Run of the mill UK retail managers let down the experience
Several years ago, Apple retail was a great company to work for. Things changed in the UK as growth increased. Wages went down or stagnated, staff became disillusioned as the jobs became tougher.
Employee benefits seem great if you use many of them. Staff discount is not amazing and often can only used once or limited within a given time-frame. Often, staff will be expected to put in unpaid hours so as to hit targets that affect your annual salary increases (usually minimal). Some managers will block your career advancement if you don't go along with them.
The company (in the UK) seems that it's a great one to work for but is badly let down by managers who are the usual characters you will find at any UK retail store. More often than not, the managers are poorly paid and totally are driven by their own ambition. Many DO NOT care about the best interests of their staff and will move from store to store or rotate roles within a location.
It is hard work being in any customer facing role especially the service side (repairs and support). Staff turn over can be very high at certain times of the year which is ignored as there is no shortage of applicants willing to fill the roles. Getting employed is pot luck depending on location and position applied for. Usually it helps if you stand out in some way rather than what experience you have.
You may be lucky to work alongside some amazing people but more often than not you get the same experience as working for other UK retail co
ProsJob security if you survive probation and get lucky at your location
ConsLong hours, extremely busy, rude entitled customers and inept managers.
I worked on the Service Parts Team which was a team I helped create in our store in particular due to the discrepancies in stock (esp. service parts). This was a team of 6 men and myself. We would start at 6 AM, counting all sellable, allocated and return parts and sorting out any issues that caused the numbers not to balance. Then posting and shipping out all returns to have them removed from stock. Accepting and posting deliveries to add to stock. It was hard work and required a lot of concentration. However, we brought our accuracy level to 99.96% by the time I left. In a store the size of ours (450 employees) this was a great accomplishment.
I learned how to use 5 different computer systems and the inner working of the store. How every action within the store affects every part of it.
Management tried very hard to be 'Apple.' Apple is a fantastic company and really set the mark high for customer service in the US. I think the UK management is striving for a similar goal but the cultural differences make it difficult.
My co-workers were some of the most brilliant, fun and interesting people I have had the joy to meet and work with. Any time it felt like it was going to be a rough day, we all helped each other through it.
The hardest part of the job was trying to explain to others how their actions on the sales floor affected stock on the inventory side. We created a 3 day training process to teach people on the sales floor what actions they could easily improve or avoi
I really enjoyed the work - talking to customers about Apple products.
They say they have a very flat managements structure, but in truth there are managers and employees, and the managers think they are different. Very few workers ever get promoted, despite having sort of manager-apprenticeships. Almost all managers are hired from other companies, so very few have any idea what it's like being on the shop floor. They treat employees like children, with very strict time management, "tellings off" and employees made to feel 'naughty' for being sick or otherwise taking time off. Managers are not paid particularly well compared to other tech industries, so you end up with mediocre middle management.
No compensation for weekend or unsocial hours, all hours paid the same. Fast paced, high pressure, high level of skill and knowledge required on the shop floor, but you get paid less than a LiDL cashier. They know there's a queue of people wanting to work for Apple, so employees are dispensable. Staff turnover is very high, because once you realise how poorly valued you are, the gloss of working for Apple wears off. Lots of corporate fluff about how their greatest asset is their employees, but when you're told that by a woman who makes $75 million a year, and you get £8 an hour for making sales of £400k plus, it sounds pretty hollow. They make a big deal of providing fruit, donuts and pizzas at Christmas, but that's like £10 worth per employee, tops.
ProsMost other employees great people. Reasonable staff discounts on Apple products.
ConsPoorly paid for skill and ability demanded, Weekend work virtually compulsory, Mediocre middle management.
During my time working at apple, i built literally life long connections. All that stuff they say about great teamwork and all these people you will meet and work with is actually the best bit about working there. The work is alright, basic sales stuff really but slightly glorified because apple believe that they are the best company in the world. The management team leaves much to be desired in some areas. Although some of the managers there are great, there are several that are totally biased, blind sided and in some cases even racist. Which i know is shocking in a company that seems to promote how greatly diverse the team is. The team is diverse dont get me wrong, but there are definite under the rug issues that everyone feels, and only some people are trying to change.
