Pros
Saturday half-day work is counted as overtime, paid one and a half, but you better check if they have actually paid you or not as I checked and found they’ve not paid me by their silly mistakes.
Cons
They don’t know what insurance is and break their own contracts to save money in their pockets. -meaning they want you to use their customer service centres as they have a better deal with their preferred repairers compared to repairers outside (approx. savings of 33%), so in order to save money they would back date (breaking their insurance contracts) and give customer rental car benefits to get customers to use their service centres. So much fairness for other customers who ‘has’ been paying for their rental car benefits. These unfair practices have been going on for years but are now scrapped because there are no more savings anymore. It's all about money, not because they care for their customers. Claims staff don’t know and don’t read policy documents. Poor training, they push you into the deep end right from the start and results in staff being stressed and burn out. Staff always cough without wearing a mask, and poor personal hygiene. They asked staff to wear face masks not because of health reasons but because of bad publicity via their FB page. AA exploited their staff because the service centre is so busy (and understaffed) that it’s the norm that you can’t take your last 15 mins' breaks, and they don’t notice/care and they won’t pay you back in money or in time to be taken the next day (breaking the law here). Staff do their LMS (online learning modules) in their own time when they shouldn't be. Staff come in early and stay back to finish their work without pay because the workload is way too much. Management & TL places the wrong focus and directions on a face-to-face customer service centre role and measures your performance based on how many calls you take per day (min 10 calls per person, and most of the calls were not for the centres and which you were not trained on. This an illogical and unfair way to measure staff performance, as target is base on something you're not trained on plus it's not your main role, i.e. they measure your work on how many calls you take instead of dealing with appointment-based customers at a customer-facing centre. This results in customers waiting unnecessarily as staff were trying to hit their target and forgot who their real customer is: which is the face-to-face appointment customers! Management & TL do not see how busy and high workloads their staff face, no understanding and they don’t want to understand or listen. Even when they started in the industry from the same positions. As a result, the staff just do a half-ass 50% pass job, as long as it’s done quickly, as it’s quantity, not quality they’re after. Cutting corners here and there. If you’re a customer picking up your cars after the repairs, you better inspect the repair works carefully as repairers also do a half-ass job, and the person that checks it does a poor job checking it as well. Micromanagement, you have to work the way they work and be prepared that they’ll pick on your mistakes. You'll make mistakes no doubt because you're constantly disturbed and cannot concentrate on doing your work. There's an excel sheet you can give feedback to others about mistakes they made, but you can't add more in there, due to you're not authorised to write in it. Poor communication between staff and repairers results in customer suffering. Overall this is the worst job in my career because the team leader has no compassion towards the staff, she doesn’t understand the hardship staff went thru on a daily basis and she supports the unreasonable demands/workloads from the senior management and supports them by exploiting her own staff. Not only that, she has her favourites, if she doesn't like you, she would bully and picks on you, and the worst part was she would give you a bad reference for your next job applications just because she doesn't like you. Seriously, a very toxic workplace created by management and the team leader. You would either apply for a 'grievance' or just leave the job. No one should suffer in a workplace like that. A workplace like that shouldn't even exist.
