Going a little off topic, I understand the frustration against the management and what they “earn” but every time I’ve spoken to to the front line staff via phone or email they have always been very helpful and gone the extra mile (no pun intended).
I’d guess that dealing with people on the scheme for want of a better way of putting it can have its challenges, for example to Joe Public a last minute change of colour is probably nothing more than an inconvenience but for someone like my wife it would feel like the end of her world…
If paying the call centre staff an extra pound (made up number) an hour over what they would earn doing the “same” job elsewhere is the difference between getting a copy / paste reply or a simple response from a script and having someone put some effort in to actually try and help then overall I’m not sure how it can be seen as a bad thing.
Having said all of that, like most large organisations I’m sure there are many ways to save money and run a tighter ship but from my personal experience I cant really fault the customer facing staff and think the scheme would suffer without them – not so sure I’d say the same about managers, consultants or advisers but never had the the “pleasure” of dealing with them lol