You get an hour's lunch break usually around 4 hours into your shift (depending on the length of the shift) and they teach you all the tech stuff that you need to know, so dont worry if you dont know everything or anything before you start, they are just looking for outgoing and great personalities to add to the team. Hardest part of the job is probably the weeks leading up to when the new phones come out and you just get constantly bombarded with questions about what it will be and what is will look like when in reality the staff only find out on the exact same day as the customers.
ProsAmazing benefits, the team are incredible, you feel welcome
Conslong hours, very strict in terms of time management, no clear career progression.
Walking in I would have a plan of todays Tasks. I meet with all the staff to see if there is something I need to do or let them know about what goals we are looking for today. I would sit down and have a look at any emails that have been flagged or new. If there is something I need to action immediately. I would create my day presentation for the morning download. I would have a look if there was anything new in technology that I would let people know. I would look at the sales figures and see who achieved our goals and would let them how well they performed. I would also look at the people who did not preform so well and have a chat about the day and any obstacles they faced to see if we can overcome them for todays targets. I would give my presentation regarding the business side of the day and let them know what we want from them.
Once the day starts I would call my clients I have listed or need action then go on the floor to help out the day staff. I would regularly go back to the office to complete quotes or call our clients informing them on products that could be useful. Around midday I would let the Manager know how we are doing and what is currently happening on the floor and any sales that we are going to do today. I would look if we need to meet with any clients or coach our staff about products and how this could be the best for the client and ask them probing questions to see if they could answer most questions and when they need me.
I work on the logistics side within Apple, I am responsible for all of the stock in our warehouse and in our nearby Bromley store, I use SAP and Excel every day for controlling stock, Receiving deliveries, arranging collections from our warehouse, resolving discrepancies and everything associated with it.
I am looking to further my career within a logistics/warehouse environment, as I enjoy all aspects of the industry.
I had to go through a rigorous interview stage for Apple and am very privileged to have succeeded and wish to use my skills in a more challenging environment.
I would welcome the opportunity to be a part of your team, and to learn from people that have had many years experience. I feel that my vibrant personality and experiences would be a great addition to your team. I would say that I am very much a people person who make friends easily and feel that is one of my best attributes.
I have recently got Married and this has given me more incentive to push myself and go as far as I can. I work well with all members of a team and think I would fit easily into any new or established team. I am a highly motivated person who works hard and pays attention to detail. I’m flexible, quick to pick up new skills and eager to learn from others. I feel I would be a welcome and productive addition to your team I also drive and have my own car, I live in Crayford South East London, drive, and in commutable distance.
I found it quite difficult to balance work/ life however Apple provides set hours which can provide peace of mind. Training is intense - but definitely well thought out. I felt slightly lost when I was finally on the shop floor but Team Members were really helpful. I feel that recently there's been a push to hire members from diverse backgrounds which is needed. But Apple were really fair to all who applied. Really surprised by how professional and well-thought out every aspect of the Apple store/ service is. Definitely give props to management! I learnt to take initiative and deal with irate customers while working alongside other departments of the Apple store (Genius Bar etc..). Felt kind of out of place at the beginning but then started to slowly get to know more of the team members (who are really nice!). Probably the hardest is balancing work and being a student - the job can also be overwhelming at times during busy periods and some customers can be impatient. Also, learning about the financing options was tricky at the beginning but became easier over time. The most enjoyable part was talking to customers and learning about why they were buying a certain product. This job has really built my confidence and to be hired by such an incredible company has really raised my standards. Definitely recommend working here.
Beware of entering and applying for this job..I applied to work for my local Apple store in Exeter. I received a phone call from Apple to say that I had got to the interview stage, and that the interview would be held in the store itself and I booked a time. I double checked and asked again if the store was definitely the interview location and was informed it was.
Come the interview day, and I turned up only to be told that the store was not the location for the interview,. and was being held at a hotel 10 minutes walk away. No email to inform me that the venue had changed, so that threw me for starters.
I turned up at the hotel, and introduced myself to the reception staff and explained who I was. They told me to take a seat in the Lobby and that someone from Apple would be with me shortly. This was not the case. I waited for up to an hour, sat there looking like part of the furniture. No one from Apple appeared to tell me there would be a delay in the interview process.
