Strong team culture but leadership lacks fairness and transparency
Pros
The people are the biggest strength of PHMG. The Client Care team is full of hardworking, knowledgeable people who consistently support one another despite the pressure the role brings. There is a strong team culture, and many employees go above and beyond for both their colleagues and clients. The role provides valuable experience in negotiation, conflict resolution, communication and managing complex client relationships. It is a demanding environment, but the skills gained are highly transferable. Adam Ryding has been one of the strongest leaders within the business. He has consistently been approachable, honest and transparent. He communicates openly, supports his team and remains visible during periods of change. His leadership has helped maintain stability and trust within the department.
Cons
The biggest weakness has been the lack of transparency and consistency from senior leadership. Significant organisational changes have regularly been introduced without sufficient communication or consultation, creating uncertainty across the department. Employees have often been left without a clear understanding of the direction of the business or how decisions have been reached. The KPI structure has become increasingly disconnected from the realities of the Client Care role. Performance is heavily measured against numerical targets that do not always reflect customer outcomes, client complexity or the quality of work delivered. Expectations continue to increase while recognition for consistently delivering results has become less visible. Morale within Client Care and Retentions has declined significantly over recent years. Communication has become less consistent, confidence in senior leadership is at its lowest point, and many experienced employees no longer feel their voices are heard. Organisational changes have left people feeling disconnected from the direction of the business and uncertain about the future. There are exceptional people throughout Client Care who continue to deliver outstanding results despite the environment becoming increasingly challenging. Unfortunately, many employees feel undervalued, disconnected from strategic decisions and under constant pressure to achieve KPIs that do not accurately represent the realities of the role.