Working at EE: Company Overview and Reviews in the United Kingdom

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836 reviews
EE, UK Ratings
Average rating of 836 reviews on Indeed
3.1Work-life balance
3.7Pay & benefits
3.1Job security & advancement
Everything Everywhere Ltd. 37 North Wharf Road Paddington London United Kingdom W2 1AG

Popular jobs at EE in the United Kingdom

 Average salarySalary range
8 salaries reported
per hour
46 salaries reported
per year
4 salaries reported
per hour
20 salaries reported
per hour
18 salaries reported
per year
Salary satisfaction
Of the employees are satisfied about their pay, in the United Kingdom
Based on 2591 reviews

EE reviews

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Overall reviews at EE

Sales Advisor | Merthyr Tydfil | 16 Oct 2021
Under paying and soul destroying
Started off as a decent place to work but with the bt takeover things have rapidly gone downhill. The company claims to champion mental health but everything comes second to sales performance and online time. I know a significant portion of the workplace is taking anti depressants with many I talked to claiming the job to be a significant reason. Leaders don't care if you're struggling all that matters to them is that you are on the phone selling. They say in big businesses you are nothing but a number and ee takes this to the extreme. You are micromanaged to the second. 2 seconds late from logging back in after a break? It's going to be brought up. You're treated more strictly than a young child in primary school. It's ironic you're tracked so closely yet if a call takes you half hour over your shifts end you have to chase relentlessly to be paid for the overtime and if this isn't put in by a manager within a day it's no longer payable. Targets are purposely made to be as unachievable as possible. Comission payments were once fair and reachable with everyone having a chance. This has since changed with the comission scheme reviewed and changed every month to the point not even senior managers have any idea of what needs to be hit or how overall payments are calculated is also a mystery (if you get any!) If you're looking for progression unless your face fits you have no chance. I've personally seen consistent top performers overlooked for progression opportunities. You'
ProsWork colleagues
ConsUnsociable hours, mentally exhausting
Sales Representative | Greenock | 7 Jul 2020
Better Than Most Call Centres
I've worked in call centres all my life & it is the best place I have worked in - however this isn't saying much as it's the best of a bad lot. Management only want you to hit numbers for ridiculously high targets. If you're not hitting numbers then file notes & improvement plans are discussed. Targets change all the time. You end up finding out mid-month what your targets are, so you've not got enough time left in the month to actually be able to achieve your target. You ask for things to be done to help improve your performance - never gets done or you get fobbed off with excuses. You deal with fantastically entitled customers - which makes the job really stressful, knowing that you need to be nice to them in order to hit your NPS scores. In short, you do not get paid enough for the amount of stuff you need to take from customers. The verbal abuse, the mental strain of dealing with rude customers & ever increasing targets which are practically not achievable for most who work there & higher management that couldn't care less about you - you are a number at the end of the day & totally replaceable. They expect all staff to work at the same level - which is not possible as certain folks excel in different areas, yet this is unacceptable. You're seen as all the same - desk monkey drones that just need to get on with it. Huge example of higher management being totally money driven, during the current pandemic, EE didn't close its doors - saying that upgrades
ProsIt's a job
ConsLong hours, not paid enough for what you go through
Customer Service Representative | Plymouth | 1 Nov 2021
It isn’t for everyone
This is the kind of job that fits certain people, have you got a friend that speaks at the speed of sound and bounces from subject to subject? Yeah them kind of people. Personally the job is manageable and not difficult to do, achieving the minimum is easy. But the standards are always changing which makes doing your job difficult, the line managers are super nice and supportive from my experience (all three I’ve had so far), however the higher ups who decide targets seem to not have a clue. Think you can fix a long winded issue whilst asking questions and also talking about a customers personal life and making general conversation at the same time, wel yeah you gotta be pesonal, whilst also not being on the phone for longer then 600 seconds, not using more than 25 After Call Work and a requirement of less than 20 seconds hold time (this includes times waiting to call through to other departments). You have to keep your outbound calls to less than 30% but also they will give you call backs to do that other teams have asked to be picked up. Don’t forget value add! Make sure you recommend another product to a customer before the end of the call! You gotta do that on at least 30% of your calls too! Don’t get me wrong, the job has a lot of upsides, they do volunteering, you get 24 hours of paid hours to volunteer which is usually picking up trash on a costal path or beach and half the time it’s just your manager and your team messing about. Team meetings can be fun once all
ProsDiscounts, Mental health support, rewards, support
ConsLong hours, stressful environment, unrealistic goals.
Customer Service Representative | Darlington | 16 Jan 2021
The Dreamkiller
I started when I was a teenager at this job and was there for a year. The call centre aspect of it was fine - if you’ve worked in call centres before it isn’t easy and you do get difficult calls that is a part of the package. What drastically effected me was the work life balance & the attitude towards that. There was some really amazing aspects to EE but the heaviness this job had on me just wasn’t worth it. It is a dream killer. People who get comfortable with the wage and get a very false identity from this job. You can progress in this job to Lead roles, 80% of people gain this horrendous attitude to other advisors because this job consumes you so much people start to see it as their whole life. You will be fed by Ops managers so that you live and breath EE, despite the toxic management attitudes and unhealthy working habits. Under limited circumstances are there any flexibility in work shifts. They have flexi-time which you have to earn and is almost impossible to use due to how many people use. The thing is this job isn’t so bad if you want those things. But if you are young, wanting to find your feet in the working place, and gain some skills please don’t go. The pressures of the working hours and the extreme corporate attitude really isn’t good for young people. I was scared to go into work in case I forgot to do something on a call, terrified I was going to be penalised for it. I had a special date in my diary and made management aware of it for 3 months and due to
ProsColleagues are fun and friendly, cheap phone contract
ConsNo work life balance, stressful for young people
Customer Service Representative | United Kingdom | 21 Dec 2018
pitiful joke of a job
This company is starting to feel like an absolute joke.... It's starts from the top with the My EE training which states not to yo mis sell. don't hide costs, don't sell items or products that the customer requires, but as you filter down the management chain down to store it's constant badgering of "why didn't you add a tablet go that sale? why didn't they take broadband? " and then when you justify your actions to store manager your told your just making excuses, there's the constant put downs on the region's sock group band, when you miss targets your performance managed, If you don't fill out "customer resolution sheets" with every customer because they ethier a) walked in yo the wrong shop or b) have a very quick question c) top up thier old pay as you go phone cos there average top up is 10 pound a year management jump on on you with " you didn't offer them a new!!! where the broadband conversation?" Your told during your traing that customer service is key but when helping you beraided for "why didn't they take a tablet? or broadband? why did you not sell them a watch ?" when you state they said they can't afford that, your making excuses the whole job is pitiful from management chain upwards. When you work in a store with no management for close to a year and basicly run store from rotas and complaince paperwork etc as a uatomer advisor then you try for promotion you get told your not ready or your barely a good advisor brings down your moral. An
