FirstGroup reviews about "training"

- Abysmal COVID-19 measures and sanitation procedures. Social distancing is not enforced and staff mingle in close proximity. I can recall an instance when we were required to follow a fire drill , however nobody was aware of the procedure as this wasn’t covered in training. This led to some 200 staff cramming into a small outside space and standing shoulder to shoulder at the height of a global pandemic. Management do not follow the one-way system in place on the office floor . A policy which made mask wearing mandatory for lower management and floorwalking staff was implemented , however this dissipated in under a week. The staff are essentially working in a hot desk environment. The office is a hotbed for viral transmission. - The upper-level management team are well out of their depth when it comes to the day to day operations and the bigger picture. Whoever was tasked with the allocation of staff to each department needs to seriously reflect on their own abilities and needs a stern talking to. A member of staff in one department may engage with a small handful of customers in one day , and spend the rest of the day twiddling their thumbs. Whilst this is going on, another department is experiencing incredibly high call volumes and finding themselves to be working call after call, purely due to the understaffing caused by incompetent management. - The training program is abysmal. I can recall multiple instances at the beginning of my time spent working here , wherein my group were left to sit and chat for up to two hours, as the trainers for that day had ‘ forgot’ about us. A typical day contained around two to three hours of training , with the remainder of the day spent chatting amongst ourselves. Training could easily be condensed into a two week program , however it took a month for us to begin our daily duties as agents. Nobody was going to complain about this, as who would complain about being paid to chat? This was again a product of the unresourceful and feeble minded management team. - Basic processes are seemingly made up on the fly. I can recall many instances of being told what is the ‘ correct ‘ way to do something , only to be pulled up by management for the exact thing they advised me to do . Emails have been sent by management to address the incorrect processes being followed , only to advise agents a few days later that they were doing something right all along . This has created uncertainty, confusion, and frustration amongst front line workers.