Overall, the experience was poor, and the organisation has a long way to go.The good thingsI’ve enjoyed supporting teams through challenges, helping people grow, and being there for individuals navigating day‑to‑day pressures. While "some" leaders demonstrated strong people skills and genuinely valued their teams’ efforts.
The challenges"Several" many senior leaders were appointed despite having limited expertise or a demonstrated record of success, which affected their ability to manage day‑to‑day support functions and lead effective organisational transformation. Leadership also appeared to operate within a closed circle of trust. These factors contributed to a decline in workplace culture, increased pressure on frontline teams, and redundancies driven by financial constraints. Diminishing morale, a highly stressful work environment, elevated burnout rates, and staffing reductions aimed at improving profit margins further resulted in persistent shortcomings in customer support.