Wescot Credit Services
Happiness score is 53 out of 100
3.1 out of 5 stars.
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Wescot Credit Services Employee Reviews

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United Kingdom114 reviews

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3.0Work-life balance

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High Challenge - High support

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I joined Wescot over 5 years ago and have been promoted several times during this time. The best thing about Wescot is that they do really strive to bring their core values to life. While outsourcing businesses are in a very challenging position and have to balance the relationships with clients with the needs and wants of their staff, I feel Wescot do a good job of trying to maintain a this balance. Sometimes client demands do lead us down some challenging roads but the management team are open to honest feedback and it’s clear steps are being taken to show care for their staff with regular well-being check ins and support always on hand. Working in a highly regulated industry means there is a need for detailed quality checking but the induction training and ongoing coaching helps you to achieve your own personal objectives. Praise is given regularly from managers, customers and peers and successes are celebrated. The only reason I have not scored 5* overall is that the business has grown a lot and with emphasis currently on improving the consultant experience which I agree is very much needed, this needs to be seen across the business as many other roles are no longer paid at rate reflective of the demands of the role and we know competitors are offering a more attractive salary. I stay because the people I interact with throughout the business make me feel valued - it would be nice to see more communication from more senior management.
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Going downhill

Used to be positive and enjoyable, fair treatment and good pay. Now overworked, underpaid, unfairly treated and ignored. Senior management either oblivious or just don’t care about the impact that expectations have on Junior management and agents.
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All downhill after training

Training was fun - playing quizzes and learning about the company. They really enhance the chance of bonuses and working your way up within the company - but both are extremely rare, if not impossible. Training had nothing to do with the job and once you go upstairs you need to start from the beginning and learn as you go on. Calls are difficult and you will most likely receive unfairs as feedback for most calls. Lucky if you do one or 2 calls a week and the rest of the time you have to “look busy”. The office is extremely cliquey and you will find people in grad bay for months on end - and the favourites getting full attention to be signed off. The job advertises bonuses, job opportunities, and “working from home” which is not possible until you are signed off. We were first told we could work from home/hybrid after 3 weeks training, then after 12 weeks in grad bay, then that we could actually be in grad bay for months/a year. False advertising for the whole role. I would avoid if possible - not worth the money.

Pros

It’s a job if you’re desperate

Cons

The whole role
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Has gone downhill

I have been here for almost 2 years and has changed so much. The job gets harder and the staff morale is non existent. There is a selected few who look at you as a person and not a number.

Pros

Salary has increased and can choose to work from home after a few months

Cons

Micromanaging and you are just a number
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Good place to work

I’ve been there for two years and it seems a fairly good place to work. Had a decent pay rise in December which was greatly needed. Everyone works together and has a great team atmosphere.
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Okay to work at could be better

Okay company to work for, pay is good if you stay there for a long time, stressful and rules keep changing daily, difficult to pass calls as call markers let their opinions get involved and can't overturn their decision, bonus is impossible to achieve for most people
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Worst 8 months of my life

The place was a shambles and the only thing that made it bearable was colleagues. The training was very good it’s 4 weeks and the teams have nice interactions but it didn’t make up for the constant miss communications and changes in procedure. It was a very confusing environment.

Pros

Long calls and after work made the shift fly in.

Cons

Horrible management
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Good workplace but can be stressful

Good overall workplace and good management but can be stressful especially with big focus on passing calls. Good management who are supportive but with certain management you can be micro-managed and made to feel like children a bit. Good training

Pros

Good training and management overall

Cons

Long hours, can be caught behind and only get the time back after 15 minutes
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Supportive and encouraging

This is very different to the average call center. Calls are long and can be difficult due to dealing with customers who are vulnerable. Hold and wrap times are not scrutinized due to detailed notes that must be left. Team members / leaders are incredibly supportive as are management. They will do whatever they can to support you and are very easy to approach . The salary is better than the average call centre. I have overall enjoyed my time at wescot and would recommend. If you want to progress the opportunities are limited. There is the option to also work from home. Only bad point is the call auditors they are very inconsistent on how they mark the calls. This affects your 121 reviews if your call quality is not good enough. The client Lloyds also keeps changing the goal posts on what we do on the call which makes the calls harder.

Pros

Supportive colleagues and management

Cons

Call audits. They scorers are not consistent. Which is frustrating.
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Supportive and caring

Working on the phones at wescot is a hard job, so they focus on your mental health and working for you. I have chronic health and they where very quick to implement the things i needed. They also care about your personal life and any emergencies and do what they can. You have comfort break time which is ontop of your lunch break, you get 7.5% of ypur working time for comfort break, which you can use how you want, i used some of mine for meditation. Feedback is given in a constructive manner they focus on your strengths and use those to work on your weaknesses. My libe manager was amazing and did an awful lot for me which I appreciated

Pros

Good pay, plenty of comfort break time. Constructive environment

Cons

Sometimes having to work, you only get the time back if its over 10 minutes.
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Great company, with a great leadership team

Great progression opportunities, a really good management team and a good salary. Always feel supported in my role, it's completely different to any other contact centre
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Not the worst place

Communication is pretty bad but there are definitely good people trying to improve things. For sure not too bad compared to other call centres. Pay increases with tenure
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Fun but challenging

Very good place to work with fab people and lots of support available. Can be difficult if no previous call centre experience as job can be hard from time to time.

