Hardworking teams face pressure and disconnect from customers
Pros
There are some extremely hardworking and committed people within the company, particularly those who have been there a long time and genuinely care about the customers they support. Despite significant pressure on resources, there were also pockets of excellence where stretched teams continued to deliver to a very high standard.
Cons
Working at the company, there was a sense that it had once been a genuinely customer-centric organisation. More recently, however, many employees appeared to be operating under significant pressure to deliver against targets that often felt poorly considered or disconnected from operational reality. There were multiple restructures during this period, and they frequently appeared to be implemented with limited consideration for the impact on either customers or employees. Job security felt uncertain, and staff turnover seemed relatively high across several areas of the business. While strategic planning did exist, it often felt disconnected from day-to-day operations. Innovation was difficult because progress could quickly become blocked by limited internal resources, competing priorities, or organisational bureaucracy. The overall focus appeared to be heavily weighted towards revenue driven metrics, with quality and long term customer experience sometimes feeling secondary.