General Expectations

Clear and accessible workplace polices


Q  What policies and procedures should an employer have?

For employers with five or more employees, they are legally required to have written policies on

  • Bullying and harassment
  • Discipline/dismissal and grievance (this must be in writing)
  • Equality and diversity
  • Health and Safety (if you have more than five employees; in writing)
  • Maternity / paternity / adoption
  • Pay
  • Redundancy
  • Smoking, drugs and alcohol
  • Whistleblowing / protected disclosure
  • Working time and time off
  • Data Protection Act 2018 (1998) and General Data Protection Resolution 2018


Written contracts/terms of employment

All employees, regardless of the number of hours they work each week, are entitled to receive a written statement from their employer within 2 months of starting work. The statement should describe the main terms of the contract of employment.


Clear and achievable bonus structures and commissions where appropriate

Acknowledgement that even high pressure contact centres can be a positive working environment

Employees shown that they are valued by their employer