esure Customer Specialist Reviews | Glassdoor

esure Customer Specialist Reviews

Updated Mar 2, 2019

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Found 10 reviews

3.3
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43%
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esure CEO David McMillan (no image)
David McMillan
0 Ratings
  1. "Customer Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Specialist in Manchester City Centre, England
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at esure full-time for more than a year

    Pros

    Very friendly environment Great colleagues and generally helpful managers

    Cons

    ACW target was unfair as other places are usually around 2 minutes.

    Advice to Management

    Recruit internally

    esure2019-03-02

    esure Response

    March 12, 2019The HR Recruitment Team

    We would like to thank you for leaving a review. It’s great to receive such positive feedback from our colleagues, both current and former. We will also take your constructive comments into account. If there is anything else that you would like to add then please feel free to get ...

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  2. "So much to do, so little time"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Specialist 
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I have been working at esure full-time for less than a year

    Pros

    Decent training period with useful information Salary is competitive Opportunities to experience different aspects of the insurance industry from ground level

    Cons

    Less department mobility than initially advertised Very inflexible hours late in the year Heavily regulated environment - particularly just after training

    esure2018-11-25

    esure Response

    November 26, 2018The HR Recruitment Team

    Thank you for taking the time to write a review, we really appreciate our colleagues' feedback. To enable us to improve further, it would be great to find out some more details regarding your comments. If you could in contact with us at recruitment@esure.com so we can discuss further, ...

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  3. "Not the best"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Specialist in Glasgow, Scotland
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at esure full-time for more than 3 years

    Pros

    The staff are very friendly Some shift patterns are ok Some of the TLs are approachable and helpful Good place to work if your face fits

    Cons

    Promote your friends mentality Limited opportunity for progression throughout the call centre Poor wage progression Limited bonus Terrible system Unrealistic targets

    Advice to Management

    Try to open up development opportunities to all staff rather than select few

    esure2018-05-21

    esure Response

    May 23, 2018Recruitment Assistant

    Thank you very much for your feedback. At esure we aim to ensure that our employees all have a positive experience. It's a shame to loose such a long-standing employee and we're sorry to hear that you felt that way. We really value comments from our former employees and we would like ...

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  4. "Not very good."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Operations Specialist in Manchester, England
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at esure full-time

    Pros

    Can't think of any. Only that some of the people on my team are very nice.

    Cons

    Inaccurate information at interview level. Position mid-sole. Was told not pushy with sales, but they are expected to be offered on every single call. Poor training, inconsistent information and rushed through without answering all questions. Left unattended on weekends, as the help desk is not always open. There isn't much chance to speak to colleagues, so moral is pretty low and it doesn't really feel like a team... environment. The team leader is terrible at his job and does not want to make time to help or motivate anyone and storms off in a huff after challenging calls. A very unprofessional environment as the TL will make time to chat to clique. Breaks are monitored very closely and 'comfort' breaks for the toilet are also limited. They are trying to sell a relaxed environment, but this is not the case, you feel more like a robot on repeat. TLs give you nothing to do in between calls on quiter days and there are very basic training sessions sometimes, but nowhere near as many as necessary for all of the information there is to learn. The canteen is okay, but not very healthy food and there are no facilities to take your own food. Which is ridiculous for such a large building. Avoid. It's pretty soul destroying and I will be aiming to leave ASAP. No offer of any kind of support for medical conditions, just a call from occupational health who were only interested in capability of doing the job.

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    Advice to Management

    Cater the training to people's needs. Get some facilities for people to bring their own healthy food. And have facilities clean them if it's such a problem. You can clearly afford it. Check in with TLs more to make sure they actually know how to manage and motivate people. Think about what more could be done to keep people energised between calls. It gets very tedious. Get more feedback after the first week, not... just when everything is being sold as laid back. Because this isn't the case as soon as model office hits and this means the feedback is an inaccurate representation. Teach TLs that it isn't us vs the customer and that we are here for the customer. Create a culture where a customer can speak to a manager when needed. It's embarrassing to be expected to fob them off with a call back in four days, if it does not involve a call listening. It's reasonable to expect an operative to require support on occasion or a simple back up with the information being relayed. In short, management need to work on communication.

