Threats of formal support plan - can I defend myself

[lostatsea999]

Hello,

I'm one of the highest call takers at work and have found myself in a situation months on where they don't like my handling of calls, always something to criticise, perfect. The most minor things they are on me like a ton of bricks and it isn't nice to receive this when trying to deal with live calls.

I don't qualify for non-voice work as that only seems to apply to very long serving team members so it is calls back to back, with no margin for error it seems.
I've had cause to get their back up I suppose with asking for time off to attend medical appointments beyond my control and voicing my opinion when asked about the terrible shift patterns we've been working for the past year.

In the summer it wasn't like this at all whilst being the temp with an end date of employment, I was actually flavour of the month and received an award/reward which I didn't really understand why at the time. I've since queried in 1-2-1 how I got this award if they so now dissatisfied as I'm really not doing anything different to back then when it was said senior management were listening into calls (I don't understand how I got the award and I didn't know I was an entrant until it was to late) but didn't get any answer.

Today I'm being threatened with a support plan (which I presume is another word for that personal improvement plan thing) and I get this is my moving towards the exit.

HR where I am it seems is like a faceless bot (I know they won't help really) though some of the emails sent by my line manager are claimed that HR have written when they wish to come across friendly to my face, so I'm unsure when they become involved? I really want to defend myself on some points as well as I'm best doing this sooner or leaving it until the plan starts.

Id encourage you to think strategically about this. It does sound as if they might be looking to ‘manage you out’. Accept every support they offer and make sure the criteria by which you are judged are very very specific and measurable. Don’t accept ‘general improvement’ it’s got to be more like c number of calls with no significant issues raised.

In parallel, start looking for a new job sharpish. Your win is to have a new job lined up when they offer you a deal to leave.

nothing personal, it’s not you it’s them. Good luck.

This is spot on.

I suspect they want you out due to your medical appointments, which is shit of them. As PP said, play the game, accept the support, put everything in writing, ask for specific, measurable targets and start job hunting.

I’m in HR (very senior).

Why does it so rarely occur to people that support plans are just that? They aren’t always intended to progress to exit - they are a management tool to improve performance.

Sounds like you have less than 2 years service - if you do they could legally sack you (for any non-discriminatory reason or none) without any process. So why would they bother with a support plan if they weren’t intending to support you?

What is it that needs to change?

HR will be supporting your manager. The union are there to support individuals.

Thanks but I'm personally ready to go as fed up of being spoken to in the manner I am and everything I read said it is the flag, I don't want things to carry on as they are. It really isn't very nice on live calls to receive the sort of confrontational correspondence. As it is they've tried to blank/aka stick their head in the sand receiving medical confirmation about an appointment next week, because they have existing staff on sick (depression and anxiety is high, little wonder why that might be) and some of us trying to avoid just that. I'm not asking for help with every single appointment and can prove that I haven't, far, far, far from it.

I did not want the permanent job - not full time. I'm close to 2 years after so many fixed terms. The dept is full of a lot of part timers so it feels more strained.
Nor do I truly hold out hope for the long-term with change upon us as it is and the pushing of self serve, you do wonder how long the job is viable for or how long you can remain robot like.

I ask for help and it is quite rude and evasive replies that come forward from all team leaders and then they wonder why I won't post when trying to call me out on the most minute of things, it is that I would like to get across. It is probably made worse that the role relies heavily on teams/emails and all the problems that you can get into about how that can come across but today has pushed the limit. It has become a running joke with my parents of what I've done this week, that they haven't liked.

I'm not part of a union, the setup is odd to most councils and they seem to do different things to other authorities but I do have access to legal line though house insurance. It is my own fault I should have insisted on occupational health sooner and asked who on earth completed back to work form not done in my presence so I can't see how any of my issues are recorded.

Unfortunately ages ago with another employer where I fully would have deserved the performance plan due to my slowness on the job, I did improve and would have kept the role I think, had it not been these situations just seem to me they do want rid, you are the target and so you start looking at other jobs.

I've cried enough tears over this job.

I have put many employees on performance improvement plans over the years. I have always wanted them to just engage with the plan and improve their performance. I don't relish the idea of having to sack anyone, I just want them to do their jobs properly. And if they're doing that, then I won't want them "out".

