executive

investigator

account resolution specialist

coach

manager

Trust-Alliance-Group

Everyone who started at the same time as me this year has either left, or got a new job due to the unfriendly environment of this workplace.
I was mis-sold this job, when I went for an interview I was told this was a contact centre and the roles would be split into written correspondence, emails and telephone. However, all of the duties of this job just include answering calls the very rare occasion that you get to work on cases back office is interrupted by managers demanding to take more calls, even if you are in the middle of someones case.
The managers will do anything to avoid taking escalated calls and therefore but you in the awkward position of taking the wrath of the customers anger for not doing what they asked.

I have  never worked in a place before where the managers literally do nothing. If after a call you're in wrap for longer than a minute you will receive several managers approaching you to ask if you're suppose to be in wrap, even if you're finishing off the notes of the complaint.

The company document everything but if you ask for a copy of your notes, you're told that you're not entitled to them.

The good thing about this role is the different complaints that come in, therefore your knowledge of complaints procedures expand. It has also equipped me with more administration skills, and the hours of work are good, although I believe these are changing.

Job stability is also not good, they have Bradford Factor system but they can also skip their own procedures if they feel they can.

Tough and conflicting information about QA received, very few people there know what they're talking about.

Similar to other reviews, the company suffers from a culture of misleading its staff. Goalposts constantly being moved, lack of support when new "processes" are implemented etc. A new consultation regarding employment contracts was enacted in January 2015 which vastly altered the terms of many peoples contracts. No Union, so accept it or tough luck.

Management are clueless when it comes to some of the processes so there is a major absence of support when matters require escalation, which is frequent in this complaints culture.

Some of the participating companies we work with also fail to regularly comply with us which obscures the quality of work we undertake, directly affecting the customer.

There is a confusion regarding the company's wider function and place within the industry which the company could do far more to educate customers on, and despite numerous suggestions, fails regularly to do this. 

Overall, poor management of the role, and a focus on elements of the role which are unrealistic for us to obtain means minimal progress within the company.

I've worked for worse companies...but I've also worked for better ones. Actively seeking employment elsewhere.

When you apply for the role you are told that you will be working 50% back office and 50% on the telephone. This is not the case and you only receive back office if your face fits.
Favouritism is big in this company with the managers and you are only offered progression if you're one of the favourites.
Prepared to pick up all the slack if you're not in with the managers and be prepared to receive phone call after phone call of complaints with no support.
People who are cherry picked often do no or little work and stand around with the managers. 
Managers will not help with escalations so get to know the building well as you will jump from department to department trying to seek help when needed.
Overall I would not recommend working here, most of my colleagues left within a year and staff retention is very low due to treatment.

I love working here! After being here for nearly 1 year as a Dispute Support Executive, I still think to myself, where's the catch? I have heard that in the past this wasn't the best of companies to work for, and going by thr past reviews it shows. The office is fantastic, modern, with a fantastic cafeteria and really good food. The managers are great, the ceo speaks to everybody and asks how we all are. We also have great perks in the business, which you'll find out if you join. Be prepared, you'll be in for a shock if you've come from other contact centres in the area. 

You get nice Xmas bonuses, great events where you can even bring your family. The job is hybrid working from home and the office.

This workplace is filled with stress, if your pally with the right people, you will be cushy and offline all the time. If your not, you will always be in a repetitive cycle of stress, watching others do nothing. Managers, openly discuss other team members personal issues with your team. You will take call after call and resent others, because of the poor management. Overall you hate going to work, It is not an enjoyable role and you will burn out quickly. There is no progression and you will be jumping through hoops. Once out of training you are basically a worker bee. Ok pay but you will never make it as you will look for something different as not enjoyable or feasible to stay within the role. You will leave with a sigh of relief.

I have worked in many companies over the years, and Ombudsman Services is, bar far, my favourite one. There's some really great people policies and work culture and the business really people very well. 

The benefits are really good - for example, holiday balance is 26 days + bank holidays (and this increases with length of service too!). they are really good with out of work commitments and are happy to be flexible with you if they can.

Really recommend working here.

OK wage, but they made the entire department redundant and put all the work on those that do the claims, making their job 100 times harder to do with less time to do it!
The organisation there is terrible. Everything is "planned", but only shown to workers at the last second. Two of their values - open and honest, they were not and the plans to do this were made many months before, eventhough they say suddenly made the decision! (NOT the first time they have made so many redundant!) However, certain people side moved and even downgraded their position to other positions in the company, 6 to 9 months prior, so would not get made redundant!  Funny that!

Used to offer a laid back and quite a supportive atmosphere but over the years has been transformed into just another call centre where quantity not quality is the only criteria that matters. Extremely stressful job now with no respite from infuriated customers and no support from managers who refuse to take escalated calls. Lovely and professional colleagues who try to do their best but are often put in impossible situations. A culture of fear now pervades the office due to the impossible targets.

The vision of the Chief Ombudsman to make a more consumer centric service is admirable, after the previous post holder was more about himslef. However, this vision doesn't translate down past middle management, leaders and coaches, who are all about forwarding their own agenda's. Definately a face fits organisation. Lost a lot of good experienced staff due to poor people management. The company say's that you shouldn't be working outside hours; however, about 50% do, to achieve the targets set. 

Hated every minute of working here like most people. If you enjoy watching other workers who are favoured by managers not work and break all the rules enjoy. Likely to get promoted if you dress in less and are young. Really unfair quality assesments where it also helps if you get on well with the people who assess you. The bonus system purely based on favouritism and the benefits are terrible. Traffic is terrible expect a ten minute journey to take an hour. Wouldn't recommend working here ever.

Top Job Titles	Average salary
Executive 10 salaries reported	£34,906 per year
Investigator 5 salaries reported	£34,140 per year
Account resolution specialist 10 salaries reported	£33,522 per year
Coach 3 salaries reported	£54,083 per year
Manager 4 salaries reported	£53,250 per year

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