Pluspunten
Free lunch, monthly office party, benefits.
Minpunten
I can tell you for free why the London office is one of the worst performing offices. There is a toxic environment which has come from decisions taken differently, based on subjective views and there is no equality between employees. It is absolutely right to ensure that attendance policies are adhered to, however those policies only seem to be applicable to customer service agents only and not senior members of staff such as team leaders or management. Examples of this are people losing their jobs or put under pressure for formal meetings and warnings, however team leaders are blatantly arriving late themselves in front of agents on more occasions than those people getting fired. Sometimes they try and cover it up saying they were in a meeting room when you can clearly see them running into the building. Agents are not able to see when their managers are late on the same system where every single customer service agent latenesses are shown to all employees. Also people are actually losing their jobs or having formal meetings led by those same team leaders. Another important thing is that employees wellbeing has been completely forgotten because it’s all about numbers and there is no human touch or empathy in any way. There is no appreciation or values for the agents which are the heart of this company and this obviously reflects in the quality of the performances as well. Investigations are performed on certain agents but not on others that have a really good connections with managers or team leaders and this has absolutely brought the situation to another level. Is no coincidence that employees have successfully sued the company multiple times. Also, imagine your job being on the line because customers voice their feedback over issues such as booking.com policies or hotel complaints via a questionnaire that is sent to determine their satisfaction on the interaction had with the agent. Career progression is extremely slow and it could take several months or years. Who is cheaky is rewarded against who works honestly and hard. Finally, employees want to raise their concerns as this is what this office has been going through lately but are scared of being targeted or victimised. This has to stop because something serious could happen and it could bring many people to mental breakdowns or even worse.
