collection agent

bilingual call center representative

call center representative

customer service representative

emergency roadside specialist

Bill Gosling Outsourcing

I have worked now in 3 different departments and let me tell you, it an interesting place. My experience with managers was ok, however i was extremely micro managed and it seemed like the clients of most of the departments had no idea what they wanted as they would change the rules/expectations on a weekly basis and then "punish" the employees when they don't meet requirements due to confusion by making the managers give out coaching's. Managers do not listen to employees complaints/ advice, they agree with you on the downlow but are yes men to the client. Managers also seem like they don't know what is happening half of the time in the department and constantly need clarification from the client. They give you no warning of being fired/ moved to a different department, and when this happens they provide you with no explanation. The building itself has no windows and is always cold. Its nice to work from home now but in office its draining, and even working form home i would get calls as to why i haven't made a call in the last 5 or so minutes. In office you can only use your cell phone in certain locations which makes no sense, especially now that most are working from home and have regular access to their phones (shows there is no trust). Managers get angry at you whenever you use the bathroom or leave your desk for a little bit and say its "time theft". Good luck booking vacation time as they tell you to wait to book days off when it gets closer to the date and when you do they decline and say you should have done that earlier. In the last department that i worked at there was hardly ever any praise and only focused on the negatives and how i could "improve" which consisted of them repeating the same thing over and over again. when i was in office still BGO hired a lady to watch over floor operations and she was incredibly rude and even threated many employees, people went to HR but nothing was done about it as HR only cares about protecting the company vs protecting the employees. 

Overall its an ok place to work, i think they need to retrain management and tell their clients to have realistic expectations. Even in recent meetings it seems like a lot of the employees are stressed to due miscommunication and micro managing. There is no respect for the employees as i stated earlier they can fire/ move you without any warning or even an explanation. I also found out from asking my coworkers that many of us have different pays for doing the same job. 

At the London location they have several different contracts including emergency roadside for the US and Canada, and credit card sales.  The actual job is not difficult but can be a little stressful depending on which contract you are on.  One week of training with 2 days of "nesting" with another agent and then you are on the phone.  Support from coaches very wildly you will quickly find out who is best to ask for help from.  There is very little opportunity for advancement, at most "Peer Coach" which is a lot more responsibility with little pay increase and guaranteed to never have weekends off.

When you are hired at Bill Gosling you are told it is part time 25 -30 hours a week leading to full time and they will work with your availability for your schedule.  So not true.

1) You will be working full time with no benefits. 35 hours a week (8 hour shifts two, 15 min breaks, 30 min lunch). Very few people are actually hired full time and benefits are very weak even if do. Their "policy" is to schedule everyone for full time hours and then offer "vto" voluntary time off if they are not busy.  Depending on the contract you are working and your schedule this can happen a lot or never.

2) They will not be accommodating for your schedule. You may get a nice schedule right out training but that will change 2-4 weeks after. Expect to work weekends and possible split days off.  Picking up extra hours is no problem but trying to switch or give away shifts are your responsibility and its not easy to find someone who wants extra hours or switch a shift.

The payroll department is awful, always check your pay stub as there are frequent errors, especially if you pick up extra hours.

The operations department is frustrating to talk to, and hard to work with.  Trying to book time off is confusing and days off are sometimes not approved until the week before.  Work schedule is posted a week in advance but can change at anytime up to and including on your days off.  There are no shift bids, it is assigned by operations.  Trying to get a shift that works with your outside life is difficult, they do accommodate students to some degree but otherwise expect a lot of "we will see what we can do" with not a lot getting done.

