Customer Service Representative (Former Employee) – Not telling – 14 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 companymore... 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
Customer Service Representative (Former Employee) – Box Hill VIC – 20 May 2019
Training which seems somewhat distant from actual requirements of the job. Thrown in at the deep end ,on the phones before "ready". Trainers not experts. Micro-managed to death. No positive recognition for staff who think outside the box to try and solve issues that taxpayers have. Team leaders don't understand that complex phone enquiries take time to solve and many things are not covered within the narrow confines of the scripting which staff are expected to religiously follow. Very stressful job. When seeking support or assistance, nobody seems that willing to help properly, or they help a little bit and then walk away and the poor operative on the phone is left to drown. I enjoy learning the job, but seem hampered by the system.
Poor leadership, unwelcoming environment for new staff.