Pros
I have been here through the bad and the good times. Things have changed and there is no danger of going back to the old days. Some people are not happy with this, but this is the new world. The focus of the company is about effortless service. Also a lot of the products have been upgraded to ensure that a customer is covered for what they expect and not get caught out by clause xyz in paragraph xyz. The company actively finds ways to help customer even at its own expense through customer hardship funds. This is a great place to be and is against the trend in the UK service industry of a race to the bottom for lowest cost.
Cons
There are some behaviors that still need to be addressed. Also there is a vocal minority who seem hell bent on treating everything as a conspiracy against them. encourage these people to get on board or move them on. Some of the middle management team are still showing a lack of team work and only contribute to where the can be 'seen' rather than getting down and resolving issues.