As you would expect the job is extremely stressful. If you want to learn about sales in a difficult environment I would recommend this job, it has benefited me in that area. However, most of the upper management care very little about employees because they recognize the high turnover rate. Leadership is not something you will find here. I worked on a summer contract for 4 months, had regular sales within the office, and never missed a day. Still the location manager never said a word to me over the entire 4 months. What's comical is that although the location manager never spoke to me, that's how I knew I was doing good. The location manager would only talk to employees if the sales were lacking with no mention of how to improve but instead that they should consider work elsewhere. Employees had constant meetings with HR (who regularly solved zero workplace problems) to discuss feuds with upper management but no action was taken. In a specific case an employee had a seizure and coworkers came to the persons aid and make sure they were okay (managers no where in sight). After they helped the employee out of the office, management pulled the coworkers who helped the employee aside and mandated they do not leave the phones and management would take care of everything (even though they did not help the person in need). Employees would regularly have panic attacks with the usual response from upper management instructing employees to return to the phones or leave the office. You can find a better position elsewhere I assure you.

If your reading this, don't apply. They sucker you in with a small on-site gym and a games room which is nice but not worth it. They have perfected talking nicely but treating you like garbage. Horrendous place to work. Get ready for weekly if not daily questioning of your performance with constantly changing goal posts. Your best week ever is now the expectation. Once every month or two they collect all the worst phone calls from everyone in the department and we get in a conference room (now in a group call) and listen to them, in my opinion it's just public shaming you to do better. Under paid and over worked.  If you use the washroom while on the clock for even a literal minute, be expecting a call from your manager. Remember, using the bathroom while at work is "Time Theft". Your time off will be denied unless it's booked months in advance. They won't tell you you're working a holiday until a few days before, like 4 or 5 days notice and you get to chose a different day off. Also there is no holiday pay because your getting a paid day off, which is not optional, use it or lose it. Also they pulled this on us, because of covid no one is booking vacation time and saving it for when you can actually do something so book all your vacation time within the next few months by Friday or we will select the days off for you. The scheduling is strange like Monday/Tuesday mornings and the rest afternoons, that's your permanent schedule. Not to mention the job itself is terrible, very aggressive collections. Your entire job is confrontation and doing anything possible to make them give you every last penny they have right now. Ever made people sob on the phone? I have. Work anywhere but here, seriously.

I was on the support staff side so I did not work on the phones nor can I comment on that area of the business. Initially, the position provided me with a lot of training, guidance and support. The longer I was employed with BGO, the more it became evident how underpaid and overworked I was. I was told there was "no budget," to provide me with an increase in pay, but suddenly, there was a "budget," for the TLs and MCs to receive a pay increase. No bonuses for my position either but I was expected to do the work of several people because there was no budget to hire anyone else. I felt my work was never appreciated aside from silly "take flight," recognitions which were a requirement for managers to receive their annual bonus and not entirely genuine nor was there any discussed opportunities to advance with the organization further. So many meetings took place daily I was unable to get into a groove and do actual work. I spent a lot of time fixing the mistakes of TLs and MCs (that were getting paid more than me!) despite the fact that there was constant direction on how to proceed with certain tasks. I was expected to come in weekly during the height of COVID to "set an example," for other departments only to sit in an empty office while most support staff departments got to work from home. And don't get me started on the shaming of employees who were unable to work during the internet outage. 

This job was a great entry-level job but like most entry level jobs, you grow out of them and need to seek something else. I don't see BGO ever taking what is said in these reviews into consideration, most likely my position and others similar will be moved overseas for budget reasons. 

Steady hours, decent pay & met amazing peers! 
If you are looking for quick and easy money then work here. If you’re looking for more of a long term job then I suggest looking the other way. This job takes tons of energy mentally and physically. Not only do you have to deal with customers (I loved helping the few that appreciated it but getting yelled at all day for harassing them was not fun) but the management all gave off mixed signals on what they want from everyone. Managers act calm, collected and befriend you but then will do a 180 and completely lose it when they are under pressure. 
PTO (paid time off) was a joke. At first it was great,  but once they implemented a new rule where they would automatically give you vacation or pto when you didn’t ask so you are unable to use it later when needed. 
They are not understanding at all with mental health or any personal situations unless you are one of the elder’s that’ve been there for years. 
This place treats you like a number. They paint this picture of a great work environment but after working there for months you soon notice why they hire so many people. One day you’ll be talking to your friend and the next they are fired and replaced like it was nothing (saw a person that worked there for almost 10 years get fired because of a little mistake) You are no more than a number to these people! 
Over all, I met great friends from this job because we all suffered together but the management is horrible and not worth the money you are being payed.