As an ex-serviceman, you are taught that if no one turns up within the first 15 minutes, then you are entitled to leave. I waited for an hour..I left. If this is their Management organisation, then they leave a lot left to be desired.I didn't even get an email or phone call to inquire where I was, as I could have had an accident, and they not know about it. Totally shocking!!!
Management and leadership is poor - Very fake and only care about figures. The leads (Low management) are left to sort out the staff on the shop floor (Specialists & tech specs) after the managers constantly give out extremely downgrading feedback. Once in a blue moon does a good senior manager appear but they soon move stores. Leadership team do not expect you to have a personal life and issues, although they are often distracted with theirs. The company does not offer much support and is not great for your mental health.
Colleagues in the same job role are paid different amounts... Loud and fake people are favoured!
The store manager probably will not even know your name - demonstrating how often they are seen interacting with shop floor staff.
Progression is limited.
Target and sales are unrealistic.
Customer service is said to be key but you often get in trouble for helping elderly customers who are not going to spend a lot of money or sign up for business support.
Good holiday allowance for low contract staff and opportunity to book certain days off without using your holiday allowance.
Christmas period has great benefits and free food.
Specialists, back of house and leads are nice unless they are trampling or using you to get a promotion.
Horrific working as a contractor and poor management
- Office is quite nice
- Decent sit-stand desk and nice computer setup
- Contractors are treated like 2nd class
- Poor management, one of whom was very unfriendly and abrasive
- Management can make you feel anxious and tense all the time with all stick and no carrot mentality.
- Contractors get no benefits, you aren't allowed to attend team events and parties and required to work bad hours.
- Complete lack of training from management or don't seem to want to nurture and teach their employees.
- Company has no idea on the future, lack innovation and are all drinking the Apple cool aid!
- Even if you have constructive criticism on how the company can improve, those staff are silenced and you can only commend and use Apple products or face backlash. This culture isn't effective for a long-term strategy where continuous improvement is key.
Advice to Management
- Treat contractors with care and nurture them.
- Train your managers so they can actually manager their staff and not treat them so badly.
- Innovate! Apple used to be one of the greatest innovators but has really lost touch and is stagnating, shown by their profit stats and slump in iPhone. Stop copying and get back to innovation and great design!
I was a seasonal employee at Apple at the Saddle Creek location. Before I get started with my review I want to say that my ratings is based off my job being there as seasonal and not as a full time employee. If things weren’t handled poorly like they were my review would be completely different. I hope this store actually reads this so they can make better improvement in the future. I enjoyed working there and it was a very dynamic yet fun work environment however many of us seasonals don’t appreciate how they waited last minute to let us know who can stay on permanent or who can leave. Also, when we got hired they kept putting emphasis on us being seasonal and to me it felt as if they were kinda downplaying our role there. Some of the workers there are cocky but not all. The hiring process is VERY selective and if you get in don’t mess it up for yourself, but the pay is ABOVE average than most jobs. IT IS NOT A COMMISSION BASED JOB but you can get paid between $16-$18+ depending on experience. Many people came into the store and saw how fun it seemed to us and expressed them wanting to work there. We ALWAYS had a line at the door before we opened but the customers and enviroment was fun. They made us feel like we were doing too much by grilling them for answers like our livelihoods and bills weren’t at stake and I feel as if they handled the entire process poorly. They weren’t taking it serious to me and it seemed like they didn’t care because it didn’t personally affect the
Overall, a very positive experience, but quite challenging
In my 11+ years with Apple, I had some incredible experiences. I have worked in 7 different stores (three long-term, and four short-term) and met some amazing and talented people, and also made some great friends. I learned so many valuable skills along the way (functional/technical, customer service, and interpersonal) that I truly feel have made me who I am today. I was so proud to have worked for the most valuable brand and company in the world, and it was great to stay caught up with all the latest technology. I have owned, used, and sold so many different Apple products throughout the years - computers, phones, tablets, and software - all of which have enriched my life - and the lives of those I have worked with.
The workplace culture in my store was very positive overall. I felt as though we were a very close-knit family, a very well-oiled machine. There was virtually none of the typical "gossip" you'd find at other companies, and almost everyone got along with everyone else. Store meetings were very fun and very positive, not boring.
