RACQ Employee Reviews
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RACQ was a great fit culture and management wise. There was always support, training opportunities and clear career pathways, if you put in the hard work, however the opportunity to progress was long. This was evident by how long some of the staff were in their positions for before they could even advance.
Culture and up to date facilities
Unrealistic progression opportunities
The RACQ Inbound call centre used to be a good place to work about four years ago. Then they fired (made redundant) a heap of supervisors and the culture changed. Instead of a place where staff were recognised it became a churning factory. Staff were gaslighted constantly, bonuses started to disappear and become less frequent and harder to achieve, managers were employed to managed us who had never done the job. If you complained about bonuses changing you were ‘negative’ and if you brought up how in the past staff were treated better you were told and I quote “you do realise you’re working in a call centre?”. Which I guess is their way of saying “you deserve to be treated as disposable trash”. Staff are so let down, it used to have an office environment but now the management that cared have been replaced by sycophants and the call centre feels like a battery farm. ‘Call Centre Employee of the Month Award’ was always getting forgotten about, and “The Platinum Club” that ran for three years for top employees was also just abandoned and never mentioned again. If you want your achievements and hard work to be appreciated do not work here. They will over look everything you do right and narrow in on one rubbish product that you didn’t sell. Probably because said product was garbage. I worked here for over seven years and the mental health toll of trying to do calls their way and the pressure they put on you was exhausting. They focus on the minutia - every part and nuance and words used in the call is controlled. They make you feel like a robot and have successfully - more...
Work from home, you can purchase an extra 4 weeks of leave, Discounts off Insurance and free roadside.
Soul crushing job with a guaranteed mental breakdown.
Parking is free at the Eight Mile Plains campus and flexible working conditions allow a decent work/life balance. However, middle & senior management possess very poor communication and people management skills. The annual employee survey is a token gesture at best and merely serves to expose the massive gulf between management and the rest of the employees. The executive team "talks the talk" but lacks the courage and skills to "walk the walk".
Motor Claims: very fast-paced, challenging work with great training provided and resources of colleagues to support, great knowledge base information. More individual specific claims handling Property: More individual case-handling of claims work and extended time frames for repair work on most claims. More team focussed to ensure timely completion
Great team culture
I have worked for RACQ for over 12 years, and the focus on personal development has always been at the forefront of my experience. Not only me focusing on my development but the focus from my direct reporting managers through the multitude of roles I have worked in throughout my career here. Culture and values are the most important aspects to me when it comes to working for a company and that those items align to who I am as a person and employee and I can see that RACQ has both of these. Management within my department are supportive and present and go out of their way to get to know your headspace and work but give you the room to pave your own path. Change is the hardest part of any role, and change in this currently climate is constant. We don't always get it right and sometimes we get in our own way with processes, but I can see the business is learning. The most enjoyable part is working with people with the same member centric values that you hold and having a common end goal.
Large focus on culture
sideways movements needed to move up due to long staff tenure in roles.
RACQ is a company that is member-centric and this is reflected in the culture of the organisation. The staff are all committed to the business and providing members a positive experience every day. There is significant opportunity for professional development and career progression if this is of interest to you. The management are supportive and give us the opportunity to do our best work and this is highly-motivating. I would happily recommend RACQ to my family and friends.
Opportunities for professional development and career progression
As a new employee it can be hard to understand the business, but everyone was very helpful!
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I am so grateful to have built my career with RACQ over the past 7 years. It is a company that truly cares about its members and employees and it rewards those who work hard. I've been able to participate in lots of employee activities (like Our Community Christmas) and give back to the community as part of my job, which I really value. Some systems and processes can be slow and clunky, but there is a big focus on improving this and enhancing the employee experience. Would highly recommend working here if our values resonate with you.
Left due to restructure. Fast paced enviroment where I had to create online content, seek its approval from subject matter experts, and use a content management system (CMS) to send copy live with the required deadlines. Also built web pages and optimised images for online upload.
After 8 years of working at RACQ, I am so, so disappointed with what it has become. You’re continually bullied and gaslit by passive aggressive management who have no management skills, people skills or life experience. When you attempt to resolve issues, HR will throw you straight into ‘mediation’ with the manager who made you feel like you have no self worth and caused you to doubt if you ever even worked at the company. This manager has recently been promoted. I quit with no job and spent 3 months working with doctors and psychologists to regain some self worth and work out that it wasn’t me that was the problem. You can offer new members way better premiums than existing policy holders. You’re continually dealing with complaints as they advertise that they 24/7 but most departments finish at 7pm or 9pm at the latest. Website and systems never work. Sales targets based per engagement so you’ve got to sell something to everyone. Your expected to over service members even if it’s just a change of rego. You can never get holidays. In flexible and no work life balance despite them continually telling you that there is. You could be great at 99 out of 100 things but that 1 thing that you’re not good at, they will kill you over. The only plus, I’ve met some lifelong friends who have helped me through.
They have no idea what they’re doing. This place is full of incompetent managers and staff. Bullying exists & if you speak up; be prepared to be pushed out. The most toxic and poorly run organisation I have come across in over 20 years of working. Maybe the new CEO will inspire a positive change. The only good thing about RACQ is the member focus - pity there is zero staff wellness focus
After 15 years of customer service across many different large organizations; RACQ is by far the worst environment I have ever been in. Training is inadequate, management are completely incompetent and absent which leaves senior staff to ‘run the show’ without any professionalism. Total lack of support, absolute lack of process. Toxic culture - zero support - if you want to end up with a mental health issue then you should work here. If you value your health then PLEASE AVOID, AVOID, AVOID!! Then warn everyone you know. Shocking company to work for. So many good employees are now in therapy due to this place; an EAP COUNSELLOR told me that the number of unhappy RACQ staff they get through their door outdoes any other company they provide services for - that says it all 😔
terrible hours and poor pay single person's job hard on families I get it if you don't like the review then keep denying to submit the form they expect you to be on call even when it's your time off. I was told i would be paid an hourly amount only to be paid per job. which worked out a lot less than the original quoted amount.
If you want to be seeing your GP on a regular basis for stress & depression then take a job with RACQ!! But please note, management just love to try to call you out over sick leave & even though they cause it, trust me they love pushing you into needing to take "Unpaid Sick Leave". Unfortunately though I need to earn money so i'll be working here probably until they run me into the ground & I physically can't get out of bed & so take permanent sick leave all caused by RACQ!! Do yourselves a favour & work anywhere except here!!
I cannot warn enough people about how bad this place is. They over promote pathetic people to management, bullying is tolerated and not acted on. Staff are treated like rubbish and the turnover is huge. Unprofessional and unreasonable managers. Since leaving I have found out there are so many people miserable for having worked there. Avoid like the plague.
Official response from RACQ16 September 2019
Hi, and thank you for your review.We're sorry to hear of your poor experience at RACQ.We do take all feedback seriously so would encourage you to contact firstname.lastname@example.org if you would like to discuss your experience further.RegardsKim, RACQ Careers Team
A company that prides itself on values and a member focus is nothing but a farce. Workplace bullying exists and the process to get this address is atrocious. Incompetent management, atrocious “HR partners” that offer zero support to victims and only cover up for the serious issues that exist. So many staff are unhappy and the culture is the worst I have ever experienced. Avoid this company like the plague
Incompetent management - no adherence to the code of conduct - bad behaviours of staff are ignored