iiNet

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iiNet Reviews

Updated October 31, 2014
Updated October 31, 2014
33 Reviews
2.9
33 Reviews
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iiNet CEO Michael Malone
Michael Malone
20 Ratings

Employee Reviews

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  1. 1 person found this helpful  

    OK workplace

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Auckland (New Zealand)
    Former Employee - Customer Service Representative in Auckland (New Zealand)

    I worked at iiNet full-time (less than an year)

    Pros

    Good place to start your customer service.

    Cons

    Only suited for sales and customer service people. Almost no growth opportunities for the technical people. Do not join a CSR role at iiNet if you are looking to build a career in IT

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  2. 1 person found this helpful  

    There's a reason your turn over is so high...

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Officer
    Former Employee - Technical Support Officer

    I worked at iiNet full-time (less than an year)

    Pros

    - Although the training is limited, at least it was offered. Trainers were great people.
    - My fellow workmates were all good people and easy to get along with.
    - Free soft drinks nearly everyday.
    - Coffee machine is great.
    - The HR Health Line number which you used to log an absence was useful and a genuinely good idea.

    Cons

    - Very low wages, barely $18.00 an hour. Not worth the sheer level of work you're expected to do.
    - Not all Senior Customer Service Representatives were like this, but some straight up refused to do their assigned duties like taking escalations. Also if the call centre is shut but you're still on a call, and you need help, don't expect anyone to be available.
    - Software used by iiNet is outdated, slow and malfunctions often.
    - Management and HR are sensitive to criticism, even if it is constructive. Be very careful when they start asking for your opinion.
    - The KPI's are extremely challenging to achieve simply because of how the system is structured.
    - Management and HR are apathetic when it comes to employee well-being.
    - Highly political environment, don't fall on the wrong side of the political spectrum whatever you do.
    - Roster is very inflexible.
    - Work life balance is a joke.
    - All the "fun" facilities are there for show, as if you have time to use them!
    - Heaps of managers are outsourced. So many of them have NO system knowledge or technical support knowledge.

    Advice to ManagementAdvice

    -I think the KPI's shouldn't be so strict with employees who are just starting. One cannot provide exceptional customer service with such strict KPI's. If you hire people with no former technical experience and provide them with a training course that lasts for only 2 weeks, don't expect the KPI's to be achieved within the first month on calls.
    - Please give people their lunch breaks without sacrificing their KPI's. You cannot expect someone to work straight 9 hour days, 5 days a week without it compromising their well being.
    - Make your rosters more flexible.
    - Review the return to work policy- is it really necessary to have a return to work meeting following a single logged absence? Maybe it is better to address absences when they are frequent or occur on consecutive days..
    - Be more professional and listen to your employee's feedback. Give them encouragement when they meet their targets or get good customer feedback. If someone makes a mistake coach them as soon as possible. Don't leave it until the end of the month.
    -Extend training time especially if employees have no prior technical support experience. Provide on-the-floor experience.
    - Provide more opportunities to tenured staff.
    - Ease up on the micromanagement.
    - Ease up on the outsourcing of managers with no system knowledge or technical support experience.
    - Increase the hourly pay or at least make R&R easier to achieve.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  3.  

    Not a bad place to work.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Officer in Hawthorn (Australia)
    Former Employee - Technical Support Officer in Hawthorn (Australia)

    I worked at iiNet part-time (more than an year)

    Pros

    I worked in technical support. This was basically front line customer service work with a technical flavour - assisting customers of iinet's home broadband products with technical troubleshooting. I found that people working at iinet were professional in behaviour for the most part. I didn't encounter any bullying, racism, etc. I worked at the Hawthorn, Victoria offices. The physical environment was pleasant (not cramped, decent views, close to shops). The systems were decent (not antiquated). I was able to negotiate hours & times that fit with my study commitments.

    Cons

    Pay not so great. Front line customer service work is repetitive.

    Recommends
    Positive Outlook
    Approves of CEO
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  5.  

    Great place to work, amazing culture.

    Current Employee - Human Resources in Perth, Western Australia (Australia)
    Current Employee - Human Resources in Perth, Western Australia (Australia)

    I have been working at iiNet full-time (more than an year)

    Pros

    The growth and travel opportunities

    Cons

    Structure the KPI's more inline with the ever changing roles.

    Advice to ManagementAdvice

    Keep the family atmosphere going, know the names not the numbers.

  6.  

    Interesting work but at low pay

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Senior Systems Engineer in Perth, Western Australia (Australia)
    Current Employee - Senior Systems Engineer in Perth, Western Australia (Australia)

    I have been working at iiNet full-time (more than 5 years)

    Pros

    Interesting work on a national scale.

    Cons

    Poor pay, high turn over of staff, a lot of silo's, and a lack of imagination when it comes to innovation.

    Advice to ManagementAdvice

    Take some risks.

