To think this can't be legal ? Unfair treatment ?

[hottodot]

I started a new job at quite a well known company 2 months ago.
I work full time 8 hour shifts daily.
We get a 30 min break and two 15 min breaks.
I'm on the phone all day and calls one after the other.
If my break is at 10.30
And a call comes through at 10.29 I have to take the call and if it finished at 10.40 I would only have 5 mins of break.
If it went passed 10.45 I would loose my break.
Same goes for lunch too.
So I'm missing my break often as I can't put myself on busy I have to be available for calls.
A lot of time I'm only getting 20 min if not shorter lunch.
Is this allowed ?

Both of those things can’t be true. You can’t be forced to take a call a minute before your break and then miss your break. You shift it as you’ve been working.

I mean, I think you’ve misunderstood something you’ve been told. Because yes of course you’re entitled to your breaks.

You have to be available at all times so if your on available and a call comes in you have to take it.
If your on a call and it runs into your break you loose your break as the breaks for all the staff are scheduled so there are enough advisors on the phones.

That sounds ridiculous.

How is it policed?

@Merryoldgoat team leader checks your stats, when you sign in/out for breaks /when you are available ,when your in wrap (any more than 60 seconds ) you get shouted by TL to get out of wrap.

You’re legally entitled to one 20 minute break after working for 6 hours. Provided you’re getting at least that, it’s legal.

The Employment Issues board is the best place for advice on stiff like this. You’ll have people tell you all sorts of crap here.

*stuff

Are you paid for your breaks?

Breaks are of course scheduled and if this regularly happens then you would possibly be spoken to as your adherence will be out.

I’m sorry I think you’ve taken your instructions the wrong way. You say this is a big company - I work in contact centres in management, adherence is important but you are out of adherence if you never take a break either.

Speak to your TL and get some clarification.

Eh? This is not right at all
I work in a job like this and yes I take the call a minute before my break however I still take normal amount of break after that call's finished
Sometimes the manager might say check with me if it's ok to go now if you're late on your break and they might say go slightly later but they always let you have the allotted amount of time

Similar at my workplace. Often miss all or part of lunch!! Im fairly new and they are set break times, so will bring it up at my next mini appraisal. Its annoying and all my colleagues seem 'ok' with it.

We get paid for 30 mins and the other breaks un paid

So I guess you can miss your short breaks, but you should get your whole 30 min lunch.

That is definitely illegal. I suggest you ring 999 next time you are on shift

I once worked at a company that had this policy. Customers would mysteriously get cut off at exactly 12pm lunchtime or 5pm hometime. Or the staff member mysteriously couldn’t hear them and would say Hello? Hello? until they hung up. Funny that.

@Glenchase don't give me ideas

I used to work in a contact centre for a bank. If a call came though a min before a break you would take it. However you just let the coordinator (there was one on each floor) know and they would change your break. It is definitely illegal not to let you have a break- are you sure you are following the process correctly. Is there an old timer staff member you could ask- someone friendly who knows the ropes, in case you feel awkward asking the boss. I found these people invaluable.

Also similar to what the other poster said if I really wanted my break. I would disconnect the headset at the lead- and put it back in quick succession while saying hello hello, then end the call. Only occasionally though,

Do you think the company or boss is a problem? Talk about it, then get it written down and then if you need to consult your union.

If it's your TL pounding you for the best stats and is behaving differently to their peers then escalate above them.

@HalfGirlHalfCake

That is definitely illegal. I suggest you ring 999 next time you are on shift

FFS.

As I understand it, you are not entitled to those breaks by law. Until you've worked 6 hours.

Though if you've missed your 15min unpaid break because you were working, then you have to be paid for that time.

Do you clock off for the breaks, or are you paid for 7h 30m? Ie do you get paid for 7h 30m regardless of whether you work 7h (getting all your paid and unpaid breaks) or 8h (getting no breaks at all)? In your contract, does it state that you get 30mins paid break?

IIRC you are entitled to 20m break after 6h, though I don't recall whether that has to be a paid break.

IIRC you are entitled to 20m break after 6h, though I don't recall whether that has to be a paid break.

It does not.

Do you work on inbound (customers ringing you) or outbound (you ringing customers)?

Sorry I just saw you're on inbound.

Are you having to rely on other people for you to go on your breaks? Sometimes I've found that breaks can be staggered and you may have to wait for someone else.

@TitsOot4Xmas

FFS.

Why? I dial 999 every time I am mildly annoyed. That is what my taxes pay for