pay is just above minimum wage which is ridiculous as it is extremely difficult and stressful, although the stress is imposed by the Company with their Activity Work Log, every job is timed and you’re monitored by Microsoft Teams to make sure you’re permanently active, then each week your figures for performance/speed and accuracy are discussed with your Team Leader, if you’re not meeting the unrealistic stressful targets then you’re monitored. They say it’s for charging the Customer but even the 2 x 10 min paid breaks and unpaid lunch break have to have the timelog running so that rubbishes that theory it’s just basically zero trust, Big Brother is watching. Homeworkers have zero face to face communication/chats with Colleagues, apart from a team meeting every 3 months, you can message but that’s it, after all time is money! Wellbeing programme - ticks all the right boxes but they’re not actually interested in your mental health, just keep your head down, work every single minute of every day, zero interaction with Colleagues and if you’re struggling on a claim well you’re not allowed to actually speak to anyone for help, just message! Lots of emails from the Company but you can’t have a time work log running when you read them to keep up to date with the ever changing policies, you’ve got to either read in your own time or leave -

Pros

Flexitime

Cons

Extremely stressful, isolating and terribly paid

Was this review helpful?

Flexible working

Revenue Officer (Current Employee) - Barrow-In-Furness, Cumbria - 15 November 2023

Flexible working is a positive for me, good to work around school hours. Current management understanding and supportive. Would be nice to receive better pay.

Was this review helpful?

Flexi time is great - pay is awful

Benefits Assessor (Current Employee) - Pendle - 6 November 2023

I do enjoy working here and dealing with claims - I just think there could be more communication with management and more pay for the workers. You will start on 21k salary and in 10 years time - you will still be on that 21k salary - no pay rises and no room for progression. Whilst all other businesses are offering more money for less work Liberata are still thinking it's 2016 and 21k for a lot of work and effort is acceptable. Then they wonder why there aren't many new starters and people leave. The best bit of this job is the flexi time, having extra days holiday as you've built up time is great. Fixing claims and updating them is also very satisfying. Just... please review your pay!!

Pros

Flexi

Cons

Low pay

Was this review helpful?

Busy stressful but fun

Customer Service Advisor (Current Employee) - Barrow-In-Furness, Cumbria - 19 September 2023

I enjoy my job and the office environment most of the time, it can be stressful at times but the flexibility I've been given is second to none. If you can deal with the customers you can deal with anything this job throws at you!

Was this review helpful?

Decent Flexible Job

Revenue Officer (Current Employee) - Barrow-In-Furness, Cumbria - 24 August 2023

Been here for a few years now. Management are friendly and supportive. The quality team do their best but training is average.Hours are flexible but targets are very unrealistic and stressful.Pay is minimum wage which is a shame as it’s a high skilled job.

Was this review helpful?

Not a good place to work, unfortunately

Income Officer (Former Employee) - Bromley - 21 August 2023

I worked for the company for a number of years. I loved my job for a few years but as with any organisation. Things. Changed. Not for the better either. Money motivated, did not care for staff properly and very toxic and stressful. Management were not the best despite raining concerns. I spent time not wanting to go to work because it was bad. I can only speak on the department I worked on and at the time, most of the team felt the same way. Raised but never addressed. Very high staff turn over.

Pros

None

Was this review helpful?

Awful

Revenue Officer (Current Employee) - Remote - 21 July 2023

Full of micromanaging, can barely scratch your nose without someone tell you off for it. Inadequate training and bad management leads to poor performance and unbearable stress. Very high staff turnover time

Was this review helpful?

Toxic work environment

Customer Service Advisor (Former Employee) - Burnley - 23 June 2023

Every day is awful. Higher management rude and not interestedno care for staff wellbeing and only. Team leaders try their best but heavily micro management. Stressful and toxic work culture

Pros

None

Was this review helpful?

Awful experience in Customer Services

Customer Service Adviser (Former Employee) - Barrow-In-Furness, Cumbria - 16 March 2023

This is the most unsupportive work place I have ever known. The customer service department has such a high staff turnover because staff are undervalued, under paid, not given adequate training and support and over worked. The supervisors who are responsible for training aren't even fully trained themselves in some areas so can't provide sufficient training or support. The management team do not care about staff wellbeing they are more interested in planning their next night out, what they're having for lunch or posting quotes on social media about how people are annoying which doesn't give the impression that they want to help or support people. So many good staff have left the company due to bad management. Promotions aren't given on talent or experience but on saying the right words in interviews. You're just a number and that's made very clear. There are some good team leaders but they get micro managed by higher management and don't use their own initiative. Everything you do is monitored, if you're too long on the toilet you'll get pulled up about it. Everyone is stressed out all the time.

