Flexible hours and remote work, but confusing note system - Customer Service Animal Friends Insurance Employee Review

Flexible working, WFH/Remote upon request Team members at same level were generally supportive and helpful on a day-to-day basis. Opportunity to gain experience handling a high volume of calls and emails.

Poor and often inconsistent communication from management across the company. Limited career progression, with advancement not always appearing to be based on experience or performance. Consistently high workload, not just during peak periods as suggested by management. Lack of collaboration between departments, with teams operating in silos rather than working together. Very heavy micro-management, including strict monitoring of metrics such as emails per hour, call duration, hold time, and time spent on post-call notes. Hiring and promotion decisions sometimes appeared to be influenced by personal preference rather than merit. Policies around sickness, dependants leave, and emergency leave felt overly strict, with employees often scrutinised or penalised.

Flexibility, Remote working, 9-day fortnight and nice colleagues.

Can get busy at times