Forcing people out of roles by constantly changing the goal posts. The constant change in processes and then scrutinising when the kpis aren't met. They promise you development then deny or push back. The demand for claims agents is always too high, yet the management try and push out good agents.
The CEO hasn't got a clue on Homeserve and should really sit with agents on claims and POD before processes are changed. Customers are very frustrated a lot of the time because SLA is very barely reached due to the demand of jobs, lack of engineers and being told different times that the engineer would arrive and never did.
The hybrid working system is one thing many people is annoyed about. It changes week from week and you never know if you're coming or going. There has been so many great agents here which have left due to burn out and feeling undervalued.
Claims agents are the ones that get the most criticism and less support, especially if your not close with the higher ups. As long as you are liked you will excel. Keeping your head down doesn't do any favours for progression. Homeserve has gone downhill since the new CEO came in. There is constant system outages because the systems are not fit for purpose, which are you can imagine puts pressure on claims. Although I am still here, it is important to state what homeserve is truely like from a current standpoint.
