RAC Reviews

I don't normally write reviews, but I feel the need to here. Please don't bother working for this company, it will damage you mentally. It turns out it's very far from the reputable and decent company I once thought it was. They only look to employ staff short term. I managed to stick it out a few years, until even I finally broke. Constant hiring and firing. Poor work-life balance. Your life is controlled by the terrible shift patterns, and they are 100% non negotiable, even after the years I've been here, they wouldn't budge, which thankfully, gave me the nudge I needed to move on. And if you want to book holiday, forget it. If you need a medical appointment, forget it. They once refused to give me time off for a medical appointment, which had already been pushed a long way back due to Covid, for which turned out to be just a 10 minute appointment down the road, forcing me to take a full day off sick, which they penalise you for. Go figure. Colleagues regularly signed off with stress and other mental health problems as a result of working here, managers included. Very high turnover of staff as already stated, yes quite the norm for a contact centre, however I've worked in a fair few over the years, and this is by far the very worst. They don't even try to hide how undervalued and unappreciated you are, everyone really is just a number/robot, for which they frequently like to remind you. No loyalty to staff or customers. Unjustified renewal hikes by sometimes £200 or more (they've admitted there is a problem with the pricing system) but nothing gets done about it. And this is for a service that is (to put it mildly) far from satisfactory. Call after call is the same, mainly complaints from angry customers, having been left stranded for hours or even days. The job itself is repetitive, draining, and at times very stressful. No one here is paid enough to deal with the amount of abuse you get over the phone. Unachievable KPI's. No respect for employees wellbeing. Often unfairly penalised for things out of our control. Extremely poor communication across the business. Olde fashioned, outdated style micro management. Treated like children at times, honestly it's actually really embarrassing. The computer systems are also the worst I've experienced. They're just not fit for purpose. Painfully slow, often crash, endless IT errors. IT department who we need to regularly call to report said errors, who are based abroad somewhere, are completely useless. I genuinely don't know 1 person here who is happy or proud to work for the company anymore. A business with no morals, ripping their elderly customers off who've been loyal with them their whole lives. I no longer feel OK working for this type of place. Greedy business that only cares about money.

A lot… Targets for literally EVERYTHING (and I mean everything), if you want to go to the toilet, that’s targeted, if you want a drink that’s targeted, spending too long on a phone call, that’s targeted, have the customer on hold too long, that’s targeted, spend too much time in between doing calls because you’re doing admin, that’s targeted. All these target feed straight into your bonus and if you’re 0.01% over target, say goodbye to your bonus. I’ve never been in a workplace more exhausting in my life, they expect you to spend an average of 6 minutes on calls and then have a cooldown period of 40 seconds before going in to take another call… you can see how this can get exhausting. Work life balance is non existent with ever changing shift patterns. Management is overall poor, apart from general exclusions (there are some outstanding managers there, by some I mean maybe a handful) Now it’s a call centre job so you get what you sign up for, pay is definitely okay… but for what you’re doing on a day to day basis, it’s not really worth it. Job descriptions will show an OTE bonus and will not exclaim that if you are NOT hitting that bonus on a monthly basis then your job is at risk… why would they even bother advertising a base salary when working for that base salary is deemed ‘not enough’ and could ultimately land you being sacked… yes it does happen and yes I’ve seen it happen. Lastly as a retention advisor you are always fighting an uphill battle just because the company will constantly try and rip people off, when coming in to question 500 pound rises for not even using the service once, you have to try and make up something that makes sense, (they never buy it and it makes you feel stupid even trying). By the way if you’re looking for a job with growth opportunities definitely stay away! I’ve seen people work their fingers to the bone to do a ‘supervisor role’ and bare in mind not get paid supervisor salary only to be told to go back on the phones 3 months later and there only excuse be ‘well at least you got the experience’. Loyalty is not a thing in this company neither for employees or customers, for employees going through the ‘tough peak time’ will only reward you with a pen (non branded?) and for customers you get a ‘free loyalty reward’ which is absolutely outweighed by your actual premium being increased…