LV= Careers and Employment

Work happiness

Scores based on about 15 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 are achieving most of their goals at work?

About the company

Founded
1843
Company size
1,001 to 5,000
Revenue
£366m to £730m (GBP)
Industry
Insurance
Headquarters
Bournemouth, UK
Link
LV= website

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Rating overview

Rating is calculated based on 42 reviews and is evolving.

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Reviews

Customer Service Representative in Bournemouth, Dorset

on 4 June 2022

Toxic all round

At the time I was there, there was little considerations made about work/life culture. the company would tout all these things it had -- a gym, meditation rooms, other activities away from the day-to-day such as volunteering and health breaks -- But there was always an unspoken rule of "don't do any of that, you'll have to make the time up later". Indeed, that was the overall idea at LV -- You either stuck rigidly to their rules, or you paid for it later. Time was always used against you somehow.CSRs were, on the whole, a great bunch. There was a sense of being in the trenches together as most days were extremely busy. Managers and TLs were usually present, but seemed to be annoyed by CSRs bringing issues to them, and would rather be talking amongst themselves or organising parties (there were a good number of those, apparently...) than doing anything else. Unfortunately, becoming a TL seemed to be the only real career progression in the company for CSRs, and TLs were often picked out of favouritism than those who had the knowledge or worked hard. Always had to deal with the random threat of "awards" which felt like passive aggressive team building.The scheduling was also a nightmare to deal with. Your daily schedule could change at any time at the behest of a manager you never met who didn't care what your circumstances were -- You were just a number on a sheet. As many have pointed out, you're expected to be early (not just on time) and stay after hours if a call was ongoing after your shift finished. this lead to CSRs passing off calls to others just to get away, or lingering in standby to avoid taking a call close to the end of your shift. You also had no idea if your schedule was changed AFTER you left for the day, because your scheduled hours could only be accessed on an internal timetable -- Though this may have changed since my time."Old World" and "New World" systems. I sincerely hope nobody ever has to use the OW system again -- It was from the early 90s and it felt like it was one foot in the grave.The canteen ran on a card system. Felt like a rip-off. Toilets were always busy or, in some cases, forever being clogged/broken (I'll spare you the worst stories...)No parking -- Despite having a large car park, those spaces were for non-CSR staff, and any spaces that opened up had a waiting list of around FIVE YEARS. Hope you like taking a shuttle bus to a random gravel field where you're parked, or like taking the bus (though you get a substantial discount on transport apps). Though if you take the bus, expect to be forever early or late, and in winter especially it goes off at 8pm -- woe betide you get stuck on an 8pm shift end, you're screwed.

Customer Service Advisor in Exeter, Devon

on 5 July 2022

Avoid took 3 weeks to know I had a job

Be prepared to start 30 minutes early to make sure your laptop is on and ready on time as the tech they provide is prehistoric. They’re still using windows 2007 in a role that requires emails to administrate and keep the business running in 2022.You only get one 30 minute break the whole day, you are supposedly allowed “comfort breaks” of 10 minutes max but good luck trying to finish that cuppa you made when you are on the phone every minute of the day. Due to the lack of staff and high turnover you will always be apologising for the ridiculously high wait times and admin times from day one.You have to take calls right up to the end of your shift, so if you get a call at 4:59 you may be on that call for another 45 minutes and you will only get paid extra for 15 minutes of that. If you have any appointments just book the day off as it’s a nightmare trying to leave at a set time for health appointments due to the phone systems. The phones are always crashing. You are constantly being watched, if you are making notes 1 minute longer than they expect be prepared to be grilled about it. If you’re even a minute late back from lunch because god forbid there is a queue for the loo, you will be called out in front of the whole office. They constantly picked at the same people for absolutely no reason other than they didn’t like them. Don’t expect any career progression as all the managers are either related or in a relationship with each other. The financial advisors are rude, you are lucky if you get the one that’s nice and understands it’s your first day. The training was a mess and they lied about hybrid/WFH roles which most of us applied for and then got told they no longer existed. If you ask for help you will probably get a different answer to the questions you ask depending on who you ask and what the weather Is like outside.

Customer Service Representative in Exeter, Devon

on 19 May 2022

Just no

The management are like big brother constantly monitoring what you are doing and how long you have been writing notes for. You get messaged to ask what you are doing if you have been off the phone for more than 5 minutes. No flexibility with hours etc, management are always too busy to help or say it’s not their problem when you raise an issue. Salary is poor for the amount of work expected. The staff turnover is extremely high due to staff being over worked and under paid. You are expected to get there early to be ready to answer the phone from 9, but the systems take a very long time to load. You are expected to stay on after hours without pay, you have to answer the phone right up until 5pm but if you are still on the phone you have to finish the call which could be any time. The phones never stop ringing as they do not have enough staff to cover. The only ‘benefit’ is that the rest of the staff are very friendly and always happy to help.

Call Centre Agent in Bournemouth, Dorset

on 22 March 2022

Quite pressurised

Lack of structure, old IT systems which made finding information difficult. High expectations on call volume. No flexibility on time needed for childcare.

Customer Service Assistant in Exeter, Devon

on 7 March 2022

Corporate

LV='s work culture has changed a lot over the years. One mantra used to be "treat people like family" which was changed to "make every pound count". That says it all.

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