Not what it was... - Lawyer WorkNest Employee Review

(1) KPIs and IT system - Emails turn red in email inbox if you can't respond to fixed, tight KPI deadlines and there is no mechanism on the IT system to give a reason for inability to respond within the 4 hour telephone call KPI (i.e. training, client meeting, etc.) The IT system itself is ageing, slow and the programs regularly crash (averaging 2-3 reset computers and 2-3 lost documents per week). (2) Investment-driven propaganda - Since the sizable investment in the company, it has focused more on targets and getting large number of clients in rather than quality. The company's view of 'ensuring quality' is monthly appraisals (albeit nicknamed 'extended conversations') and regular meetings warning of the 'loop of doom' (which 'spells dismissal'). From having a discreet but effective focus on performance, the firm now has performance-focused computer backgrounds with efficiency-focused slogans (which you can't remove) and multiple workplace posters 'warning of the doom loop' and that the company needs exceptional performance at all times (with a cartoon figure of the CEO with a highlighter pen underlining the need for good performance and quality). It felt less like a quality, professional company from month-to-month due to the obvious demand for 'results' to justify the large investment and more like a results-driven call centre. (3) Lack of client contact - 99% of the work is telephone and email based, meaning the job feels more like a call centre than a regular law firm. Some will like this but the majority of lawyers enjoy face-to-face contact and won't enjoy merely seeing, on average, around 2 clients per year (the company charges for physical outcalls). (4) Low morale - Over a 6 month period, overall legal team morale nosedived. From a challenging but manageable workload, staff members saw their client lists grow substantially and the focus on 'performance' (i.e. KPI's) increase. I've seen emotional staff members calling for instant meetings with managers due to lack of support/overwhelming workload. This is largely because of a failure to actively recruit (i.e. a focus on bringing clients in but a failure to then ensure there are sufficient staff to cover within a reasonably short time) and a lack of confidence in managers to address this. (5) Poor office space - The company initially had two large rooms to seat its legal team. Within months of investment, the entire legal team moved into one sole room and the downstairs soundproof 'pod' for client/team meetings was taken down. From a bright, airy, spacious desk area in both rooms, it became six to a row and too noisy (with not enough hot desks) in one, sole room. I experienced 7 desk moves (all but one was on short-notice) in a space of less than 1 year.