American Express Reviews in United Kingdom | Glassdoor

American Express UK Reviews

Updated September 13, 2017
7 reviews

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United Kingdom

1.0
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American Express Managing Director Rafael Marquez
Rafael Marquez
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7 Employee Reviews

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More Pros and Cons

  1. "Customer Service"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Brighton, England (UK)
    Former Employee - Customer Service Representative in Brighton, England (UK)
    Doesn't Recommend
    Negative Outlook

    I worked at American Express full-time (More than a year)

    Pros

    Great location and subsidised canteen

    Cons

    Very bad management and salary

    Advice to Management

    Chose managers for the international team based on their work experience and people management skills.


  2. "Worst Job I've Ever Had"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Credit Specialist in London, England (UK)
    Former Employee - Credit Specialist in London, England (UK)
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    - Great benefits incl private health insurance (without health questionnaire - which is a good thing),
    - 35 hours per week,
    - convenient office location (UK)

    Cons

    - lots of people taking lots of sick days (it's because of the job),

    - outdated systems,

    - ridiculous work processes due to those outdated systems,

    - ridiculous processes relating to when you're 1 minute late, or when you can't take your breaks on time because you're on the phone speaking to a customer - in every other company your manager would be aware when you're on the phone and doing actual work. However, at Amex you have to explain yourself in writing to a different department and the people there may or may not adjust your times. If you think this isn't important, think again because 'adherance' (your adherance to your shift and your brakes) is important when it comes to your bonus!

    - the department works with a caller, this means that people are called by an automated system, and as soon as a customer answers their phone, the system connects the customer to a Credit Specialist. This takes a few seconds, so by the time the customer is put through to you, they've already shouted "HELLO" five times down their phones because there's no one on the other end... be prepared to have people shout in your ear all the time. And be prepared to have people tell you that they've been called 10 times in the past hour which, of course, isn't reasonable for a person to do, but they were never called by a real person, and obviously you're not supposed to tell them they were called by an automated system - and it gets old and it's a waste of time explaining this to every other person you speak to...

    - middle management is useless. All the team managers in my department were robotic box-tickers.

    In a nutshell - the job itself is terrible because you're supposed to make people pay off their credit cards debts - but not every customer can or wants to pay. So you'll have a lot of shouting, complaining, lying and even crying - many customers have a tragic back-story to share, and you'll have to deal with the occasional suicidal customer which, obviously, is not only difficult, but it gets to you.

    Advice to Management

    I wouldn't know where to start! I'm just glad I left.

  3. Helpful (1)

    "If you want to get into politics...."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Manager - Business Development in London, England (UK)
    Former Employee - Senior Manager - Business Development in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I worked at American Express full-time (More than 3 years)

    Pros

    work-life balance
    nice ppl
    international footprint (at least in Europe)

    Cons

    so political...so so so political
    doesn't pay well
    very slow decision making process in everything (because they are so political)


  4. "Customer Service Rep."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Bristol, England (UK)
    Former Employee - Customer Service Representative in Bristol, England (UK)
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    there are absolutely no pro's!

    Cons

    - legacy systems
    - humiliating expectations of workload for reps
    - internal company processes are out dated and inefficient
    - bad salary
    - bad company image and reputation

    Advice to Management

    get new systems and employ younger managers


  5. "Used to be good, Now really bad"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Director - Marketing in London, England (UK)
    Current Employee - Director - Marketing in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at American Express full-time (More than a year)

    Pros

    Global brand
    job opportunities
    Could be good again

    Cons

    Management- I work in the local marketing team and the politics are terrible. No career progression opportunity and the only way to get promoted is through internal sponsorship.
    The rating system is a complete joke. Completely irrational.
    Central marketing function is a waste of space and money. They waste money coming up with useless ideas that do not drive results.

    Advice to Management

    Restructure the marketing function and get rid of the dead wood.
    The central marketing team spends lots of money to attend fashion shows and film premiers that do not drive customer satisfaction and profit.
    Meanwhile the local markets are struggling to deliver good products to our customers
    The old ethos of Amex is lost and VPs behave like gods.... Never seen anything like it,


  6. Helpful (4)

    "Frightening place to work!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Business Analyst in London, England (UK)
    Former Employee - Business Analyst in London, England (UK)
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at American Express full-time (More than 5 years)

    Pros

    a) Lots of opportunities to move around the business - different locations, different business units
    b) They like to promote work-life balance and can offer flexible working practices
    c) Your co-workers are generally really nice people

    Cons

    a) People move around the business a lot and therefore if you leave Amex, it can be a challenge to explain what you actually did throughout your entire time at the company
    b) People work very hard and long hours at the company - to save money they like people to look after multiple geographies which means lots of late night / early morning conference calls etc
    c) People either stay a long time or realise that they can make more money elsewhere. There is quite a high churn rate of people due to constant restructurings, people leaving which means that the workforce is kept relatively young (and cheap). There aren't that many older people in the office - unless you are a Director (or above)
    d) The company likes to consider themselves ethical and respecting employees but there are examples of double standards - nepotism, getting rid of people they don't like, and unethical business practices to achieve sales quotas.
    e) They've slowly cut back on compensation - bonuses and pay rises are derisory and they no longer give out stock options. My non-contributory final salary pension has now turned into a stakeholder pension!
    f) They have a very short-term view of business - everything revolves around 1-year goals - which means that they don't like to risk any long-term projects. Effectively, because of the annual review process you only have 9-months in any given year to make your targets.
    g) Don't be surprised if you get a new boss every year - they restructure a lot!
    h) They don't spend as much money on training as they used to

    Advice to Management

    Listen to your employees and start living the values you espouse


  7. "American Express"

    StarStarStarStarStar
    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Systems Support Specialist in Brighton, England (UK)
    Former Employee - Systems Support Specialist in Brighton, England (UK)
    Doesn't Recommend
    No opinion of CEO

    Pros

    Global brand
    Friendly-ish environment
    "Blue Box Values"
    Positive

    Cons

    Don't recognise the value of their staff
    Don't live up to their goals of paying in alignment with similar roles in the area

    Advice to Management

    Learn that your most valuable asset is your staff


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