Premier logo   Home  |  Contact Us  |  Site Map  |  Print page  to print
call centre banner

link
Call Centre Update News  

RBS call centre worker 'bullied out of her job after becoming pregnant'

Posted on Aug 04 2010
Call Centre Update News >>

Mrs. Kneale, a call centre worker, told the tribunal in Liverpool how she was "singled out" by temporary manager David Flatley after he learned of her pregnancy. Wearing a grey suit she told the hearing: "After I told people at work about the pregnancy Dave Flatley suddenly became aggressive towards me and would often shout at me. "I was frightened by him and he embarrassed me on a number of occasions. "On the day I announced I was pregnant it turns out that RBS had started monitoring my calls which they say was purely coincidental."
 
Mrs. Kneale, 26, from Tuebrook, Merseyside, gave birth to her son  Jack in December last year. RBS Insurance Ltd said she was dismissed for gross misconduct after an investigation showed she avoided calls with customers over a four-month period at its call centre at Cavern Court, Mathew Street, Liverpool. Mrs. Kneale refutes the allegation that she is a "serial call avoider" and said that a faulty headset was to blame for the problems with the calls.
 
She said: "I believe the fault had been there for a long time in my headset. I constantly reported it and asked for a new one but nothing was done." The tribunal heard how records of customer calls for the month of May 2009 were discounted from the investigation after the firm accepted there was a headset fault.
 
The firm rejected suggestions from Mrs. Kneale's solicitor, Mr. Terry Craven that records of other quickly-terminated calls were a symptom of the faulty headset. Dave Rossall, performance excellence manager at RBS Insurance, oversaw the appeal for Mrs. Kneale's dismissal and decided to uphold the decision, saying she was removed for "cutting off customers" and "not speaking to them in the appropriate way". He said: "A decision had to be made. We have more than 12,000 employees working in call centres and have targets of consistency that must be achieved. "According to the seven month report from January to June, Mrs. Kneale avoided around 75 calls from customers. "This could not be brushed under the carpet."
 
Mr. Craven said his client had suffered two miscarriages before giving birth to Jack and that no formal health assessment was carried out by her employers after they heard she was pregnant. Her husband Robert Kneale told how, after she disclosed her pregnancy, his wife had complained about being "picked on" by Mr. Flatley. Mr. Kneale said: "We told Stacey's colleagues that she was pregnant at a party in May 2009.
 
"But shortly after that she became subdued and upset because she was being singled-out and bullied at work by her manager Dave Flatley. "I told Stacey to ignore it but the behaviour continued for a number of weeks. "She was suspended not long after that and it caused her great stress and anxiety.
 
"Our relationship suffered as a result and caused Stacey to doubt whether she could have any more children after the discrimination." Mrs. Kneale is claiming unfair dismissal and sex discrimination against Royal Bank of Scotland Insurance Ltd and Mr. Flatley. The case continues.
 
<< Archive
call centre contact

Are you looking for an 'Award Winning' Call Centre?

Premier Call Centre are able to take your calls efficiently and professionally helping your Business, or Organisation run as smoothly and cost effectively as possible. Call us today on 0871 875 7000 for a FREE no obligation quote.

UK Contact Centre

Our service standards are not only second to none, but we can also save you significant time as well as money. Our Call Centre can work out far cheaper for you to employ us to support your calls than employ your own team of staff. Call Premiercallcentre.co.uk today!

satisfaction gaurantee

Premier Call Centre News:

Indian call centre executive sends terror emails

 An Indian call centre manager decided to test the police in Mumbai by sending terror emails.

South Africa becoming contender for call centre business

South Africa, and especially Cape Town, is growing as an international hub for off shore service providers.  

Emergency call centre to move out of Oxfordshire

 The Fire Brigade Union have said they will fight to keep an emergency call centre in Oxfordshire.

Santander saves 300 call centre jobs

 The call centre, previously run by the Royal Bank of Scotland, is going to be taken over by Santander saving almost 300 jobs.

 

Call centre staff asked to work longer into the evenings and on Sundays

 Call centre staff working for Thomas Cook are in discussions with the management who want to extend their working hours into the evenings up to 10pm and on Sundays.

<< Archive

 

 

 

 

 

Terms and Conditions - Privacy - Advertisers - Call Centre Information - Contact Centre - Contact Us