The management over the past 5 years have taken this office in a really unfortunate and negative direction. Looking back, it was a great place to be, nearly everyone was happy to come to work. However, due to a steady influx of negative/idiotic changes, it's been turned into a joyless machine that churns through staff on a regular basis.
My main points of contention are as follows:
- High turnover of staff due to unrealistic expectations. And the ones that are left are thoroughly miserable and looking for other work. Horrible atmosphere in the office due to this.
- The management have no sense of what it's like to be an agent, take no care in the wellbeing of their employees and just push them to edge of their sanity. It's as if they have come to an agreement that they don't want anyone in the company to last more than a couple of years(most likely so they can keep hiring cheaper new people rather than pay loyal, hard working employees a higher salary).
- If you do manage to struggle through and survive the unrealistic targets set by the management, you're not rewarded for your loyalty. Being a long standing employee garners no benefits, the management don't want you there for long.
- Equal opportunities doesn't exist. The only opportunities to be promoted are given to those who can consistently fake a positive attitude. To those who consistently tell the management what they want to hear. The hard working people, who add constructive criticism are punished for speaking out.
- Very, very harsh handling of sick leave. All employees are under extreme pressure to never take a day off sick. If you are sick, on your return you have to justify that sickness and are asked questions like "How could you avoid being sick in the future?". They literally set targets such as "Don't be sick for the next 6 months". If you continue to be sick, it's highly likely that you'll be dismissed.
- Clear favouritism towards Team Leaders, HR and Management. If you are a team leader, you can essentially abuse your position and get away with doing very little for a lot more money. Quite the opposite to that of agents and senior support staff. In my time there I saw many turning up late with no repercussions. Saw team leaders quite literally bullying agents, targeting agents that they didn't like to push them out of the company. HR are supposed to be impartial and there if you feel something is not right or not fair. The problem is that HR protects management and team leaders. They are far too friendly with them to remain impartial and professional. Due to being protected, they can do no wrong, as far as the company is concerned.
- Planning/scheduling is all that matters anymore. Adhering to the ridiculous schedules is the only thing that management care about. There is no flexibility with your day. You're told when you can take a break and will be punished for being minutes out of adherence. Even if you're forced to be late for a break due to a difficult customer shouting at you on the phone for ages.
I worked there a long time. I have near unlimited further points to justify why I think the Booking.com Cambridge office is a terrible place to work. But frankly, I've already given too much of my life to this company. Even airing my complaints is tiring. I hope that I've at least made it clear to those reading this that they should not apply for a job here. And to those who are currently working there, hang in there, keep searching, you'll find something much better soon enough.
Avoid this office like the plague.
