How can I handle this situation - petty I know.

[colnelcustard]

So I work part time in the evenings at an insurance call centre. Have been working there for a few years as it fits in with the kids etc.

A boy I say boy because he is about nineteen has started working there a few months ago. Lately, he has started doing overtime so he is there in the evenings, I have never come across him before.

The thing that he is doing that really irks me is this

I will take a call, register a claim etc. give customer advice on waht to do next.

when i get off the phone. he will shout from across the office. Actually really you should have done such and such.

Two nights ago I made a decision on a claim to kick it out when I got in yesterday, to wrap the claim up I went into it and he had taken it over and said we were to consider it.

Now he is not in a senior position to me, so he has no right to do this. Its petty but it is really pissing me off. How can I handle this without seeming like a petty individual.

I feel like he is almost treating me like I am stupid because either 'i'm only a mum' or because I am part time. either way its getting on my nerves.

[Wizpunzel]

Have you considered speaking to this young man directly? For example, saying, tactfully, that whilst you appreciate his input, you're not happy with his approach, i.e. shouting from across the office and taking over your claims, and that you find this unacceptable. Suggest that he comes and discusses any issues he has with you quietly. If you find he is not receptive to this approach or you feel your working relationship is too awkward to do so, then I suggest you discuss this with your manager.

If you feel, as you say, the tone of his comments are prompted by underlying prejudice because you're a part-time Mum, then this could be bordering on bullying and harassment and even sex discrimination. If it continues in this vein then you should certainly raise it with your manager...and any reasonable manager would be wise to listen.

If there are aspects of the claims that are are ambiguous, causing him tocome to a different conclusion to you, then perhaps your firm's guidelines and training need addressing. The customers would certainly be concerned if the outcome of their claim depended on who picked up the phone!

Good luck
Wizpunzel

[TheYearOfTheCat]

I agree with Wizpunzel. How have you reacted when this has happened in the past?

It isn't petty. He is undermining you, and doesn't have any authority to do so.

[colnelcustard]

well its the first time i have come across him.

I think he believes that he is being helpful.

The situation was someone called in to register a claim for something that had happened in the summer last year. according to policy you have to register claim within certain amount of time. so i kicked it out.

he has taken this over when claimant was already told that it wasn't considered.

he had no right too and more i think about it more it pisses me off.

will say something if he does it again.

[TheYearOfTheCat]

Why wait until he does it again? I would mark his card now.

Suggest you discuss it with your line manager and explain how him contradicting decisions which you have already made (and which are in line with company policy) provides a confusing and unprofessional image to the customer. Put it across like you are trying to be helpful.

I wouldn't give him an inch.