Serco Employee Reviews

Found 182 reviews matching the search See all 3,406 reviews
Sort by: Helpfulness | Rating | Date
5.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Suited Family life Secure job
- Accommodation, Cleaning Team Leader (Former Employee) –  Townsville7 April 2019
Suited my young family life
Supplied training to allow me to gain a Higher position
Great team achievements
Every days Task were different
Secure Job.
Pros
Training
Cons
completing all different types of work and meeting different poeple
Was this review helpful?Yes 1NoReport
2.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
One giant mess!
Customer contact officer (Current Employee) –  Melbourne VIC17 March 2019
Months waiting for the position to start, then a further delay to the start date. Training run by people who should NEVER train. The hours offered did not coincide at all with what was advised prior to commencement. Before reaching any level competence in one area of work, they are already showing you something else. Hence you can never get on top of any one task properly. What can I say, it's a workplace full of people who don't know what they're doing, or why they are doing it. No real quality control over "work" done, no timely feedback, despite the team being all newcomers. Confusion across majority of team members, no one to turn to (understaffed of people who know what they're doing, and even those who do, aren't always the most helpful). Frustration and nothing else. Unless you like wasting time, then avoid this employer.
Pros
None
Cons
All the above
Was this review helpful?Yes 8No 1Report
4.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
excellent
Detention Service Officer (Former Employee) –  Northam WA24 January 2019
Serco are strong company in their field and know what they are doing. The managers are well educated and look after their team and care about the individual while they are at work and at home.
Was this review helpful?Yes 5No 4Report
2.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
immoral unethical
csr (Current Employee) –  Melbourne VIC16 December 2018
Serco are one of the contract employers for the ATO a license to print money really.

They pay their employees about $24 an hour the lowest of all the ATO contracts.

The employees work very hard on complex taxation matters with substandard training on many computer programs with Strict KPI's.

One of the KPI's is only have about 40 seconds before the next call.


Two 10 minute breaks and half hour for lunch.

At the end of Tax time about November they sack most of the staff then start recruiting in December for the next year.

This year for Christmas the Management of the Whitehorse Road Office in Box Hill gave their staff a Christmas stocking with 5 chocolate bars.