Throughout my tenure, I have built a very impressive set of customer service and interpersonal skills - just by the very nature of the company and my job, I have worked with a multitude of different cultures, ages, skill levels, abilities, and personalities.
The most enjoyable part of my job was when I felt a true connection with someone, and I was able to provide a solution that they never imagined at first, and we both felt co
ProsA clean, fun, and up-beat working environment, an incredibly diverse and talented team, ability to learn new things every day, relaxed dress code, good benefits
ConsUnrealistic expectations from management, too much reliance on numbers, not enough trust, a lot of micromanagement, extremely difficult to advance internally
This position for at home advisor is an apple care advisor.
My normal day as chat advisor starts with me logging in to the computer apple sent me 5 minutes before the shift so i can check email and get prepared for work.
As soon as your shift starts you will get busy. In chat we are expected to answer two chats at the same time. Each chat is expected to be resolved in 25 minutes or less. If the customer needs screen sharing we also do that.
In these 25 minutes you have to defuse the customer, assure, and provide support by troubleshooting or providing the appropriate response.
You will have to log all the interaction, case notes, followups, send emails to customers,
In this position you will not get holidays off, you will get them paid as holiday pay and overtime. So that's nice, however you can't be with your family cause it's super busy.
Schedules are according to your performance, what defines your performance is customer's feedback or surveys. Picture a very angry customer who just lost all his contacts in iCloud and you can't recover them. Or someone that purchased a stolen iPhone and can't activate it. Those customers will give you a bad survey based on their feelings about the company. This will affect your metrics and schedules.
If you're a super good advisor, you will get 1 weekend day off. They have 4days x10hrs or 5days x8hours schedules.
I started as an at home phone advisor, answered between 18-25 calls per shift. Calls can take as
ProsNot having to drive to work, saving money on lunch, 25% discount on personal purchases, paid training for two weeks, they force you to take all breaks and lunches.
ConsManagement, a lot of secrecy, schedules, always always busy, compensation.
My time at Apple (8.5 yrs) was a mix of being my best job ever to nearly killing me. When I started at Apple in AppleCare we handled one type of product. Some handled iOS products, some handled macOS products, some handled iTunes and on and on. 8 yrs later Apple has blended that support into one homogeneous mix. You are no longer an expert in one area, you are expected to be well versed in and support everything Apple releases. In addition to that , you’ll support every single country on the planet that Apple provides support to. This includes local and regional consumer law.
Apple outsources what seems to 80-90% of Apple care to other companies. Those companies are supposed to be held to the same impossibly high standards that Corporate AppleCare is. Sadly, they don’t seem to be. The transfers I got were the poorest quality customer support I’ve ever seen. There is definitely a hot potato mentality when it comes to dealing with either difficult problems or difficult customers. Get those things to someone else ASAP and let them deal with the poor customer survey.
AppleCare hierarchy seems to be so far from touching the customer that they have no concept as to what is actually going on with the customer base. What I mean by that is everyone who comes into AppleCare wants to get promoted to manager and above so that they’ll never have contact with an actual consumer. That contact ends with senior support advisors who are abused by customers, lower level advisors and team mana
ProsGreat pay and benefits
ConsYou’ll be be reminded how lucky you are to work for this company. A sure sign you need to move on.
Contractor with with Apple as the client. Completed a 1 year contract, was offered a 3 month extension but chose to not to take it.
Standard day is just the usual cog in the wheel stuff. Badge in, sit in front of a Mac, check emails for today's project, start pulling assignments out and work on today's project until lunch, eat for 30 minutes, go back to work until 4:00 PM and then badge out and go home.
Breaks can be taken twice, 15 minutes each but never directly together and you can't use them to leave early. If you come late, you have to stay later to make up for the lost time, but you come early, you still have to leave at the proper time. You have to arrive at 7:30AM and leave at 4:00PM no exceptions unless you approved with HR prior to starting.
