Pros
There used to be some fantastic colleagues, but unfortunately, most were made redundant recently. Shift patterns have recently become more flexible, with 5pm finishes reintroduced on some weeks as part of the rotation. However, this is subject to change again, potentially leading to another decline in work-life balance.
Kontras
Management is disorganised, unapproachable, and fosters a toxic culture where bullying and favouritism are routinely ignored. I personally experienced a serious breach of my own data protection, which was never properly addressed—raising major concerns about how employee privacy is handled. The company has carried out several redundancies, with little transparency or consideration for staff wellbeing. Employees are expected to absorb relentless pressure, as management continually allows the client to dictate unrealistic demands without challenge. Call status targets are unachievable, and the emotional toll of the role is extreme. Staff are frequently exposed to highly distressing calls, including those involving domestic abuse, terminal illness, and suicidal individuals—often with inadequate support or debriefing. The impact on my mental health was severe. I was signed off sick as a result, and even after experiencing a panic attack, I was still pressured to attend meetings. There was little to no genuine care or support shown during this time. Overall, this was a deeply damaging and unsupportive work environment that I would strongly advise others to avoid.