Now thats appreciation for a years money making for management. for you. Well done scrooge.
Pros
employment
Cons
unhappy work place
Was this review helpful?Yes 22No 1Report
5.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Good place to work
Detainee Service Officer (Current Employee) –  Maribyrnong, VIC, AU6 December 2018
Its a good place to work. It is multi cultural and linguistically diverse. Cultural Competence is greatly valued as well as alertness and ability to follow instructions.
Was this review helpful?Yes 3No 3Report
1.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Horrible
Customer Service Representative (Former Employee) –  Burnie TAS26 November 2018
This company has ruined me. Management are constantly guilty of backstabbing, favouritism, gossip, LYING to cover themselves, nepatism and corruption. They do not care about your stress levels, it's all about reaching those KPI's and getting their name looking good. They do not value the staff that keep THEM in a job. Occasionally they will put on a free cheese and bikki day and claim it's your reward for doing such a great job. Loyalty to the company does not mean a single thing to them and they will happily set you up to fail with no hesitation. I know cannot work due to serious mental health complications which was brought on by the actions of several members of "management" within this company and when I asked for help I was turned away and made to look like a fool and then gossiped about by the same people who told me the would help me. Don't work here unless you are prepared to brown nose in a serious way, but even then they will still run you into the ground behind your back. Promoted one day, demoted the next without any explanation. Typical corporate company.
Pros
quitting
Cons
terrible management, stress, not looked after, terrible pay
Was this review helpful?Yes 36No 3Report
1.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Workplace culture absolutely disgusting
Customer Service Representative (Former Employee) –  Not telling14 November 2018
Where in ANY work place are you encouraged to dob in your workmates, and what does that say about the culture of this employer.
Management are PHAT and lazy, not interested in the staff on the front line doing all the hard work and suffering from the stress of the phone calls.
Blatant favouritism for long term employees and micro management of staff, back stabbing and gossiping on the floor, floor walkers who have NO idea of answers to questions put to them, acting team leaders who are too young to have any leadership skills but yet have inflated ego's.
Serco certainly need to be released from their obligations to the Tax Office as they are being paid for 8-12 weeks training and only giving 2 to their employees which is completely inefficient, operatives are being sent out to answer important phone calls from the public without enough knowledge about the tax system and what information is in the scripting is not always adequate for the calls being received.
Constantly drummed into you to use the scripting but then when you have to absolutely think outside the box you are reprimanded for it.
Team Leaders for some reason think they are doing quite an important job but in reality, they are working in a call centre.....
New contracts are being handled ineffectively, training is inadequate again for the contracts being gained from the Tax Office by Serco, one contract had one days training, and when advised to use specialists, there were none, because it was a new contract.
The Tax Office need to rethink their contracts and maybe realign with a new fresh Australian company
  more... as Serco have become lazy and complacent especially with the training.
You are better off working for the Tax Office and being paid the money that is more relevant to the job you're actually doing.
Rostered breaks are ridiculously short for the stress involved in the job, but its all about pumping the phone calls through not really the wellbeing of the staff even though the management "speak" all the right words, there is really no duty of care behind them.
Would have to be one of the worst experiences of my life, will never return to a call centre environment and would hope that others would forego what will be a harrowing experience also.
Simply don't apply, save yourself the harrowing stressful experience.
Most operatives don't even make it through the training, as it simply is too overwhelming to comprehend in a short two week stint and then once put on the phones a lot leave after the first day.
Serco don't care they profit from that and simply release all casuals and start all over again and if you're a member of the general public reading this, make sure you ask the operative how long they have been working in the call centre, if its less than 3 months, ask for another operative, cause for sure they will have NO idea as to what you're asking about and will be fumbling in the dark to find the answer for you.
  less
Pros
learning about the tax system
Cons
everything about a call centre run by Serco
Was this review helpful?Yes 23No 5Report
3.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
A diverse company
Intelligence Officer - Immigration Detention (Former Employee) –  Melbourne VIC29 October 2018
Every day was different and a lot of variety. I mostly enjoyed my time with Serco. The company and management need to address their workplace culture.
Pros
Free on site parking
Was this review helpful?Yes 2No 4Report
5.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Fantastic position
Roadhouse Attendant (Former Employee) –  Boambee NSW15 September 2018
Working in a roadhouse doing over night shifts was nice slow paced position doing all the end of day cleaning and serving mostly truck drivers.
Great co workers and management
Was this review helpful?Yes 2No 2Report
3.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
very clicky place to work.
Detainee Services Officer (CSO) (Former Employee) –  Brisbne5 September 2018
Serco has a very poor work/life as there is no room for advancement due to skills level. All advancements are given on the basis of who you know and not what you know. The organisation runs on a military basis and correctional management. Most of the upper management is made up of ex prison officers who are mates with the management team.
Pros
plenty of work
Cons
12 hr shifts
Was this review helpful?Yes 14No 2Report
5.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Excellent team members to work with
Customer Service (Former Employee) –  VARSITYN lAKES QLD23 August 2018
I enjoy helping the customers and assisting with any enquiries they may have, I enjoy doing different jobs that may be required of me. I enjoy the culture of the company
Was this review helpful?Yes 1No 4Report
4.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Friendly workplace.
Inbound Customer Service Representative (Former Employee) –  Box Hill VIC7 August 2018
Everyone working here was very friendly and approachable even if they were from different departments. While the work could be difficult at times, it was a good experience overall.
Was this review helpful?Yes 5No 14Report
1.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Inadequate support once traininig is over.
Customer Service Agent (Former Employee) –  Box Hill5 August 2018
Some management were extremely helpful but for the most part you were left with little support on calls despite strenuous micromanagement. Scripting required to follow often did not cover queries being received. As a result was often left flying blind without anyone to ask for assistance.
Pros
Free lunches.
Cons
Almost everything else.
Was this review helpful?Yes 27No 4Report
5.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Good work environment
Cleaner - Full time (Former Employee) –  Melbourne VIC29 July 2018
work includes cleaning and removing of graffities, cleaning around all the parks in the city for the city of Melbourne, cleaning of pavilions, and helping homeless people with supplies
Was this review helpful?Yes 2No 5Report
3.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Fun and energetic company to work for
Cleaner - Wagga Wagga RAAF Base (Former Employee) –  Wagga Wagga NSW20 July 2018
Always had a laugh and enjoyed working with the cleaning team. Very productive but had fun at the same time. Management were very friendly and training was great.
Was this review helpful?Yes 3No 2Report
5.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Productive and a fun workplace
Domestic Service Attendant (Former Employee) –  Holsworthy NSW15 June 2018
My Typical day was repetitive cleaning, I learnt about chemical handling, colour coding, management was awesome, you could joke and have a laugh with them, workplace culture was very diverse the hardest part was the heavy lifting and on my feet all day the best part was the hours and all the friends I made along the way.
Pros
Free Lunches
Cons
On My Feet All Day
Was this review helpful?Yes 5No 2Report
1.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
horrible
Customer Service Assistant (Former Employee) –  Enoggera QLD10 June 2018
easily the worst experience I have had in the work force. I have learnt that performance equals punishment and the toxic culture and back stabbing environment is disgusting.
Pros
none
Cons
too many - do not apply to work here
Was this review helpful?Yes 30No 5Report
5.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Serco
Transport and Escort Officer / Team Leader (Current Employee) –  Christmas Island WA30 May 2018
Not a bad company to work for. I have been with SERCO for about three years working both detention and courts. Need to look for employment in Australia which I think a new company will be good.
Was this review helpful?Yes 7No 7Report
2.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Ordinary job without any real career progression
Customer Service and Support Officer (Former Employee) –  Box Hill VIC29 May 2018
A typical day at work is to answer inquiries about tax for Business and Individual clients. This would include over the phone and email inquiries.

