Horrible, toxic and stuck in the 80s.The good thingsA lot of the front line team members are amazing. The team on the phones are amazing at what they do.
The challengesEverything. The leaders were inexperienced, hostile to any changes including introducing new technology, changing business practices or any external advice. A huge percent of the business has never worked anywhere else, and are extremely hostile to any change from the way it's operated since the 80s.
The culture is obsessive over profits, which means customers and operators are taken advantage of to maximise sales, and they make decisions against what they say they value and stand for that just makes it harder for everyone to do their jobs.
The leadership team micromanage, don't provide support, and tend to overrule their experienced team members in order to maintain the status quo. If staff try to push for any changes they are targeted and micromanaged, under-supported and generally persecuted until they either quit or they fail to meet unreasonable performance targets and are fired.