Pros
Colleagues were wonderfully supportive of one another. Great knowledge and skill transfer as well as backup in our personal lives. Learnt some great technical skills for broadband technology support.
Cons
Management rarely bothered listening to front end solutions for improved customer service and technical effectiveness. I was responsible for training teams in Watford and Derby yet I was demoted because my line manager failed to inform HR of my extended leave. The Line Manager left before I returned and I was given a disciplinary and demoted to answering first line calls after having trained top agents all the way to the BT Chairman's office. I estimate they wasted £70,000 worth of investment in building my skills and me being an asset to guide new employees in technical supervision. I pointed out this waste of an asset but got no response from executives. I left out of sheer disbelief they would take someone of my experience, training and mentoring skills and allocate me to a first line role. I personally answered nearly 10,000 customer queries in all my time there and won Employee of the Month due to efficiency and effectiveness in helping customers and training colleagues). I left after being assigned to basic telephone answering duties despite doing training up to executive levels. It was an insult to my value. They shot themselves in the foot and I couldn't bear working with the car crash of inexperienced, insensitive and incompetent management amateurs.