Pros
One hours laid lunch, some bank holidays off
Cons
Working at PayPlan for almost two years had a severe impact on my mental well-being. I feel it is necessary to write this review to discourage anyone from applying. A typical day at PayPlan involves back to back calls, sometimes for four or five hours at a time. These calls are incredibly stressful as you may be speaking with clients who have just lost their home, who are the victims of abuse or have mental health difficulties . While you may think this would be rewarding, you would be mistaken. You generally only speak with a client once and are unlikely to see their case progress in the unlikely event PayPlan can help. Often, there is limited support PayPlan can offer, causing awkward conversations where clients are likely to verbally abuse you as they do not offer the support they advertise. You are micromanaged to the extreme, to the extent where I was once called out for going 15 seconds over on a break. After challenging calls you are forced to take the next inbound call or make the next outbound call with little opportunity to take a breather. You are required to work one Saturday a month where you are given a 10 minute break for a 6 hour day. There is a severe shortage of staff, meaning you have less than a minute to review files before making calls, often having to read poor notes on complex circumstances left by other employees. Managers are incompetent as promotion is not through merit but through nepotism and length of service, meaning training is contradictory and often completely incorrect. Processes frequently change with no real logic, creating a disjointed client journey. This company’s main aim is profit which I feel is incredibly unethical. There is a very high turnover of staff which is reflected in the fairly generous employee referral scheme to save high recruitment costs. I would like to emphasise that this review is not out of spite for PayPlan, as there are some really genuine and caring people there, however, support for staff is severely lacking and I simply burst into tears when I think about my time there. Please, please do not apply
