Friendly Reminder: Expectations for Sick Days, Running Late & On Shift

SICK DAYS

• If  you are unable to work your rostered shift, you are required to contact your line manager (Your direct TL.) You must contact the TL 1 hour prior to your sign on.
• This must be via a call unless on a 7am shift. If you are starting at 7am, an SMS is fine, otherwise a phone call is expected. 
• If your line manager is on leave or an RDO (inc weekends) please contact the rostered TL (please check Genesys or the emailed TL roster if unsure who's on)
• If you need to log off unwell during the day please advise your TL or a TL on shift.
• Log all sick leave into ESS as soon as you return along with any med certs.

RUNNING LATE:

• If you are running late you must advise your TL or the TL on duty.  This included if you are having internet or connection issues for if working from home.
• If you are late it is expected you make this time up.

ON SHIFT

• It is a MINIMUM expectation that you are Logged in, on Queue and ready to start your shift for your rostered time.  if you are rostered for a 9am start you are expected to be at your computer, logged on. Ready to go for 9am.
• It is also expected that you are LOGGED IN for the whole duration of your shift and do not log out early unless approved by a TL. If you are due to finish at 5pm we expect you are logged in UNTIL 5pm. 
• At the end of your shift please ensure to log out of Genesys

If you have any questions, please reach out to your TL.

📧 This was also communicated via email on 9th January 2026, titled “Friendly Reminder - TL Roster - Week Commencing 12th Jan” sent by Caroline B (Customer Service Team Leader).