Pros
Nothing that I can think of
Cons
I have been thinking about this review for a long time, way before I managed to escape to a new job. I want to start off by saying please read and take note of the reviews written. When I first got offered the job I checked and ignored them thinking dogs trust is a big charity so surely they must treat their staff well. This was my first mistake. Dogs Trust is the worst company I have ever worked for. The contact centre management team thrive on bullying and belittling the agents in the role. I have often seen people crying due to comments from management. The agents are overworked and under appreciated. Not just by the contact centre management but the organisation as a whole. We were often told to lie or mislead customer to get their details onto our system. At the end of the day, all they were after was people's data. If someone asked about a dog which we knew had gone we had to pretend we would check just to get their contact details. Your stats are monitored and they are incredibly strict. Even if you were over your talk time by 1 second you were put on a plan and told it was not good enough. This is despite our calls often being emotionally charged (which we are not trained to deal with, such as people threatening suicide). The dogs do not matter at all to the contact centre. They brought them into the office as an incentive for doing the job. Multiple people are off work long term due to mental health issues as a result of the pressure from the management team. You could reach out to a team leader when you're struggling but you would receive no support. The only time team leaders reach out is when you're not meeting your stats, as it reflects poorly on them. The HR policies are outdated and when you are off sick you are questioned when coming back. You are told how it puts pressure on your fellow agents, making you feel guilty for something out of your control. I was off sick for 1 day in December and was called that evening saying they might not pay me if I wasn't in the next day. I needed money for christmas gifts and rent so had to go in, even though I was throwing up that morning. The contact centre is incredibly busy with increasing amounts of abusive calls from the public. Despite this, team leaders have jokey 'management calls' messing about with the filters on zoom whilst we are crying out for help. The rehoming centres also make our life harder by uploading puppies when we are shorter staffed despite being told not too. Once again, the management team do nothing about this to help us. Also they just made our call marking stricter despite how much everyone is struggling. The management team take entertainment from making the job role worse for us. Such as, changing our teams despite promising this wouldn't happen due to how we were already struggling with the constant disruption. They just did it because they can. There is no job progression at all either, I was even told by a member of the management team that it is 'a dead end job' The staff leaving these reviews are not lying nor do we have a vendetta against the company, we have just had enough of the constant mistreatment and under appreciation. We are not just looking for a career change, we are escaping Dogs Trust. I hope that my friends manage to leave this organisation soon and to anyone contemplating this role, please do not take it for the sake of your mental health.