Plusnet Employee Reviews

Training was extremely rocky, our trainer was often off sick meaning there were gaps in our training. Timetable would change on the fly. What attracted me to this job was a flexible shift pattern, they randomly changed this to a Mon-Fri 9-5 which is what I was trying to avoid. I have health issues so relied on having a flexible schedule. Despite being a "disability confident" employer, no accommodations were offered to me, they just forgot about us and threw us on the phones. I was struggling to commute to work every day while feeling horrendous and was just told this is what I'd "signed up for" despite signing up for a different shift pattern.You're expected to take calls from irate customers, run through their archaic system 'Albert', and write up tickets all at the same time. You get in trouble for literally everything - going 1 minute over break, taking too long to write a ticket, even asking a question, our TLs, and floorwalkers would jump down your throat when you're just trying to do a great job.My fellow coworkers were great for the most part, there was a real sense of camaraderie in our group despite our varying backgrounds and ages, we bonded and could joke around about our terrible BT overlords. There were the occasional lazy coworkers and of course office gossip/bully types that you'd try to stay away from but for the most part people on the same level as me were great. Everyone's just kind of demoralized and fed up working in the call centre but that's to be expected, we still had a great laugh but there wasn't much chance to chat outside of training because -

Pros

Free lunches, 50% off tech, good benefits, employee assistance program, decent bonuses and rewards for those interest

Cons

Favoritism, dysfunctional management, lack of structure, mandatory Albert/stupid software, spying on and exploiting employees, limited wellbeing and disability resources

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Paid too little, worked too hard

Customer Solutions/Technical Support/Faults Advisor (Former Employee) - Leeds, West Yorkshire - 30 August 2023

Unless you’re mates with management you have no chance. Fake promises of progression for experienced colleagues only for regular outside hires for management roles, expectations for going above and beyond whilst maintaining unrealistic performance targets and a toxic culture when it comes to illness. Spending time in the hospital only to be told “what the company wants” in your return to work meeting. AVOID AT ALL COSTS

Pros

It’s a job

Cons

Paid too little for the work

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Based on 73 survey responses

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General feeling of work happiness
Sense of belonging

pretty good

Customer Solutions Advisor (Former Employee) - Leeds, West Yorkshire - 16 August 2023

Is actually a really fun job. Teams are great TLs are supportive. Staff are fun to be around. Easy systems trainings perfect progressive roles. Teams easy to get on with

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Dont be suduced by a free lunch

Technical Advisor (Former Employee) - Sheffield - 1 August 2023

Trash management havnt got a clue about the job. Dont be sudeced by the pool table, ping pong table etc.Once you start work properly after your training period you will never see them again. You do get free lunch which sounds ace, but you barely have enough time to eat it. The calls are none stop, from the second you start till the end you will be on the phone.

Pros

Free Lunch, free broadband

Cons

Insanely busy, not enough breaks. No parking

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Great place to work

Sales Team Leader (Current Employee) - Sheffield, South Yorkshire - 30 July 2023

Great place to work, started as an advisor & progressed to a team leader, plenty of opportunities for everyone to further their career. Great location with Free lunch & other perks!

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Pressured job

Customer options agent (Current Employee) - Sheffield - 28 July 2023

Lots of pressure and a bonus set up to steal....only sales job I have ever had that a internal transfer is counted as 2 calls on your call list which sorts your conversion for bonus..But I'm told that's not stealing or cheating....

Pros

Free lunches and coffee

Cons

Bonus strucyure

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Great place to work

Team Leader (Current Employee) - Sheffield, South Yorkshire - 5 July 2023

Great place to work, great benefits, I am proud to work here.If you want to make a career here then it is the place to be, having accesses to the BT group makes it easy to progress weather that be in your current or future role.

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Busy calls

Collections Advisor (Current Employee) - Sheffield City Centre, South Yorkshire - 3 July 2023

Good company to work for, systems a bit dated, easy location in Sheffield town centre on tram route, free lunch, choice of chips, jacket potato, beans, salad and cooked meats

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Awful company

Customer Service Advisor (Current Employee) - South Yorkshire - 22 June 2023

If you want a job where you are respected, please go elsewhere. You are degraded by management as they think they are better than everyone else. If you don't fit in within their "clique" then you better start looking for another job as yours is on the line. No matter how hard you work, it is never good enough for them.They do not respect their staff, they only care about themselves and who is going to make their coffees on a daily basis.

Cons

Management

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Good pay for a call centre

Customer Service Advisor (Current Employee) - Doncaster, South Yorkshire - 18 May 2023

Good pay for a call centre role. Hours will change but normal for a call centre and 4 weeks notice always given. Progression programmes are there but can be difficult to know exactly what to do to progress.

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Jobs at Plusnet

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Customer Service Advisor

Data Analytics Professional

Sheffield

30+ days ago

Customer Service Advisor

Doncaster

16 days ago

Busy but can be rewarding for the right role/person

Client Service Representative (Former Employee) - Sheffield, south yorkshire - 12 May 2023

Very fast past but training is good and includes a lot of information. Would get support if needed on a call. With any call centre job you need to be able to handle negative calls.