    Doesn't Recommend
    Positive Outlook
    Approves of CEO
  7. 1 person found this helpful  

    Stress Ridden Nightmare

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Support Customer Service Representative in Auckland (New Zealand)
    Former Employee - Support Customer Service Representative in Auckland (New Zealand)

    I worked at iiNet full-time (more than an year)

    Pros

    -some genuinely nice and helpful staff empathetic to you because they've been through it all before

    Cons

    -lowest wages in the industry
    -training is a joke, less than 2 weeks before you are literally dumped on the phones with no support. this includes new employees with no previous IT experience that iiNet were still for some reason more than happy to employ
    -Senior CSR's have an attitude of "I've already done my time here, i don't need to help you". Will frequently refuse to do their stated duties such as taking escalations
    -The most abusive customers I have ever dealt with
    -Pathetic internal processes, front line staff have no better contact with harder to reach departments than the customer does leading to ridiculous waiting times for services and proper resolution of problems
    -Completely robotic management style : reach your KPI's or get out
    -Severely outdated and buggy internal systems make each task take twice as long as it should
    -Too many externally hired Managers with no experience in IT and no knowledge of how the systems work

    Advice to ManagementAdvice

    your employees hate you

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8.  

    It is what you make of it.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Senior Customer Services Representative in Melbourne (Australia)
    Current Employee - Senior Customer Services Representative in Melbourne (Australia)

    I have been working at iiNet full-time (more than 3 years)

    Pros

    Most people that work there and leave have the same comment, the people there make it worth while.
    As a CSR, it's the best way to get any entry level billing or entry level technical support knowledge bar none.
    Get experience working with nearly all available commercial technologies.
    With the new EPA increase salaries are not as bad now when compared to other ISPs.
    A good place for new people to the work force to open their eyes, know what hard work is and set goals for the future.
    The workplace actively tries to foster a community feel with events being thrown every so often.
    R&R bonuses are achivable and can significantly boost a CSR/SCSR salary

    Cons

    Nearly every next step position for a CSR/SCSR is located in Perth.
    The level of technical aptitude for the range of products that is available is much too great for a CSR/SCSR.
    The pay level is still around 5k lower than equivalent positions at other ISPs.
    The level of KPI's and in-depth monitoring of staff statistics can be oppressive.

    Advice to ManagementAdvice

    A few thoughts on my role as a SCSR over the years.
    The work that a CSR/SCSR does can't always be quantified as surely as the sales CSR, but its the role that means customers don't leave the company. What use is a company that makes money off new customers if it can't retain or maintain the money it has from existing customers?

    The salary has finally increased to being mostly worth while after the lastest EPA.

    Every-so-often the staff in Melb look at the iinet careers page, apply for positions and find out later its gone to someone in Perth. Its rather telling how centrist iiNet is to Perth when a subpar CSR (I know of 2 so far) can suddenly progress to joining the Peth NOC.

    There's prob loads more, but time doesn't permit further comment. Suffice to say that I'm sure iiNet have heard it all before and the business model doesn't push for any drastic changes.

    Recommends
    Positive Outlook
    No opinion of CEO
  9.  

    OK if young or inexperienced in field

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Hawthorn (Australia)
    Former Employee - Anonymous Employee in Hawthorn (Australia)

    I worked at iiNet full-time

    Pros

    Good staff environment with entertainment area coffee vending machines etc, fun benefits, easy systems, good team environment, free internet

    Cons

    Low salary, overly micro managed, opportunity for legitimate development small,

    Advice to ManagementAdvice

    Team leaders need to be trained better as managers

    Recommends
    Neutral Outlook
    Disapproves of CEO
  10.  

    Significant improvement required

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Senior Programmer in Perth, Western Australia (Australia)
    Current Employee - Senior Programmer in Perth, Western Australia (Australia)

    I have been working at iiNet full-time (more than 3 years)

    Pros

    - Most of the people on the front line are nice, so you're working with people from all areas of life
    - Cake day and other social related gimmicks
    - Great coffee machine

    Cons

    - Management too busy playing politics
    - Management chooses to ignore in-house technical staff. Prefers to outsource to contractors, who'll pretty much say the same thing, but get paid heaps more to say it.
    - Renumeration is poor vs industry wage standard.
    - Project work can have very unrealistic deadlines.

    Advice to ManagementAdvice

    More fair renumeration
    Listen to opinions of in-house staff. They work with the systems and are "your" technical specialists. Promote these staff and listen to them.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  11.  

    Fantastic culture, hard work rewarded

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative in Perth, Western Australia (Australia)
    Current Employee - Customer Service Representative in Perth, Western Australia (Australia)

    I have been working at iiNet full-time (less than an year)

    Pros

    Great sales bonus scheme, with achievable statistical targets. The company has a great culture with a really collaborative atmosphere. Plenty of options to progress or switch departments.

    Cons

    The happy culture is a bit deceptive, maybe they model the offices on Google or other big tech companies a bit too much. You can only relax if you are hitting your targets.

    Recommends
    Positive Outlook
    Approves of CEO

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