Awful company. I left on the 8th September and have not been paid along with the others who quit this month. Everyone who is employed there still got paid though. No way of contacting anybody apart from by email and they just ignore you or send random unhelpful bs.Training was 2 weeks and was just a bunch of word salad mumbo jumbo with no actual working experience doing the dwp case review campaign. Me and 20 others got assigned to just one mentor when the training was over, and couldn't even get from start to finish of one case as the mentor had his own work to do. Therefore we never got trained on the full and correct procedures for doing claim reviews. Months later I was told I was doing something wrong after never hearing a peep about it, and then expected to fully know what to do.We were forced to take holiday days because I assume they were going broke and needed us off. I wasn't allowed to get paid for a holiday day because they were apparently all used up that day and I had a very important hospital appointment. Instead I could have worked back my hours over the course of the week. My manager was utterly useless, unsympathetic and uncompassionate to a degree where I told them my mental health was deteriorating from the work load and I got ignored. Next day they sent me a message like I never even said anything on a completely different topic. Whenever I asked anything I was met with a blunt unhelpful response. I had asked about sick pay and because the employee hand book was a bunch of legal jargon I needed it explained to me and just got told ' go read the handbook'. Another manager sent me the part of the handbook and explained it to me without any problems. Before the week I took sick leave for extremely poor mental health, I had been told off on 3 separate times for not doing the work correctly. This touches on the poor training beforehand. I had asked multiple times for training on the full and correct start to finish procedures and this did not happen. There were weekly changes at that point to how things were meant to be done which rendered everybody confused and doing things differently from each other.We would have occasional 'town hall' meetings with the heads of the campaign and about 400 employees per command or sector of the campaign. Everybody was complaining and they basically said if we don't like it we can leave. They thought that near minimum wage was sufficient for DWP level work where civil servants got paid 31k per year, and we 26k per year. They even set up days where TP employees would go to job centres or where DWP worked to learn training to do full reviews which is what DWP employed staff do, yet they don't want to increase the wage. They expected us to get 15 new cases per week, which is 60 per month and not complain. They initially said there was a cap of 60 cases overall which increased to 65 then 70 then 75 and then uncapped. It's extremely unplausible to do that many reviews in the time span they wanted as everybody we dealt with had severe complex needs most of the time or did not want to provide any information which left 2 weeks of their case sitting around before it could be handed over, or spent another course of 3 days calling them persistently to get the documents. We were absolutely hounded and threatened with dismissal for not reading the scripts word by word which were grammatically incorrect anyway so saying 'the' or 'and' would actually make it flow better and make sense. They would hound me for the literal minutes of when I would do an action and that it was either too early or too late. I had somebody call me 3 minutes after starting my shift, berating me that I hadn't completed an action even though the email that was sent to me and the message sent to the claimant stated we had 2 days to respond. The superiority complexes of some people were genuinely insane. We had to have our desks checked with cameras on to make sure that we complied with the clean desk policy, yet I heard people watching TV on calls when we had to have our case hand overs reviewed by a lead agent. The double standards are crazy. You are so much better off actually just applying to be a civil servant and working for DWP themselves and getting the pay bonus. And your time for anyone working on call centre campaigns is more precious than taking calls back to back all day for minimum wage.DO NOT WORK HERE PERIOD.
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