Leadership culture has significantly declined, particularly within support operations. There is a strong focus on optics over genuine employee wellbeing, with inconsistent management standards, poor communication, and reactive decision-making becoming increasingly common.
Workloads and expectations continue to increase while support, recognition, and career development lag behind (non existent). Teams are frequently understaffed, processes are inefficient, and frontline leaders are often left managing operational dysfunction without meaningful backing from senior leadership.
There is also a concerning culture around feedback and accountability. Employees who raise valid concerns or challenge poor processes can quickly become isolated rather than supported. Morale across multiple teams has noticeably deteriorated as a result. The HR team are useless - nothing happens when you 'Speak Up' or report bullying/harassment.
The business promotes a strong customer-first culture externally, however internally there is often a disconnect between stated values and day-to-day leadership behaviour.
Current management in Customer Operations is a 'boys club' and misogyny and sexism is rife in this department.