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    esure2018-04-01

    esure Response

    May 11, 2018Recruitment Assistant

    Thank you for taking the time to leave your review. We really value our employee's feedback and it's important to us that our employees feel supported by their Team Leaders. We offer many learning and development courses to assist in career progression and really believe in nurturing ...

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  5. "People Make Glasgow"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Specialist in Glasgow, Scotland
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at esure full-time for more than 5 years

    Pros

    Lovely people - meet some friends for life. Extra support if you ask for it. Opportunities for training and development - stable and consistent coaching methods. Great development programs where you learn more about yourself and programs for managers also. Surprisingly varied role in contact centre for experienced staff. Unique skills and experience are valued- with opportunities to develop them. Dont hesitate to... get involved, challenge yourself - you never know where it might take you.

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    Cons

    Coffee machine runs out of cups.

    Advice to Management

    Great opportunities, good to see management huddle together in mornings so messages are consistent. Managers are keen to listen to feedback and ideas.

    esure2018-02-02

    esure Response

    May 11, 2018Recruitment Assistant

    Thank you very much for reviewing esure. We really appreciate the time taken to provide us with some feedback. It's great to hear such positive comments from a long-standing member of our Customer Service Team. Career development is extremely important to us. We offer many learning ...

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  6. "Fantastic company to work for, great sense of community"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Specialist in Glasgow, Scotland
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at esure full-time for more than a year

    Pros

    Transparent structure Effective communication great team enviroment

    Cons

    Can be difficult to gain exposure unless you're a proactive person.

    esure2018-02-01
  7. "Company with good intentions, but not quite there"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Specialist in Glasgow, Scotland
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    I worked at esure full-time for more than a year

    Pros

    Esure have a senior management team with a good outlook and intentions, profit share, 1hr Lunch, good central location, regular incentives

    Cons

    Long days, shifts can leave you really tired when often changing, a lot of weekend work. No bank holidays off, ALWAYS a heavy workload, don't get a second to think.. as mentioned above the SMT have good intentions but with the volume of calls it is difficult to progress within the company. Breaks are scheduled at inappropriate times sometimes as they are computer generated.

    Advice to Management

    Give employees who want to progress more chance to do so. Recruit more direct staff.

    esure2017-04-13
  8. "Esure"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Specialist in Manchester, England
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at esure full-time for more than a year

    Pros

    Training was intense but gave great insight to insurance

    Cons

    Hours were rotational shifts week to week

    Advice to Management

    Great leadership demonstrated from the senior management

    esure2016-11-03
  9. "Customer Specialist"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Specialist in Glasgow, Scotland
    Doesn't Recommend
    Negative Outlook

    I worked at esure

    Pros

    got to choose days appropriate to part time studying, salary is not amazing but okay.

    Cons

    managers are unhelpful and snappy moan that they have other things to do, part timers get placed in full time operational teams so you dont see your team or your manager. training is nothing like it is on the floor, promoted as a service job but heavily sales orientiated hourly pressurised emails about selling and how to do get more and more, very stressfull environment. heavily scripted where not required. call... scoring is inconsistent and marked based on favouritism of the face fitting. never had a 1-1 to tell me how i was doing in the whole time i was there only time a manager speaks to you is to tell you havent sold enough even tho jobs are described as service. i do agree claims is better.

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    Advice to Management

    get managers who can communicate, they sit around in groups laughing and making rude jokes and remarks.

    esure2016-11-25
  10. "People are nice. The company isn't."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Specialist in Glasgow, Scotland
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at esure full-time for more than a year

    Pros

    The people working with you are amazing. Some of the best friends I'll ever have. Other than that everything from the way the company is run at the top to the lazy and unhelpful managers on the floor is a shambles.

    Cons

    Managers only help you when it suits them. If they don't feel like it they will simply give you the "pass it to complaints" line. Only a couple of them are actually helpful and worth going to speak to about any issues. If you're off sick you are punished. No help or flexibility from the company at all. Rules and regulations change 100 times a week, you only usually come across these changes once you've made a... mistake, failed your quality scores and lose out on your bonus payment. Awful way to work and always scared of making mistakes which could cost you valuable money. No training or development at all. You only get to progress if your face fits and the senior management like you.

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    Advice to Management

    Improve it all. A slight pay increase won't keep people happy for long.

    esure2016-06-29
Found 10 reviews