Serco Group Employee Reviews

They will provide equipment and training for 8 weeks. The training is good, the team leaders are okay and the coaches are also okay. Really strict but that is understandable. good for first job not long term though. You can apply for different position in the company if desired. Not sure if it is true because I have not tried it.

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Good

Immigration Officer (Former Employee) - Sydney NSW - 20 September 2023

Worked at VIDC. Environment can be toxic but you just gotta know how to handle it and ignore it. Go work do you job and make your money. It’s fairly easy. Can be draining if you have a lazy off sider.

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Serco Group insights

Based on 16 survey responses

Areas for improvement

General feeling of work happiness
Fair pay for job
Sense of belonging

Horrible work environment

Data Entry (Former Employee) - Mill Park VIC - 13 September 2023

The friends I made are for life But you couldn’t pay me enough to ever work for Serco ever againToxic environment felt like a prison Horrible management horrible pay and will leave you with mental scars for lifeDo not recommend

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Productive

Facility Operations Manager (Former Employee) - Western Australia - 30 August 2023

Excellent pay. Supportive management teams and helpful staff willing to get involved. Environment can take its toll however there are rewarding aspects of the job. No two days are the same.

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Great stepping stone role.

Customer Service Representative (Former Employee) - Box Hill VIC - 23 August 2023

Serco is a great stepping stone in to leadership, operations, recruitment or L&D. But to get there you will need to do the hard work that pays less. This can be challenging, and many leave before they get the chance for succession.The pay in higher duties is still very low compared to most companies - however, the experience you can gain is fantastic on a resume. I have great memories at Serco and also hardships (like any job, really) If you’re looking for work life balance, this role is not for you due to the nature of work. The role teaches you resilience and how to handle difficult customers - this all takes time to adjust to, however gives great life skills. This is a good first job. One thing that needs to be improved is leadership capability within the company.

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Poor management but good colleagues.

Detainee Service Officer (Current Employee) - Northam WA - 12 August 2023

Interesting place to work in. Extremely poor management but has a lot of good colleagues. Good money if you are willing to put in time and effort for overtime, otherwise it's not worth it.

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A memorable place

Call Centre Operator (Current Employee) - Box Hill VIC - 5 August 2023

Good team members and staff generally stick together. Pay and conditions could certainly be better and I wish this suggestion would be taken more seriously by management

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Great work environment

Customer Service (Former Employee) - Mill Park VIC - 31 July 2023

Loved working for Serco. What made the role enjoyable was all the people you worked with. It was almost like a bug family. Always so supportive, friendly and a great team work environment.

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Poor work balance

Call Centre Operator (Current Employee) - Box Hill VIC - 24 July 2023

Want accommodations for mental health/disabillity? Want flexible hours? Yeah, you're best bet is to find somewhere else. You can't set your hours nor change them.Being told "we're here for everyone!" Then being told it's going to take weeks for accommodations to be implemented

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Fun place to work

Customer Service (Former Employee) - Bendigo VIC - 20 July 2023

Fantastic place to work Support environment Great perksGood team environment Free coffee and theme daysGreat career progression Further study offeredSupportive culture

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Jobs at Serco Group

Call Center Consultant

Serco - Avoid at all costs

Speed Camera operator (Former Employee) - Melbourne VIC - 11 July 2023

Dont, just dont. If you do you only have your self to blame.They happy underpay and forget to pay for shifts and if their equipment or systems dont work you sit around and wait on time you dont get paid for

Pros

None

Cons

Dangerous job, treat staff like dirt

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Very boring

Call Centre Operator (Current Employee) - Varsity Lakes QLD - 11 July 2023

The work itself is easy once you learn it, but then it gets extremely repetitive and boring. The pay could be better considering we have to deal with sensitive information.

Pros

Free breakfast

Cons

Dealing with annoying customers and sometimes, long times between breaks.