Pros

Hours, no weekends or late shifts

Cons

Pay, no support, bad management, lack of training

Was this review helpful?

Great Place to Work

Head of Sales & Marketing (Current Employee) - Home Based - 15 March 2023

Best place that I have worked for many years. Management is clear in the priorities and supportive of all employees. The move to remote working during lock-down was rapid and seamless. Feel that the company really cares about my well-being.

Pros

Most things

Cons

Isolation due to remote working / home-based

Was this review helpful?

Not the best!

Team Manager (Former Employee) - North West - 11 February 2023

Low salaries results in the loss of many talented and productive employees.Little recognition is given and no reward to employees who go above and beyond.Failure to deal with the incompetence of some members of staff results in ill feeling & a poor working environment. Higher management show no interest in the 'minions' and appear to concentrate solely on how and when they will achieve their next bonus.The Company claim to be tech driven but this is soley to cut costs by reducing staffing levels which leaves remaining staff members stressed as they are left to correct errors caused by alleged automation...

Pros

Flexible working

Cons

No recognition for emoyees who go above & beyond

Was this review helpful?

Flexible working

Council Tax Officer (Current Employee) - Barrow-In-Furness - 24 January 2023

I enjoy working remotely from home and this job gives that as well as flexible working hours. The management team are very understanding and supportive. There is scope to progress within the company.

Was this review helpful?

Progression

Customer Service Advisor (Current Employee) - Burnley, Lancashire - 14 October 2022

You have opportunity if you work hard to progress into new and challenging roles I have felt supported by my managers to move upwards on my career path. The job can be stressful but the team I work with out weigh the negatives

Was this review helpful?

Awful place to work

Housing Benefit Assessor (Former Employee) - Barrow-in-Furness, Cumbria - 7 September 2022

Awful place to work. Managers and team leaders on your back all the time. Unachievable targets set and additional records of work to be done, alongside what is already an extremely heavy workload. No wonder I was so stressed all the time.

Pros

None

Cons

Excessive pressure

Was this review helpful?

Stressful working environment

Customer Service Advisor (Current Employee) - Barrow-In-Furness, Cumbria - 20 July 2022

Customer Service can be hard everywhere,but here it seems so much more so!! Management don't seem to care about employees well being although they say it's high in priority, yes there is help for mental well-being but management should also be there to support staff!

Was this review helpful?

Official response from Liberata

26 July 2022

Thank you for taking the time to share your feedback, which is useful as it is our intention to make Liberata an employer of choice and we are sad to learn that during your time with us we did not meet your expectations. Liberata wishes to ensure that all employees can expect to be treated with dignity and respect and is committed to promoting equality of opportunity whilst striving to ensure that everyone’s needs are met. Liberata would always encourage any employee who feels that they are not supported at work to contact our HR Department, so we can work together to find a solution. We have a number of policies in place, e.g. Grievance, Dignity at Work, Code of Conduct etc whereby you would have the opportunity to voice any dissatisfaction. Please feel free to contact the HR Shared Service Centre who will arrange for the relevant HR Manager to contact you to discuss your feedback further so we can make Liberata a better company for everyone. As you reference, Liberata has a number of wellbeing measures in place to ensure that we support our people in the workplace and achieve their full potential. Kind Regards,The Liberata Team

Great Place

Marketing and Propositions Manager (Current Employee) - Remote - 18 August 2021

I have been at Liberata for around 7 months now, regardless of the pandemic, I am a remote worker so I am not based in an office. But that hasn't made a difference, since joining everyone has been very welcoming and will always to try to help where they can. It has a very family feel to the company from the people I have engaged with so far. We have regular Teams calls so I get that personal interaction and should I need to speak to someone they are always on a video call which is brilliant. My work-life balance has been restored as it never existed at my old company as we were expected to be online no matter what. But it's completely different here and it has massively helped myself and my family. From my short time, you can see that the business is trying to change its internal culture and this has already started to make a difference. So it's a very exciting time ahead. There are some challenges with internal processes etc, but these are also still quite new to the business so it's a learning curve for everyone. But you can see it's moving in the right direction.

Pros

Great work life balance

Cons

Internal processes can hinder progress sometimes, but it is trying to address this

Was this review helpful?

Official response from Liberata

27 August 2021

Thank you for taking the time to leave us a positive review. We are glad you are enjoying your time here at Liberata.

Unprofessional

Finance Officer (Former Employee) - Cardiff - 30 July 2021

Management placed in their positions with no prior experience, unprofessional; they like to keep inexperienced staff to make themselves look good. When I first started working for the company I thought this was a very respectable, professional business where I will grow and better myself. I couldn’t be more wrong. On my first day the interviewing manager didn’t even acknowledge my presence in the office, did not speak to me for four days. I was poorly treated, unsupported and “told off” like a child in front of other members of the team. Higher management extremely unprofessional with customers and suppliers, calling them names in the middle of the office each time after a conference call etc.Liberata was by far the worst work place/environment I ever experienced!

