Feeling overwhelmed in new job and like I want to quit already.

[confusedlady10]

I recently started a new job in admin for a finance and insurance company and I have to get a case completed a day. Everyone in my team gets about 25 cases on average and you are expected to keep on top of them. We also have quality control who review your case, and if there is work wrong they make you rework the case and fix the errors, which also takes time.

Time seems to go so quick in this job and 6.35 hours (bar lunch and allocated breaks) is just not enough time to get a case in a day and any re-works.

I just don’t seem to have enough time in the day to get all of my cases completed, including any rework from QC, and so far I only have 7 cases since I am new. We are also expected to take calls too (on average 2–3 a day, which we usually pass to the person’s case handler, so not too bad but still added work). But regardless, I already feel overwhelmed and have no idea how to manage all of my tasks and get everything done.

As I am new I am taking a while to get used to the systems and processes and T&Cs and manage my workload and feel embarrassed to ask my colleagues how they manage or speak to my manager as I am new and don’t want to seem like I can’t manage or won’t pass probation. Our bonus also depends on our performance so I worry that will be affected too. My manager has had a polite yet stern meeting with me already and let me know what is expected across the team and department, so I am also reluctant to say anything.

We have to chase teams and wait for responses, which can delay the case too, and there is just too much work. My manager was asking in our work chat if anyone would be willing to stay and do overtime due to the amount of cases, which I don’t want to do as I am already stressed and anxious about my workload after work, so I don’t want to have to stay longer as it is and feel burnt out and like I want to cry.

Once a case is completed we get a new one anyway, so we never feel like we are getting the workload down and we are very understaffed. We cannot ask to reduce the amount of work we get, and I’m swamped with just my 7 cases so I’m not sure what I will do when I get 25 cases like the rest of the team.

Advice desperately needed please!

How long have you been there? Have you asked how long they expect you to take to get up to speed? Are you getting shown what to do? And in a timely manner or are you left waiting for answers which is holding you back?

Tbh I know what to do (just about), it’s just lot of chasing teams and waiting and typing and logging the information on cases. There’s so many cases at once including any re-work or any challenges from the client (say if they don’t agree with the case outcome), including taking calls. So I am swamped with organising myself and getting everything done. And there just isn’t enough time in the day to get a case in every day. It just seems like a lot expected and I struggle to see how everyone seems to manage.

I’ve been here officially 3 months (just under 2 months of training, the first month was training around the company as a whole and the 2nd month was basic training around systems not the actual processes) and started taking on cases properly around 3-4 weeks ago. I am having to learn the processes as I go along while getting through the cases. Thank you.

And what feed back have they given? How long are they expecting to give you to get up to speed?
Do you feel like they have provided the training you need?

Id say give it time. Do you want a job that you can learn in a couple of months and then just cruise or does it interest you to be challenged and learning as you go along. It sounds like a complicated role so they have to give you time to get up to speed. How long did your colleagues take to learn the job?

Be prepared to offer feedback on your training. Or any systems or hardware that are slowing you down.

It is tough starting a new job - even if you are "technically" trained from a former job.

Difficult to know what to suggest really - I've done both the "head down crack on work late" and the "problem shared is problem halved" approaches.

No point bailing before you are pushed though?