As fair as an entry level position goes- Bill Gosling serves as a suitable means of participating in the work force, providing a touch about minimum wage, with bonuses for french and spanish speakers.

While still falling within the threshold of a poverty wage job, it does offer incentives to individuals who can meet criteria in both the sales and inbound side.

It's most major perk, is a fairly involved management team, and a decent enough training program that TD regularily hires from amongst the ranks of the company.

Therefore it serves as a more than adequate stepping off point into better jobs, providing a base financial income in exchange for training used to find better employment.

Just don't expect benefits. Even if you work fulltime hours, expect to be only considered as part time.

Also, don't expect a stable schedule in your life at all. While working Bill Gosling on many projects, you're effectively on call, and have ultimately no control over a constantly changing schedule, which sometimes shifts with as little as a days warning.

I have work at bill gosling for about 4 months and it is stressful working for a collections company. it is frowned upon if you disclose too much information to your customer of what is on their contract, and things they legally have a right to know. There is a huge lack of consistency, lack of transparency, and really long hours with not enough breaks. The training you receive doe not cover all the vital information you need to learn on the floor, so you have to wait until you get in trouble for lack of knowing to learn something you should have know or been taught. If you request time off it is not guaranteed you will get it. I had a second job and even with two months notice in advanced they did not allow me the time off to go to the mandatory meeting that I had with another job. IT IS STRESSFUL, UNFAIR, INCONSISTENT, AND DOES NOT HAVE FLEXIBLE HOURS WHAT SO EVER. A lot of people in  my department have left for similar reasons, more or less. This is just on ongoing issue that many people seem to experience. I no long work there due to lack of flexibility to their hours, and that getting in the way of my other obligations. I would suggest this only for a temporary job because you can learn a lot about loans, but not long term if you have your own goals, because this job will WITH OUT A DOUBT get in the way of your person progression.

Look, this job got my foot in the door. I thank my friend for that more than BGO. However, the lack of management, the lack of respect from HR, and the lack of kindness here is just... pathetic. Don't work here unless you really, really need a job. If you can help it, find somewhere else. They don't take your health, physical or mental, important. If you have a panic attack on the floor and need to leave before you have a full blown break down, well... They can't tell you to stay, but it will go on your employee report to the client and that just won't look very good for you... 

They don't tell you if you miss work for more than three days you need to be signed off by a doctor to come back... for some reason. Yet they micromanage every little thing you do. You can't ask questions or you're bothering management, but if you don't ask for help and make a mistake you're an idiot.

Right before I was let go, they hired a bunch of new people and were just finishing training them... when COVID hit in full swing. I was working from home, performing well, and receiving good feedback from my managers. Out of the blue me and several others who had worked here longer than the new people were let go. Apparently they couldn't afford to keep us. They could keep the new people, but not us. Interesting....

TLDR; Find somewhere else to work if you can.

I see many bad reviews, but the truth is that most people don't want to work or be expected to do the bare minimum at their jobs. The management team is nice and fun, but it could also depend on the department you are working for. If you do your job and show up, they will assist you with your work schedule, which is amazing. You just need to hang in there for a while. Management does care in most cases.

They are trying hard to have a nice culture and it would show before the pandemic hit. 

The main problem is the pay. Minimum pay, basic benefits after 1 year and that's all. If you move up, expect a $0.50/h, which won't even cover your transportation. Team Leaders get paid HALF of what the market pays and they don't care if you leave or not. If they would care more about if their employees could afford rent, they would keep amazing people working there. No yearly raises or reviews, you have to beg for a 1% raise.

Top Job Titles	Average salary
Collection agent 5 salaries reported	$17.70 per hour
Bilingual call center representative 12 salaries reported	$20.00 per hour
Call center representative 9 salaries reported	$17.46 per hour
Customer service representative 5 salaries reported	$17.26 per hour
Emergency roadside specialist 8 salaries reported	$17.20 per hour

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