My job makes it hard for me to leave at my contracted shift time - what do I say to employers?

Spendless

accidentalglixch said:

MalMonroe said:

accidentalglixch said:

My shift is 9:30am to 6:00pm but I can never log out for 6pm.

Last night I didn't get off a call until 6.15pm and as soon as that customer hung up, another call came through without a chance to go into ticket writing or log out phone codes.

Now, I did hang up on the last customer and logged out of the systems. 

I'm technically meant to take every call that comes in but after 5.30pm, the phone won't be quiet for the rest of opening time (which is 8pm) and I don't have the time to sit there until 8/9pm at night due to family commitments. 

(One of my colleges was meant to finish at 6pm too but didn't actually get to go until 9pm) 

What do I say to my team leader if I get pulled into a meeting about this?

I can't change my shift times as I have to be put on a waiting list for 3 months plus I've not been there 6 months yet.

I think that is a long enough shift time and it's unfair that you are made to do extra.

Can you ask your team leader why you are routinely expected to work after 6pm when that is your official finishing time?

You may be given time off in lieu but that wasn't what you signed up for, nor what you agreed to. Most people don't mind working a bit of overtime now and again but your employer seems to be taking the biscuit.

Can't your doctors be of more help? My neighbour was diagnosed with fibromyalgia at the beginning of the first lockdown and he was signed off work and he's now had to retire on medical grounds.

Generally, doctors don't like patients to be on strong pain meds for too long because they can be addictive. But there are also support groups for people suffering from fibromyalgia. Info in this link - https://www.nhs.uk/conditions/fibromyalgia/

You said "I'm not even allowed to take my break 15 mins earlier than scheduled to cool off after a really horrible call where my head physically stings from the shouting and situation (part of my fibro)" - does your employer offer any training? You shouldn't be subjected to being shouted at, especially when you're on NMW.

The only good thing to possibly say about your job is that it's giving you experience. It may be unpleasant but you will hopefully be able to use that experience to get another job.

I do hope you manage to either get things sorted out or a new job (ideally the latter) - and it wouldn't hurt just to check with Acas if there is anything at all you can do in the meantime. 

https://www.acas.org.uk/contact

It's just the way they do things - we asked in training and they said because "you just can't put the phone down, you have to answer because they are a customer" 

Nah, I was on a high dose of Pregablin (Helps calm nerves) but my new doctors say I have to be weaned off of them because they just 'hide' the pain but they worked amazing. I'm on half the original dose and am meant to go down but I am struggling.
Apparentally - Therapy, cold water swimming and exercise will cure Fibro. 

But my therapy isn't helping much and I am in more pain now than i ever was - doctors refuse to give me pain killers other than paracetomol (so I've had to resort to trying things like CBD oil - with no THC of course) 

Training wouldn't of mattered - I dealt with the situation how I was trained. It's just the nature of my job, I get these kinds of calls all the time. Just this call happened when I was already in a flare. 

I will defo check out ACAS though 

This is what I referenced a few posts ago, it can't be changed because the system isn't set up that way. The only people that can change it so you can log off  is those that work on how the system has been set up and they can only do that on instruction from 'the powers that be' who are either oblivious or don't care.

The way I see it you have the following options, bearing in mind that I believe that the system won't change unless  the high chiefs get involved. 

Don't take any calls after your finish time by pulling the plug/ignoring whatever you do. Be aware this may lead to a meeting with your line manager, state your case then and accept whatever consequence there is to that.

Accept the situation - this doesn't sound long term feasible given your health.

How would changing to a 5/5.30 finish help because surely the phone calls stacked could still come in at the end of shift? Or are the lines  a lot quieter at 5.30 than it is half an hour later?

I really hope ACAS give you a more positive answer. 


