Pros
Due to the health and safety culture at EDF, they have fair policies in place regarding absence due to sickness and making sure their employees have a good work life balance. Leadership of line managers is usually very good and they have Team Performance Coaches to help with training and difficult queries, which helps reduce stress. TPCs are always willing to help and very enthusiastic, which shows that the recruitment process for this particular role is also good. EDF are also very hot on personal development and ensuring that you have the space to do this, even if ultimately it means you go on to do something outside of EDF.
Cons
Senior management do not realise that their decisions usually make things very difficult for customer service advisors. For example, they think we should be able to deal with certain queries within an 'average handling time' that they came up with, but they don't actually know how to use the system themselves and so the AHT is usually very unrealistic for someone who knows that the system is slow and normally not working at all. They also haven't yet realised that the reason that they have a high level of absences due to mental illness is because they have brought in a system that never works and don't allow enough time to actually resolve customer's queries, resulting in backlogs and therefore stressed employees. Office relationships also tend to be very volatile and clicky.