Pros

Free lunches

Cons

Stressful at times

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To many system problems

Team Leader (Former Employee) - Sheffield - 10 May 2023

Consistent system problems which cause issues with getting paid bonus Extra hours worked with 0 pay for these hours The management team are struggling to deal with the toxic environment regardless how hard they try The people who have been there for 10 years plus refuse to Change and they have not been managed on this

Pros

Free lunch and broadband

Cons

Long hours missing bonus toxic environment

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Dynamic environment

Business Manager (Former Employee) - Sheffield, South Yorkshire - 9 May 2023

I worked at Plusnet for a while and found it an ambitious business with a real passion for continuous improvement. Colleagues are keen to do an outstanding job and often contribute new ideas.

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Overall good

Customer Advocate (Former Employee) - Leeds, West Yorkshire - 9 May 2023

Overall a good place to work, however salary could be a little better.Some things were better at the Sheffield offices Vs Leeds.Provided good break out areas.

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Great people

Coordinator (Former Employee) - Sheffield, South Yorkshire - 19 April 2023

The people are what make it at Plusnet. As long as you work hard you can get yourself into a good position. Just make sure you chose your friends wisely

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Was a decent place to work

Sales Advisor (Current Employee) - Leeds, West Yorkshire - 16 April 2023

Hired a lot of riff raff because commission structure doesn't pay big amounts. Lost a lot of tenured agents leaving a massive experience gap across the floor

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Never work for this company

Provisioning and Early Life Advisor (Former Employee) - Leeds, West Yorkshire - 4 April 2023

Terrible company.don’t treat employees good Management is absolutely terrible. Pay is rubbish there is nothing I can write good about this company. Will never recommend anyone to work there

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Avoid at all costs

Customer Retentions Advisor (Former Employee) - Leeds City Centre, West Yorkshire - 3 April 2023

Hired as remote - Told our training group 1 day before the remote training and job started that it was NOT remote. Advised us that we would have remote working after 3 months - This never happened. Management and work culture in the work place was poor - Poorest environment i've ever worked in. Management had no idea what was going on and when website was down did nothing to help us process orders.Hired staff for X department, then made you train in 3 other departments which was not in our contract. Started on retentions, ended up doing complaints, retentions, call backs, managing accounts, training us on mobiles etc all at the SAME wage, with little commission (£13) per month.Changed our shifts and added unexpected hours with less than 1 week notice. No parking provided for staff - Had to pay.Hardest part of the job - Taking call after call, no breaks. Having management on your case for being in wrap for 30 seconds after calls. Constantly being messaged about our wrap time and being treated like robots.No supervision/1-1 meetings with management for over five months. No group/team work ever in the whole period I was there.Website and IT issues - No IT team to fix issues - If you had issues with your systems you would not get paid until they fixed it (sometimes 1-2 weeks) - that is 'unpaid' or 'work back' even though IT system issues were not our fault.

Pros

None

Cons

Too Many, Avoid at all costs

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Great culture and people

BI (Current Employee) - Sheffield, South Yorkshire - 22 March 2023

Great people fighting against the horrible culture BT are trying to implement.A perfect place to work before BT started being more involved. Still a good place to work but it's missing the old Plusnet culture

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Terrible place to work

Technical Support Advisor (Former Employee) - Leeds - 11 March 2023

The salary is alright, comparatively to other workplaces in the same industry, but still low for the constant middle management meddling and coaching not to mention rude and abusive customers you have to endure. The management is terrible. For example I could not work and sought unpaid leave after a death of a close family member and other exceptional circumstances outside of my control, and was essentially told to quit or be fired.

Cons

Long unsociable hours, Angry rude customers

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Awesome working environment great team leaders and management always on hand

Technical Support Specialist (Current Employee) - Sheffield - 16 December 2022

Genuine review I've worked in several call centres over the years and plusnet beats them all hands down.Here for a few years now and all the perks aside the team leaders and management are always on the floor close to hand with small teams so you're not a number you're a person and they encourage you to be yourself no scripted nonsense be yourself and shine and believe me we have everyone from 16 to 60+ all bringing their own special something across all depts. Always something fun happening and competitions with a generous overtime rates and perks to make it even better plus one of,if not the best salary certainly of any call centre in the area.Ingnore the ones that moan and groan trust me I'm the 1st to have a rant if it's needed with anything and there's nothing to rant about Lots of shift patterns and a lot of areas to progress in should you wish to do so across a multitude of areas (you would be surprised what actually is going off behind the scenes from marketing and sales to tech and billing if you can get up and turn up to work and just be yourself with customers you will not go wrong A good point to note is also anyone who's a little daunted maybe due to experience or lack of or indeed maybe health issues then you will not find a better company to work for and make that confidence shine through and develop and hone the skills you have or maybe not yet know you have