Proscheap stAff contract
Consthe job, the store management and uo are just con artists
Floor Manager | London | 29 May 2014
Day to Day
Working as part of a strong sales team to achieve targets. My role includes motivating and coaching the team to work together as a sales strong team to achieve and exceed store and personal targets. On many occasions I have run the store for weeks and months at a time while the manager has been absent on annual leave, during times of recruitment for new management. During these times great results have been delivered with targets being achieved, where other stores in the division have not managed to achieve them. On a day-to-day basis my role includes stocktaking and then investigating any discrepancies. I regularly manage business accounts and advise customers where changes could be made in order to achieve the best result for them. For the past five years I have been an appointed key holder, which means making sure the shop is open and ready to trade in the mornings, as well as being secure in the evening. Customer service is a huge focus for me; I believe the customers needs should where ever possible be met as well as delivering an expectation of service the customer will expect from the staff member as well as the company. I have recently transferred within EE to Wood Green, working as an assistant manager. The role involves managerial duties, such as team management, wages and general day-to-day running of the store as well as all the roles already mentioned. I was also nominated as the store expert when the two brands of Orange and T mobile came together so that all s
Analyst | Merthyr Tydfil | 9 May 2013
Progressive and varied workplace
In a typical day at EE I would begin by analysing the day's requests for agent offline time in all departments across two brands and six sites. This would be dependent on the departmental forecasts for the day, and also dependent on the variances to the forecast as the day progresses. I would then change agent skill profiles for agents completing overtime in other departments. I would then man the Real-time IVR throughout the day while completing any other work to follow. I would then liaise with Scheduling to produce a new staffing plan for the next day, which I would base tomorrow's decisions on. I would calculate shrinkage variances for senior staff to include in their commentary, volume and call handling time variances, and conformance. I would then speak to a duty operations manager about any discrepancies to investigate anything in the operation that may be causing them. I learned a very high ability to multi-task and work under pressure, particularly during the merge of our two brands. I learned to perfect my management technique and the value of good quality conversations to maximise productivity in the operation. I enhanced my use of Microsoft Office applications and internal resource systems. I felt the structure of the department was quite top heavy but there was the benefit of career progression with so many senior roles to potentially move into. My co-workers could be quite challenging sometimes, but this made my attention to detail scrupulous and enc
ProsBusiness mobile phone and free broadband
ConsLong hours with no standard shift pattern
Customer Service Representative | North Tyneside | 22 Nov 2018
You are but a number
Not sure what happened at EE but there has been a massive change in the way things get done. As a customer service representative you are just simply viewed as a number/bum on seat taking calls. Operation Managers act as they are Gods looking down their noses at you. And if you have an issue with shifts or something happens at home then they go out their way to tell you why you should be lucky to have a job and not to bother them. The Managers keep going MIA (for smoke breaks, extended lunches and even in some cases for their hair appointment) and are only interested in their bonus and keeping the Operations Managers off their backs by blaming anyone but themselves. There is no accountability for their actions and God forbid you take a complaint call to them after you have followed the company process to the letter, they just say/do anything to avoid taking the complaint call (but in the odd occasion the call is taken then the generic outcome is only to credit the balance in full just to get the call ended) Shifts are 'looked at' all the time and it is messaged to you as the company is looking at the best shift rotations to give you a balance however in truth it simply means you will be working more late shifts and weekends and we're not interested in you having a life or commitments. Support. You are told that you will be supported all the time however in truth this is just an empty statement to get you to buy in to their lies. If you are sick then the ma
ProsThe 75% discount
ConsPoor hours, lack of honesty, hidden agendas.
Entry Level Technical Support | Plymouth | 1 Mar 2017
A sad and sorry place full of depression.
When you first join, you are enthused by the "sales pitch" for the job role given by the caffine driven training staff. This involves flip charts and endless hand outs of customer lifecycle revision. By the time you actually sus the place out, you come to realise that its very clicky. One of the call centre managers even handed his mrs and her friends easy roles with good pay despite having being vastly under qualified. Others seemed to kiss back sides to get a leg up. Very incestual as everyone seems to be in a relationship with another staff member and usually has a string of ex partners within the staff. This can make it awkward to make friends outside your actual team through fear of breaking loyalties. Heavily stats driven and if you fail to conform then you can be managed out of the company. Very high level of clinical depression and many off sick with this. One local doctors surgery even spoke to a local MP about the issue. I worked at the place for around 5 years and saw many come and go. I was given privillages that others were denied purley due to friendships with managment and this seemed unfair but I wasn't complaining. I finally left the role to go travelling and would never go back. To quote 99% of the long term staff, "i got stuck in a rutt" Good as a short term stop gap but if your at the place over a year, expect to become depressed unless you have it easy like I did. Some team leaders are great, others let power go to their head
ProsCanteen prices, free bus pass, social events
ConsManagment, stats, clickyness, micro mangment
Customer Service Representative | Plymouth | 14 Jun 2016
Productive but stressfull
A typical day would consist of arriving, turning on the PC and monitor, loading all of the necessary programs and then waiting until they were fully functional to use. It was necessary to attend to you machine at least 15 minutes early just for these to start or if there was issues such as the PC not working etc. I would then look at my time sheet to take note of breaks and lunch and what time I would 'Clock out'. When online I would expect phone calls instantly and not even 10 seconds between each call but some days it wouldn't be as busy and it would be a privilege to have 1 - 5 minutes between each call. I would be talking to customers about broadband and the tarrifs included or I would be setting up a home move for existing customers. I would be making sure they could have either the same or a similar home number as before depending on the area they have moved to and I would also check to see if they could get a better deal with us in terms of internet speeds because some areas supply fiber optic broadband etc. Co-workers were amazing. If you needed any help or had a query then nine times out of ten you would be able to receive the support and the management would also assist on anything you could think of. The hardest part of the job are the customers. Most people of the public are rude but I learned to put up with it seeing as I was a 'Customer adviser'. Some of the customers were nice but sometimes it was like trying to get an answer out of a brick wall.
ProsFree Bus Pass, Paid Holiday, Salary
ConsLong Hours, Dealing with the Public