Pros

Good wage

Cons

Can get stuck behind
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Don't be fooled by the negative reviews

You see A LOT of reviews about bad management and ‘sacking on the spot’ which is SO farfetched! No company can sack you with out grounds for it and the management are actually so reasonable. It is a difficult job and there is a lot to learn with different clients and scenarios based on what you need to know to answer calls. You’re given a lot in training to take in which half of it you do forget but it was very much a ‘learn as you go’ job. Some people I started with just wasn’t getting it and wasn’t even taking on board the help they were getting so no wonder they got sacked. I really struggled at first but the reassurance from gradbay and that I can do it if I take ownership does really help. They’re massive on mental health and support and the wage has just increased too which is so good!! I only left due to re-location but would have definatly stayed as its actually such a rewarding job!

Pros

Tons of support once you're out of training

Cons

Induction training needs to be longer
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Great job good training some good managers

Loved the job hated the hours good training some good managers sme are children not very good hours sre horrible if you getva call before finish time you can bebheld back anything from one to two hours and they decide when you get your time back

Pros

Good training

Cons

Shift work
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Terrible.

Interview and first month are very misleading about the job and the company. Management only care about figures. Very little empathy, so many targets and expectations versus the salary. Training is poor, no one really knows what's going on, higher ups make decisions and expect everyone to be perfect at the new way instantly, if not you'll be singled out. Would only work here to get a free months salary as the 1 month training is actually fun, doesn't prepare you but it's fun.

Pros

Toil, overtime

Cons

Shift pattern, stay until the call is over, suicide calls, salary too low for the pressure and stress
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Only take this job if you really need it

You are introduced to the job by being told that it is a workplace that offers a lot of potential for advancement, that it is rewarding and that team leaders/management are supportive. This is rarely the case. We are regularly upskilled to take on more and more amounts of work with no pay increase. Criteria for call marking is rarely consistent so the same team leader will mark you down for one thing one month and the opposite the next. Various managers often share how unhappy they are in the role so it is pretty much impossible to feel contented as a lower level staff member. The calls you are taking are already challenging so you get negativity from both management and customers. Regularly, when you have done your best for a customer who is really happy, you will be marked down for a small administrative error making bonus hard to achieve, with an already very low income. The best thing is being able to talk in the open plan office with your work friends - not really a positive related to the actual job though.

Pros

Office is a social environment

Cons

Inconsistent call scoring, poor training, negative culture
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Poor management and unhealthy for mental stress of passing calls

After working here for several years it’s clear to see the no progression status within the business on top of the clear as day “favoured staff members” when it comes to applying for internal roles Although the work is heavy and can come on in force the team around you really make your job as the management can often stick to the rules of following orders and not thinking outside the box when it comes to employees and stress of the job etc The job is reasonably well paid and can often increase if you have the potential to hit targets for bonus however this has now been made a lot harder for people to achieve

Pros

Friendly environment between colleagues and team

Cons

Draining calls and constant pressure to pass or be sacked
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Run away far and fast

No matter how good they make it sound in the interview, do not believe a word that they say. The job itself is awful. Management are completely unhelpful, and only talk to you to tell you exactly what you are doing wrong, and insist on being really smug about it, but refuse to help you when you ask for it and instead have you phone a support number that is no use as they can't even see your screen. Customers are always rude, and you will get less than no sympathy from anyone when you have a difficult time with a customer. You will spend a disproportionate amount of time on the dialling out system, which mostly didn't work properly. You will essentially never get away on time as you will typically always get a call right before you finish, and calls are usually a minimum of 45 minutes. You will rarely get your time back as they have to approve it and that rarely ever happens. It is usually really quiet and boring as there is often a long wait time between calls. You will not be made aware of changing policy and procedure but will be penalised for this in your call scores. The people grading calls half the time cannot agree on what is actually a reason to mark you down, and this is wholly inconsistent. You are encouraged to essentially harrass customers to pay more - if they are showing to be able to afford one penny more you are meant to fight for that. Run far and fast

Pros

One week notice period so you can leave quickly

Cons

Hours, management, the whole job essentially
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Hideous job with way too much pressure

It's the nature of the industry. Debt collection is a miserable exercise in hearing about the worst possible situations for 8 hours a day. You get half an hour unpaid lunch which doesn't count as part of your 8 hours, so really you're in work for 8.5 hours. Half an hour isn't long enough to really relax in the middle of the shift.Bad behaviour is rewarded, good behaviour is rewarded only with higher and higher standards. Honestly, unless you're a robot with no empathy, wouldn't suggest working here nor indeed in this industry at all.

Pros

Good about mental health stuff to a certain point

Cons

Long hours, extremely taxing job, overpaid management, career progression based only on whether you're young and pretty
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Saltcoats - Avoid

Cliquey - if your face fits - want to know all about you. Management need sucking up to and pandered to, or you find yourself out. Avoid. Very stressful

Pros

Doors to get out of

Cons

Audited harshly
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Overall rating

Based on 115 reviews

Ratings by category

3.0 out of 5 stars for Work/Life Balance
3.4 out of 5 stars for Salary/Benefits
2.9 out of 5 stars for Job security/advancement
2.9 out of 5 stars for Management
2.9 out of 5 stars for Culture

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