Pros
The one genuine positive is the people. Colleagues look out for each other and there's a real sense of camaraderie at team level — it's the only thing that makes the day bearable. (please note: this does not include Client experience management) Beyond that, it's hard to find much. The occasional free fruit is about as far as recognition stretches. There are incentives on paper, but they're stacked on top of an already overwhelming workload and set at targets that feel deliberately out of reach — less motivating, more demoralising.
Cons
Holiday allocation feels entirely discretionary — requests are approved or denied based on personal relationships rather than any fair, consistent policy. If you're not in the manager's inner circle, don't count on getting the time off you need. Hard work goes unnoticed. There's no recognition or reward for going above and beyond, yet longevity alone seems to earn favour — not because of performance, but because management has learned not to challenge those who've been around long enough to push back. The communication style is condescending. Despite everyone being similar in age — including the manager — staff are regularly spoken to as though they lack basic judgment or professionalism. Employee wellbeing is treated as a box-ticking exercise. Any mention of stress or mental health is met with a swift "call EAP" rather than any genuine attempt to address what's actually driving the problem. The job itself is the issue; signposting a helpline isn't a solution. During the busiest, most pressured periods, management largely disappears. Staff are left to sink or swim with little to no support, which compounds the stress considerably.