Pros

Free fruit on a Monday 😂

Cons

Poor management, treated like a child, unprofessional management

Was this review helpful?

Official response from Liberata

27 August 2021

In respect of the aspects of working with Liberata which did not meet your expectations, Liberata wishes to ensure that all employees can expect to be treated with dignity and respect and is committed to promoting equality of opportunity whilst striving to ensure that everyone’s needs are met. There are a number of policies in place which could have supported you, such as our Dignity at Work Policy, Code of Conduct and Grievance Policy. Liberata would always encourage any employee who feels that they are not supported at work to contact our HR Department, so we can work together to find a solution. All new starters are supported by Liberata’s newly introduced Corporate Induction programme which is followed up by a probationary review period where employees have the opportunity to raise any training needs or concerns with their line manager. This year we are also focussed on rolling out a bespoke leadership and management initiative to support our managers to be the best leaders they can be. May we take this opportunity to thank you for your service and wish you all the very best for the future.

Not supportive and unpleasant

Liberata (Former Employee) - United Kingdom - 15 June 2021

Managers not supportive enough. Not enough training and way too much to be expected considering this. I felt that way more could have been done to support staff and ensure they are happy in their roles

Pros

None

Cons

Stressful, hard, unsupportive

Was this review helpful?

Official response from Liberata

13 August 2021

Thank you for taking the time to share your feedback with us. Without knowing precisely where you worked in the organisation it is very difficult to comment on your experience. Our intention is to make Liberata an employer of choice and we are sad to learn that during your time with us we did not meet your expectations. Liberata has a number of policies in place, e.g. Dignity at Work, Code of Conduct etc whereby you would have the opportunity to voice any dissatisfaction. If you did not do this at the time, please feel free to contact the HR Shared Service Centre who will arrange for the relevant HR Manager to contact you to discuss your feedback further so we can make Liberata a better company for everyone.

Awful company

Customer Service Advisor (Former Employee) - Barrow-In-Furness, Cumbria - 13 June 2021

Management more bothered about call levels not staff. Staffs mental well-being isn’t a priority although they say it is, staff are constantly leaving due to mental health

Pros

None

Cons

Everything

Was this review helpful?

Official response from Liberata

13 August 2021

In respect of the aspects of working with Liberata which did not meet your expectations, Liberata wishes to ensure that all employees can expect to be treated with dignity and respect and is committed to promoting equality of opportunity whilst striving to ensure that everyone’s needs are met. Liberata has a number of wellbeing and support initiatives, e.g. Access to the Liberata Wellbeing Hub, access to Liberata’s employee assistance programme etc to ensure that we can continue to support our people in order that they can achieve their full potential.

Awful work ethics

revenues officer maintaining council tax records (Former Employee) - Bromley - 21 February 2021

Managets are bullys who only hire if your face fits. You have to be a yes person rather than a hard worker. Every team has a clique and it is hard to fit in .They care more about stats than ones health.

Pros

non

Cons

Bad management

Was this review helpful?

Official response from Liberata

13 August 2021

Thank you for sharing your feedback. It is always our intention that individuals are managed in a fair and consistent manner via the application of the relevant organisational processes and procedures e.g. Recruitment and Selection Policy, Code of Conduct, Dignity at Work Policy, Employee Capability and Performance Management Policy, Grievance Policy etc; which are available to all employees via our intranet site. Liberata has embarked on a bespoke leadership and management initiative to support our managers to be the best leaders they can be. Liberata would always encourage any employee who feels that they are not supported at work to contact our HR Department, so we can work together to find a solution.

Worked for customer service

Customer Service Advisor (Former Employee) - Barrow-In-Furness - 27 January 2021

Customer service is so stressful you get no benefits or credits for the amount your have to put up with. Management are awful. Lack of communication within the company. Wouldn’t recommend to anyone unless you wanna be depressed and stressed. Everyone in there wants out.

Pros

None

Cons

Stressful

Was this review helpful?

Official response from Liberata

13 August 2021

Thank you for taking the time to share your feedback, which is useful as it is our intention to make Liberata an employer of choice and we are sad to learn that during your time with us we did not meet your expectations. With regard to your reference concerning Liberata’s working environment, we have a number of policies in place, e.g. Dignity at Work, Code of Conduct etc whereby you would have the opportunity to voice any dissatisfaction. If you did not do this at the time, please feel free to contact the HR Shared Service Centre who will arrange for the relevant HR Manager to contact you to discuss your feedback further so we can make Liberata a better company for everyone.