Swinton Group Employee Reviews for Customer Service Manager
Customer Service Manager10 reviews
United Kingdom10 reviews
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The last few years became very regulated and took a lot of the fun out of the work. Swinton have a flexible contract so when you worked on a Saturday you could get your time off basically any part of the week you wanted. My boss had lots of good points.
Shutting branch 28/02/2019
Having worked for Swinton for over 25 years I have seen a lot of change from when first sold from the family in the late 80's / early 90's. There were some very good years and following the sale in the early 2000's the culture changed to one of sales at all costs. This resulted in a FCA fine and the company having to tighten up their sales processes, quality and compliance. This together with a change of leadership resulted in Swinton lacking vision or clear direction in how they would provide a clearly different and unique customer experience. In the end the leadership / owners decided to take the non-branch high level of customer contact model they had always provided to go to a single site online mostly DIY service where everything is based on price. They sold recently and are continuing with the new ownership to complete the closure of their network which I understand is to be completed by H2 2019. If success in measured in the complete change of customer proposition, reduction in core costs, narrowing of products / services and ultimately the selling of the company for a high price then the job done by Gilles Norman as CEO over the last 3 years or so has been a complete success. However, if you were a loyal customer or employee then I sure you would view things very differently.
Was a great place to work
No longer has a branch network and is competing full on with price only vs competition
The job was mostly enjoyable , until an alleged all singing all dancing new computer system was introduced , which was not fit for purpose & often to the detriment of our customers , which went against all we stood for.
Each day was different but we were a great team & made our own fun
Long hours & over exaggerated targets & a dreadful computer system
After been at co for over 19years they have list there way! Unable to compete with online companies, new systems bought in but with no real training. New systems not stable, constant branch closure leaves staff worried for the jobs
Complying to security checks daily,maintaining office to health and safety standards.Leading by example,people development whilst working within a regulated environment. Performance management and quality assurance - these are just a few of the daily tasks required.
Additional hours as and when required - commercial requirements
I have worked for Swinton for 10 years, enjoyed it up until about 3 years ago, the new Senior Management and latest big decisions being made along with constant lies and keeping staff in the dark have been the down fall of the company I had loved for so long.
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