Management is a lax until they're not. If your team is pulled into a meeting, chances are something has gone wrong, or the team isn't working fast enough. Due to not wanting to target anyone dragging the team down in particular, everyone is reprimanded for working slow even if you're not. These meetings tend to happen 1-2 times a month regularly. Upper management wants work done faster and faster. HR is efficient at what they do, which is both good and bad. Issues are solved quickly in a timely fashion, but every now and then someone will seemingly be removed for their position without a trace and no one will tell you where that person(s) has disappeared to. If you're there as a contractor, you're extremely expendabl
ProsDecent Pay, people are mostly courteous
ConsStrict rules with NDA, No benefits, inflexible hours, expendable workforce
Great company with amazing corporate culture. Coworkers are always fun, interesting, and generally creative in some way.
Typical day is like any retail sales, but it's very low key how you interact with customers. Genuinely answer customers questions, find their needs and wants, and offer a solution. Many times it's just talking to someone about your own personal user experiences. No hard selling or trying to make quotas. If you are stumped, just be honest and find a colleague who may be able to help. Generally conversation is not very "tech" based--it's good to know what is in the machine, but most solutions will revolve around more with how it helps a user. Practically any time you want training on a product, you can ask to leave the floor and watch online videos on the clock.
You don't need to be that techie to get hired--honestly, during the group interview, the folks that seemed to only ooze tech never got hired. You don't even have to be an Apple user! Being creative in some way probably is very helpful. Once on board, there is a two-day training to solidly get you up to speed. It's focused, but pretty fun as you interact with your future team members. (Out of all the retail jobs I've had, only two of them did very concise and thorough multi-day trainings before you even step onto the sales floor--Apple Store and Whole Foods.)
Management at our store was great, but your mileage may vary. But they do seem to attract and hire some of the best retail managers over
ProsGreat culture and coworkers, extensive discount programs with partners, commute stipend, solid training.
ConsUpset customers will be more intense than usual, can get VERY busy and stores can get VERY crowded, pay better than average retail but not by much
Apple Retail has devolved into just another retail job with above average benefits
Working in one of Apple's retail venues used to be prestigious, fun, exciting, and the growth potential seemed limitless. Over the last 5 years working in a retail store has dramatically devolved (ironically senior leadership calls this evolution).
Turnover is incredibly high, they've stopped all outside professional training opting instead for non-professional training in the back storage rooms (yes, storage rooms) of the stores by 'trainers' who themselves were taught in the same environment by others trained in the same storage room and so on.
The technical training is abysmal yielding so called 'technicians' most would not trust to touch their Mac or iPhone in any repair capacity if they knew how unprepared these 'technicians' truly are. And these 'technicians' won't be around long enough to even get good at what they do by trial and error because three quarters of their time will be spent in customer queues dealing with customer emotional turmoil over the many Apple quality and appeasement programs fixing design and manufacturing issues so the poorly prepared staff will burn out and leave for another job in normally about a year or less.
Apple has accepted this sad reality by realizing they need to constantly be hiring and internally training just to keep fresh seeming people on staff.
Where early on a retail employee was seen as vital with real tangible training and authority today they have to get permission for everything and amount to not much more than a
ProsWork with great people and better than average benefits
ConsThose great people move on fast and the stress is not worth the benefits
A typical work day starts with punching into the company provided Mac and logging into the call logging software. A few years ago this role was solely tech support, the last years and a half Apple has pushed almost ALL customer service responsibility onto its technical support advisors. They still advertise this role as tech support however at least half of the work is not tech support at all.
Example: I get quite a few calls about battery refunds, product recalls, and Beats headphones. These are not related to tech support but you will be expected by Apple to handle these calls. Once you are promoted to the senior support level you are also required to take over ALL angry customer calls escalated to you regardless of the issue. Escalations related to account recovery and activation lock are sensitive by nature and a lot times Apple advisors cannot help customers on the phone by design, this will setup the advisor for a negative survey score because the advisor simply cannot resolve the issue. Apple does not take responsibility for this and the advisor will be expected to handle the interaction and receive a positive score.
Unless you are a consistent high performer you will work on the weekend. The schedules offered for bids are not typical Mon-Fri work schedules, most schedules do not have consecutive days on/off, more of a scattered arraignment.
Example: Sunday, Wed-Fri 10a-9p is my current schedule. I do not work on Sat, Mon, Tues. These schedules change every 9
ProsWork from home
ConsVery little work-life balance, little opportunity for advancement, managerial favoritism is everywhere.
