Jane

They need to behave a little bit more professionally when speaking on the phone. I understand that colleagues are possibly making them laugh but I don’t think it’s appropriate to do that whilst they’re on the phone to you.

They also ask you to email specific staff on numerous occasions, but they never respond to the email.

I jumped to a completely different agency, one that I’ve not heard of before and amazingly I had a new role very quickly with a local government.

You might mock those seeking employment from you, but don’t forget you are an employee too. Candidates are not an interruption to your work they are the reason for it.

There are other agencies out there that are filling the gaps that you lack.

Numerous agencies are popping up with a better attitude that I believe will grow quickly. I have fed back to the agency that I am currently employed with, that I will never ever deal with anyone that’s worked at Brook Street.

Not great. Was invited to meet with them, they said they would send me all the details via email including registration information for this role and they ghosted me.

Frustrating, when I’ve booked a Tuesday off specifically for this.

I’ve been let down by every single person that contacts me. Every single person says the same thing that they will be the one that will remain my main contact and they’ll always get back in contact with me but they never do.

You are the biggest bunch of liars I’ve ever dealt with in my life.

You just say that to get people off the phone you say that to get people off your back rather than do the job that you are paid for.

Clients are not an interruption to your work they are the reason for it so why are you so scared of talking to people? Why are you so afraid of responding to an email?

Why are you leaving people waiting days weeks and months without any contact; constant chasing? Constant disconnections when phoning up to speak to someone?

I’ve asked several times for their complaints procedure to escalate my concerns about lack of contact and I can’t get a response.

Are you doing this work for free or are you being paid? Exactly.

Out of office replies that turn up randomly days later.

I do feel that the tracking website could do with modernising as it’s a little bit old-fashioned sometimes the consignment number works, other times it doesn’t. When a customer receives an email from a retailer with a tracking number the first thing the customer does is check and if it’s not yet available online you think there’s a problem and already you feel a little bit stressed.
You start emailing customer services and all of this is a waste of time for your customer services, Which means customers with real issues can’t get through because the lines or the chat is too busy.

And little things like calling it the consignment number instead of tracking number would help, so when you get the email from the retailer you look for the tracking number because they don’t call it a consignment number. It’s a little bit old-fashioned.

But in general the updates I received by text and email were really really good and I’m impressed that you could have contactless signature organised, and I was told when it was going to be delivered and everything came on time so I’m actually really pleased. The driver was so lovely too!

I think in terms of the updates you’re doing this really really well and I can see XDP growing really fast. Please modernise your tracking system though.