Unfortunately, most people just get defensive in this situation and refuse to engage. On the few occasions where people have actually approached the process with an open mind and a genuine will to engage, it has been a very different outcome.

Thank you for the guidance, I will try to take this on board.

They want to manage you out, so in your position I’d be looking for another job and then hopefully you can get a new job offer and work the exit from your current role to your advantage (settlement payment).

I would echo the advice from a pp about making sure that the targets are very clear and very specific, OP. You need to know exactly what is expected of you. Ask for clarification if anything isn't clear.

did you have breaks between your contracts? ie couod they think they dont have to pay you redundancy but actually they might have to as you will be considered an employee as it all ads up to obey two years employment.

you might want to see acas.

id be looking for another job asap. domt resign though as you womt get benefits for five months.

No breaks they just kept extending 12 months here, 9 months then until eventually a very small group of us fixed term'ers were asked to apply for a perm role and had an informal job interview, it was said to be part-time (which is what kept me around as long as I have) but got changed to full-time.

I sense the candidate they really wanted who was great and a far better fit, escaped with an external better employer, since I got the change in contract that's when things ramped up, like I'd upset someone for getting the position understandably is how it feels. They changed the shift patterns a year ago without any formal consultation thinking back and made us take calls back to back with a breather (use to get 2 or 3 minutes each call, but that stopped)

I'm not worried about redundancy pay. I have a small amount of savings and love a job interview, that is something.

speak to acas. soumds like they are setting you up for the heave ho.

there are rules about extend extend extend that may mean youre entitled to more stability if youve effectively been there over two years although they think just the last short contact counts so they can get rid of you easily….

OK can I not say; who is in hr?

who signed off a return to work report 29th May 25?

Why has a report never gone near or to HR?

Does it matter? You’ve said a lot in other threads about how much you hate this job and hope they get rid of you.

Thanks, I have responded today saying I carefully consider my position and giving them feedback as I’m long past caring. I should not be asked to take personal medical appointments as annual leave.

my poor boss who wants an easy life and thinks burying the head is golden but like I say I’m beyond caring.

Hang on, do you work for a council? Because if so advice related to standard call centre jobs won’t really apply. If you’re contact centre in a council then for goodness sake talk to the union. You don’t have to be a current member to do that.

Which is also why I have said I don’t care about redundancy money.
I’d rather work for someone who doesn’t pick ‘flavour of the month’ and actually deals with an employee’s problems rather than ignorance.

yes after so many months you would likely want to cut your loss.

Happily give the ‘bribe’ money back only a few months before when I was the one unsuitable. I did not ask for this and senior management clearly lied about listening into calls, only 2 months later they decide I’m going against policy as this shitty behaviour only started the moment I became permanent. I’m sorry for people who cannot grasp this.

How the hell do I get to local authority Essex (currently excluding Southend and Thurrock and London borough of having) as I have never spoken to HR in the past near 2 years.

Does this call centre folllow the same rules as that of a council worker no idea.

I have no idea whether Essex has outsourced its call centre. Is your employer the council? Or is it a different company? I am shocked that you don’t know who your employer is.

I’ll eat my pillow if the union will speak to someone that isn’t a member.

You’re not making any sense.

They haven’t made you permanent against your will.

You appear to have withheld information about significant conditions which clearly affect your ability to do the job.

You’ve had multiple medical absences and appointments and apparently haven’t been very proactive in seeking any support from them for whatever you are struggling with.

Your manager is using the tools available to them to try and resolve things.

This isn’t something you need to speak to HR about. You need to sort yourself out and decide whether to stay and start working with your employer to resolve things or go and work somewhere else (and have a different attitude so you don’t end up in this situation again).

No I’ve not have multiple absences which the call centre don’t know about according to you.

Oh yes necrotising fasciitis is something you can happily get in advance to discuss.

Silly me, a surgeon doesn’t take away part of a limb, oh silly me.
I’ve imagined district nurses attending for 6 months
yes that is it.

I should check my attitude so don’t end up with necrotising Fasciitis again …oh lol mumsnet experience.

more thrn happen for someone else to get it. Where part of the limb is removed if not flesh but crack on.

Actually no I haven’t
4 weeks last April 202) (ie 3 weeks spent in a hospital bed) so please do tell me where multiple absences lie exactly??!!.