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Pay is crazy low and the amount of stress is crazy high

Customer Contact Officer (Current Employee) - Dandenong VIC - 27 June 2023

This job is not for the faint hearted. The pay is bare minimum and the workload is heavy, fast paced and intensive and support lines never answer.The perks is an absolutely amazing team leader you wont get fired for making a mistake and that's all.

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The worst place I have ever worked.

Customer Service (Former Employee) - Melbourne VIC - 25 June 2023

What is the best part of working at the company?Meeting so many diverse personalities What is the most stressful part about working at the company?Unrealistic kpi's, lack of empathy from upper management, no floor support. What is the work environment and culture like at the company?Toxic environment, no help in stressful calls What is a typical day like for you at the company?Stressful constant pressure to perform

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Only if desperate.

Customer Service Representative (Former Employee) - Dandenong VIC - 12 June 2023

No support. Horrible team leaders, low pay, no prospects unless you're willing to become a liar with no ethics/morals. Terrible company for customers and employees alike.

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KPI driven, difficult calls and not much support

Customer Service Officer (Current Employee) - Mill Park VIC - 31 May 2023

The company does not show much support to their employees and pay the minimum. EAP phone number is provided for those who struggle with difficult calls or the overall stress. No Christmas gifts although staff worked through the pandemic.

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Do not work here

Customer Service Officer (Current Employee) - Melbourne VIC - 23 May 2023

This job is not worth it for the pay, you're constantly getting abused by the customer's, they throw you on the phones after two weeks of training and then when you get something wrong it's our fault, even if you get help by floor walkers. KPIs are very hard to meet. TLs are okay, some are nice and some are rude.

Pros

None

Cons

Horrible Pay, Horrible Customers, Not good for your mental health, draining

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Exciting

Customer Contact Officer (Former Employee) - Mill Park VIC - 10 May 2023

Would like to be able to work here and possibly/eventually work remotely! Currently work from home with 25 hours a week which doesn't provide much. Hopefully Serco provide the answers!

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Good culture + people, bad job + pay

Customer Contact Officer (Current Employee) - Work from Home - 10 May 2023

The people you work with, the interview and management are all completely fine.The real downside to this job is the low salary compared to the stress of not only dealing with customers

Pros

Flexible working arrangements, Helpful management, Fun culture amongst workers

Cons

Stressful nature of work, Combative customers combined with inherently stressful nature of the role, Low pay does not match the stress or difficulty.

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It is potentially a great company, but it isn't. If it were a movie, it would only get 5/10.

WHS Safety advisor (Former Employee) - Melbourne VIC - 2 May 2023

What is the best part of working at the company?Working from home and the flexibility of that.What is the most stressful part about working at the company?They don't train you sufficiently.What is the work environment and culture like at the company?Management was quite untrained in the art of supporting their team.What is a typical day like for you at the company?Self-managed but not a lot of support.

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Inequality between work expectations and remuneration

Customer Service Representative (Current Employee) - Melbourne VIC - 29 April 2023

In terms of the employer Serco, they have set up many benefits for their employees and really strive to meet the 4 values they have. They plan in advance to create a social environment with occasional theme days where they provide food and prizes for work incentive which helps improve the mood in the office. This job is something you have to make of, we’re you mould yourself into fitting into, or you just won’t make it.It’s definitely a tough job, extremely and unfairly underpaid, where customer contact centre staff and the coaches that train these new staff are paid the same rate. There are definitely no financial incentives to work here. They will not budge on the call centre award rate and for the high intensity stressful work you are required to perform at the highest level of quality, you are basically not acknowledged at all- the only reward is the knowledge you have made a difference in the callers life. So if you want a character building job, this is the place for you. The call centre job does have a high turnover rate, which they are working on improving by increasing time in training, though some people simply cannot handle the stressful and sometimes traumatic situations that are relayed to them as they can be extremely triggering.The best part of working for Serco is helping your callers, showing genuine empathy and hearing people out, and the genuine friendships you will make in this place, there is a lot of great people there who work tirelessly for their customers and Serco absolutely undervalues them financially. This to me speaks volumes about how corporate -

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