Innovative constantly evolving environment with constant challenges to professional development
Since that time I would say one of the greatest achievements I have reached is establishing strong trusting peer relationships. Taking the credo to heart and enriching lives, mine, my peers, who I share most of the time with, and finally our customers. Since I first started working at Apple I must have to say that my technology knowledge has exponentially grown at an incredible pace. Beyond the knowledge is the ability to communicate it to customers who at times are newcomers to Apple products. Finally and this has been a recent achievement I have been able to keep my timely assistance. I have always had trouble getting on time to places I blame it in part to my cultural heritage, but sometimes it was simply just overlooking the issue as irrelevant so long as I was within my 10 minutes. However all of that changed after sharing an experience with a friend at a trapeze lesson. I was made aware of the importance of timing. After that I have made a great effort to be on time or early. These three have also been my strongest developmental areas of growth this year.
The greatest disillusionment that I have had so far is the fact that I didnt get to carry through with the Spanish workshops for consumers. After constantly asking leaders to go through with them; getting the Spanish speaking staff on board; and even taking the initiative to make a presentation to make the case of how it is part of our credo part to enrich the lives of our costumes with our products and services I was
I worked in the Maps team as a data editor. It is a one year contractor position but they made it sound like an opportunity to get your foot in the door. It isn’t. Don’t fall for it.
The job is repetitive and requires no skill. Hours can be strange, you will need to work either Sat or Sunday. They train you pretty well so no need to worry. The contractors are generally all very nice and diverse, all eager to create a workplace bond that Apple does not encourage. Apple prefers to keep a strict divide between contractors and full time employees. You will feel it very acutely. You can eat at the cafeteria but you can’t use the gym. Don’t even think about attending regular happy hours. Full-timers generally are weary and aloof around contractors.
It’s a bit sad how people fell for the “foot in the door” tag line and found themselves in a job that often is way beneath their skillset. I’ve seen coworkers with phDs and master degrees who realized the trap they fell into after training ended. Team morale depends on your manager, some are very approachable while others are standoffish.
Upsides are cool contractor coworkers, decent pay in a nice office environment, ability to work from home during covid, and...that’s about it. Occasionally they will have free food in the parking lot that you can attend in your allotted break period. Oh they clock bathroom visits and breaks meticulously just to make sure you are not wasting their time. Nothing makes you more aware of your contractor
ProsBetter hourly pay than retail, nice office environment, plenty of parking, interesting coworkers who do the best to bond
ConsApple goes out of the way to exclude contractors and make them feel like they are super disposable, Job is repetitive and boring, No career advancement
Questions and answers about Apple
How are the working hours at Apple?
Asked 2 May 2017
Hours depend on contract and role. More often that not and average day will be 9 hours - 9-6
Answered 31 Aug 2018
8 till 6 then your on call through the night .
Your weekends are spent telephone cold calling from home but you do get a £5 M&S voucher for every sale made over seventy five pounds.
Answered 25 Jan 2018
I meet all the criteria for people skills but lack technical knowledge is there a place for me working for apple where their is opportunity to develop and seek promotion to technical expertise given motivation and ability
Asked 30 Oct 2017
Of course there is. Motivation is what is going to earn you more respect because they want people who are open to learning, not already know-it-alls
Answered 21 Jul 2018
Absolutely. Apple hire on personality and people skills, if you are the right person they will hire with no technical experience at all.
Answered 13 Jul 2018
Can you work remotely at Apple?
Asked 1 Oct 2018
Working as sales executive makes you even more expected person in others eye specially in your boss eye. But i enjoyed working there.
Answered 17 Feb 2020
Yes, I worked remotely as an at home advisor
Answered 26 Jan 2020
What should you wear to an interview at Apple?
Asked 29 Apr 2018
Answered 1 Oct 2018
Casual, not formal at all
Answered 2 Jul 2018
What is the organisational culture at Apple?
Asked 30 Jun 2017
Apple seek to clone you and replace you and your family with electrical mimics...no! it's a joke. A very humanist and open cultured company I deeply enjoyed working at.
Answered 21 Jul 2018
Very team orientated and passionate about customer experience and recycling all products ,