Team Manager Review

Team manager within the contact centre, supporting a team of 10 agents who answer queries from our customers about holiday bookings made on the website. My role involves developing my team through monthly 121s, completing performance reviews etc. I hold daily team meetings with my team to motivate them and communicate business updates. I also listen to calls and give feedback to improve the service delivery. As part of the new homeworking team I am involved in projects to shape what the homeworking world looks like post covid.

From TUI it is great, from the university it is poor, after 3 years we still persist with a cycle of unmanageable deadlines when working full time, which then take 2weeks to be "renegotiated" with the university. During these 2 weeks we work every day without any respite just in case the deadlines cant be changed, but they have been changed every time.

As much support as I need - My line manager, department, HR and mentor are all great.

University of Hertfordshire refuse to support us with manageable workload. The communication is poor and each lecturer joins our block learning week appearing clueless as to how the apprenticeship works and so they have no understanding of the fact that we work and study at the same time. This could be improved if the scene was set with them by the course leader at the start. We regularly receive emails and communication that is not meant for us.
They regularly ask what that can to do help and continuously improve, we give feedback and ask for information and they are reluctant to share information with us to help. e.g. group work - can we have advance notice of deadline and group size, members etc. ? They dont give us this information and then expect us to turn around group work in a couple of weeks when all of us work different days and shift patterns and this makes it a logistical nightmare.

Really well - everything I learn is relevant

Yes

Great company to work for