 

otb666

i dont understand why you are not given wrap up time after a call so you can note account etc.  Also manager should be able to switch the line over before end of your shift. Can you make outbound call at before end of shift.  I would be saying to manager this is constructive dismissal as forcing you to hang up on customer and that is gross misconduct but they are not giving you alternative.as your shift ended and call still coming through What about toilet breaks?

accidentalglixch

otb666 said:

i dont understand why you are not given wrap up time after a call so you can note account etc.  Also manager should be able to switch the line over before end of your shift. Can you make outbound call at before end of shift.  I would be saying to manager this is constructive dismissal as forcing you to hang up on customer and that is gross misconduct but they are not giving you alternative.as your shift ended and call still coming through What about toilet breaks?

We usually do get wrap-up call times but lately, it's so busy that it goes straight into the next call. 
The manager can't change the call log-in system. 

And I can but there's no point in me doing that because if their previous issue hasn't been fixed, It opens up a whole can of worms that would mean I'd finish late anyway. 

Toilet breaks - anything outside of scheduled breaks has to be made up as well as if I needed a refill of a drink, I'd have to wait until the next break 2hrs apart. My last job had 10mins daily to use without making the time back up.

And yeah, I'll raise these points with ACAS and say I'm concerned. 

@Spendless , It tends to get busier just after 5.30pm and it doesn't cause too much disruption to our evening commitments 

diystarter7

I'm glad you are to finally consult ACAS.
Good luck.

400ixl

The fact you will be working for below minimum wage if they do not allow you to finish on time is probably one of the biggest leavers to be discussing with ACAS. It has the potential to have them fined by the government.

74jax

400ixl said:

The fact you will be working for below minimum wage if they do not allow you to finish on time is probably one of the biggest leavers to be discussing with ACAS. It has the potential to have them fined by the government.

The OP said they get this back as TOIL. . 

Maskface

otb666 said:

i dont understand why you are not given wrap up time after a call so you can note account etc.  Also manager should be able to switch the line over before end of your shift. Can you make outbound call at before end of shift.  I would be saying to manager this is constructive dismissal as forcing you to hang up on customer and that is gross misconduct but they are not giving you alternative.as your shift ended and call still coming through What about toilet breaks?

I believe they have only had the job since earlier this year so constructive dismissal won't be possible unless it's for one of the protected characteristics. I still wonder if failing to make reasonable adjustments due to a medical condition may have some leverage.

accidentalglixch

Update, 
I have an interview (finally) tomorrow morning before my shift works so fingers crossed.
I haven't contacted ACAS yet but I will be soon

GentleGiant01

This is absolutely horrible treatment from your management and they should be totally ashamed. 

I would simply create a teams meeting with your manager and explain the following: 

in order for you to finish work at your allocated time, you will be going into wrap-up at 17:50 so if you have to hang up on 15 customers to get logged off the phones, that is what you will do. 

You will not under any circumstances stay beyond 18:00 as you are not payed for it and therefore they are breaking the law on wages. 

You are entitled to screen breaks, should you need them. You are a human being an should be treated as one. 

I would then follow this up with an email. If they dismiss you, Sue the backside out of them for constructive dismissal. 

It’s still an employees market so please keep going with the applications - you will get something else eventually. 

Please try to look after your mental health. If you need a sick day or 5 for mental health, take them. 

I hope you get this sorted!

General_Grant

GentleGiant01 said:

This is absolutely horrible treatment from your management and they should be totally ashamed. 

I would simply create a teams meeting with your manager and explain the following: 

in order for you to finish work at your allocated time, you will be going into wrap-up at 17:50 so if you have to hang up on 15 customers to get logged off the phones, that is what you will do. 

You will not under any circumstances stay beyond 18:00 as you are not payed for it and therefore they are breaking the law on wages.   The OP is effectively paid for the time beyond 18:00 because, AIUI, they get TOIL.

You are entitled to screen breaks, should you need them. You are a human being an should be treated as one. 

I would then follow this up with an email. If they dismiss you, Sue the backside out of them for constructive dismissal. 

It’s still an employees market so please keep going with the applications - you will get something else eventually. 

Please try to look after your mental health. If you need a sick day or 5 for mental health, take them. 

I hope you get this sorted!

Just a quick post regarding one of your suggestions.