Questions and answers about EE

How does someone get hired at EE? What are the steps along the way?
Asked 17 Jun 2017
Through the website
Answered 3 Mar 2022
Apply interview then find out if you have job
Answered 16 Mar 2021
What is the interview process like at EE?
Asked 30 Mar 2017
I have worked in call centre and as sales advisor in a store. Interview process is telephone interview, and for contact centre the next stage is going in and playing a role play scenario. In store its trying to sell a contract based on information provided. All in all an enjoyable experience and was made very condor table at both.
Answered 24 Feb 2019
Friendly, calming
Answered 20 Nov 2018
How did you feel about telling people you worked at EE?
Asked 15 Mar 2017
I was proud of it until 2015 when BT bought EE tbats when it all changed.
Answered 4 Feb 2019
Interesting and challenging projects. Large scale pieces of work that benefit the country and community.
Answered 27 Aug 2018
What should you wear to an interview at EE Ltd?
Asked 27 Apr 2017
Standard interview clothing.
Answered 18 Dec 2018
Casual smart - workwear
Answered 26 Jun 2018
What is the EE employee discount?
Asked 15 Mar 2017
Agents can get 30% of a restricted number of lines and 75%off their own. Managers and upwards get free mobile account and Labtop
Answered 28 Jul 2018
30% friends and family 75% off personal phone Allow to take a iPad or other item at 75% off aswell as phone contracts BT benefits ie child care vouchers, sky diving for cheaper prices etc.
Answered 25 Jul 2018