Phone Mill - Customer Service Representative WTW Employee Review

2.0
Mar 13, 2022
Recommend
CEO approval
Business Outlook

Pros

The building was clean and well maintained.

Cons

They hire for a full time job, but they don't tell applicants that the job is temporary. They hire a lot of people a few weeks before their busy period. As the busy period starts to wind down they begin firing people. This wouldn't be an issue if they said a the start that the job was a temporary position. The way they fire people is also appalling. You work your shift and leave as usual, then someone calls you when you're in your car in the parking lot and fires you on the phone. Hourly employees are sent home if call volume drops on a given day. If there weren't enough volunteers to go home, managers would dismiss what ever number of people they chose. I never met front line employees who had been with the company more than two years. The only person I met who was employed more than three years was a lower level manager. He had just made 4 years.

Explore other reviews about WTW

5.0
Jun 4, 2026
Recommend
CEO approval
Business Outlook

Pros

Wonderful, intelligent colleagues, very collaborative, interesting work, lots of opportunity to move around the org

Cons

Risk averse so it’s slower to invest; penny wise but often pound foolish

3.0
Jun 17, 2026
Anonymous employee
Recommend
CEO approval
Business Outlook

Pros

Paycheck is great, people to work with are generally very intelligent, positive and professional. Many positions are work from home or at least hybrid. Continuous learning is encouraged. Since the company is technically British, it is very inclusive and has several networks to ensure inclusion (although some such as the menopause support group are UK based which isn't surprising as the US doesn't typically care about such things though they should).

Cons

The workload is often insane to put it mildly. You are expected to sort of "do everything". When you are encouraged to speak up if you have too much work, they pretty much tell you "well you just have to figure out how to get it done because we have to give you more work". There is blatant favoritism. Those who are liked are praised for giving detailed answers on calls and granted a month off of PTO while those not as well liked get grilled when they ask for one day off and are told "not to overthink" when they try to provide detailed answers.

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