Pros
Good training for entry level American training staff are amazing London Team Leader is excellent
Cons
Everything written about London Office from 2019-2021 are still accurate/valid points to this day. No career progression, London office is a farm. High turnover rate. Unreasonable hours, they promise hybrid working and alternative time slots, providing you pass compliancy and exams, but they lie and make you do the hours they have already set. Constantly moving the goal posts. They use excuses to make it seem like you need to work in the office. When training they tell you, you have 15 minutes to work on a phonecall/e-mail issue, when joining day to day staff, it goes down to 6 minutes. Which is impossible if you're working for 10-15 different law firms and it takes 2-5 minutes jumping through multiple systems to even begin to connect to the customer's computer. They're very pedantic with the tickets, worried more about how the ticket looks presentable than the job itself. Second line escalated tickets come back with stupid reasons, everyone playing hot potato with the job/work. Firms that you're supporting don't have proper IT infrastructure or are good at handling outages (which are often) if it breaks, you get flooded with calls. Leveraged (multiple firms) teams are screwed, if you're dedicated to 1 law firm, you're somewhat learning. This is a call center, not an IT service desk.