Customer Manager in Peterborough, Cambridgeshire
Don't think it was for me.
First off - I worked as an inbound call handler in the Nationwide Home Insurance department; "Customer Manager" was my title. I don't think the job was right for me, I wanted to spread my wings and fly - not be kept in a cage (so to speak) I am a reasonable person regarding work, who previously worked as a waiter and a supervisor and then left RSA to pursue a different career path. I needed the money and the job with RSA seemed promising and ticked the boxes
Lets start with the good bits first...
•The staff - as in the actual call handlers - are brilliant, and a couple (2) Team Leaders (TL) were great, best bunch all in all that I have ever worked with,
•Everyone is happy to help eachother and have a laugh, everyone is stressed and maxed out together, in an 'all in this together' kind of way,
•The money was okay too,
•You have access to benefits and discounts - nobody will elaborate on how to use them though - eg 1% off at Apple - yes thats right - one percent!
•The team you work in will feel like a family once you settle in,
•4 weeks training - doesn't actually prepare for the job but it's fun none the less,
•Social events - Pride events (Nationwide) Bowling and staff Parties
•End of year bonus,
•Availability of a Payrise,
•The building and grounds were pleasant,
•Secure staff carparks,
•Occasional Lieu days,
•Could go home early sometimes,
•Well maintained building,
•Break area with pool table,
•Free to use hot drinks machines,
•Table Tennis in break area,
•Comfy sofas in break area,
•Special equipment available if needed,
•Occasional Pizzas and food for staff,
•Rewards from TL if you do really well,
•Occasional staff training sessions,
•Lots of customer interaction by phone,
•Inbound only callcentre,
• Direct interaction with Nationwide too which was nice - I really felt a part of Nationwide which was pleasant.
Then the bad bits...
•Staff are simply just a number to RSA,
•Poor upper management (Business Leaders not TL),
•Unrealistic QA scheme,
•Poor business practises,
•Attrocious systems and software,
•No work life balance,
•Always at the company's 'beck and call',
•Deviation from Job Description,
•Amount of stress (I should know)
•Annualised hours (mandatory unpaid overtime)
•When you can book time off,
•Bradford system for sick time,
•Unhealthy work environment, physically and mentally
•Air Conditioning was rarely used in summer
•Super loud workplace
It's a callcentre - just like the stories you hear ablut them all too often. For the right person it would possibly be a goldmine! It will get you where you want to go though, even if its a temporary measure, a means to an end, the people are fab so let them be the ones keeping you going in every day - and the money. My time with Royal and Sun Alliance will have a soft spot to me - you pick up great communication and people skills that I find essential now so I am thankful for my time with them, I focus on the good bits in memories that I had with my team but looking beyond my team it wasn't a fantastic thing overall. If you want a challenging job - this is it.
Claims Handler in Peterborough, Cambridgeshire
Underqualified for my own job
I Worked for RSA as a claims handler for nearly 2 years before decided to pursue study again with the intention to return. Unfortunately, it meant going through the recruitment process from scratch and if successful taking a paycut to less than what I was on when i left.
I filled in the application and necessary stuff and waited. a few days later I get a telephone call to discuss the job, ins, and outs, and to arrange an interview. I couldn't make the interview for the next day as I had to go back to my current position but would get back to the lady at Alexander Mann (the useless outsourced recruitment team), who know very little about the role, or what seems like the company either.
I called back the very next day to confirm my availability and arrange an interview as was previously discussed the day before, the woman had completely forgotten that we already had the discussion the day before and wanted to arrange an interview, to the point she decided to go through what seemed to be a script about the position etc, before I explained we discused that yesterday. I told her my available dates and she advised she would get back to me if it can be penciled in.
2 hours or so later i get a phone call back, this time telling me they weren't going to take my application any further. When I questioned this I was given 3 excuses:
I wasn't qualified (It's an entry level position which doesn't state qualifications needed, and it was my previous job role so I don't know how I can all of a sudden be underqualified)
- They chose someone over me - I find this a tad difficult to understand when the position isn't to begin until the 6th Jan so I can't understand how they have made the decision already without interviewing anybody, plus Knowing RSA there isn't just one position available.
The lady admitted to not knowing why. - Basically she was making it up on the spot.
I challenged this and the lack of professionalism from this company, when I asked to speak with her manager for some clarity she didn't acknowledge this and advised I could be put into a talent pool, to which I challenged as redundant if i'll just be rejected again.. to which she didn't answer again. I asked for feedback, with the real reason they aren't going to offer me an interview after already agreeing to arrange one. This again was completely disregarded.
I am going to submit a complaint about this company once I work out how RSA really needs to rethink some of their recruitment strategies.
Underqualified for my old job...
Customer Service Advisor/ First Response Claims in Liverpool, Merseyside
Don’t work here unless desperate.
The starting wage is poor and when you consider the phone calls you’ll dealing with its definitely not worth it. Customers all have different disabilities, some physical and some mental and you have no information about the type of disability. Customers will also find it comforting to share their predicament which can be affecting for anyone who has any compassion in their personality.
Managers will often go for ‘meetings’ or catch up with each other about what they did at the weekend. There’s one or two managers who are helpful and emphatic however they are very few and far between.
Sadly, as with most call centres, the best part of the job will be the people you work with. I met some really good people and sadly, even more of the staff treat it like high school with a lot of bickering and talking behind the back of other staff.
Time off is a luxury, not a right. You have to book your holidays with 2 weeks warning, however there’s very rarely any time available. It’s hard to arrange swaps due to criteria which seems to be altered on a daily basis.
Progression within your job role is extremely unlikely. Unless you’re related to a higher up member of staff, or you’re prepared to spend a lot of unpaid time doing extra work and sucking up the managers above. If this isn’t your style, you’ll struggle to progress.
The likelihood of getting the 3.5% raise is laughable, you’d have to spend the 6 months not making a single mistake or ever going home on time.
The pros of the place; the trainers are incredibly good and fantastic people. The people you work with on your ‘team’ will, if you’re lucky, be lovely and become very good friends.