I have learned how the Australian Taxation Office cheats its employees by hiring outsourced labour for the fraction of the cost it would take for them to do this themselves. A fully trained ATO employee would be expected payment of $35.00 per hour. Working for this outsourced centre, doing exactly the same type of job and as a full time employee, you will be paid $21.00 per hour which is just above the minimum wage expected for a call centre employee.

Management tend to only concentrate on results and care very little about individuals. During award negotiations, Management used scare tactics to negotiate a wage solution which benefited themselves greatly.

Workplace culture is highly negative. Apart from seeing fellow employees during work hours, there was little interaction outside office hours. There have been efforts to organise a time and place to see other employees outside these hours but there was little enthusiam from employers and employees to continue these plans.

The hardest part of this job is to remain motivated doing repetitive work. The breaks were not that long; only 10 minutes break for the morning and afternoon and a 30 minute lunch break.

The most enjoyable are the team meetings which you would have an hour to run through details of the work. It also means an hour off the phones which was highly beneficial.
Was this review helpful?Yes 46No 5Report
4.0
Job Work/Life Balance
Salary/Benefits
Job Security/Advancement
Management
Job Culture
Challenging, Productive and Demanding with a professional atmosphere.
Customer Service & Solutions Officer (Former Employee) –  Box Hill VIC6 May 2018
A very busy & fast paced environment with a new challenge in every single call. Help was available by coaches & floor walkers but it was too demanding.
Pros
Colleagues were friendly
Cons
Rosters are timed without consideration.
Was this review helpful?YesNo 5Report
Claimed Profile

Want to know more about working here?

Ask a question about working or interviewing at Serco. Our community is ready to answer.

Ask a Question

Overall rating

3.6
Based on 3,406 reviews
5903
41.1K
3841
2290
1280

Ratings by category

3.5Work/Life Balance
3.4Salary/Benefits
3.1Job Security/Advancement
3.2Management
3.4Culture