45: Service NSW Employee Reviews

Good place to work for the time I was there and good pay.Although the KPIs would change daily and no one at any level seemed to know the correct KPIs.

Pros

Pay

Cons

Management

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Great company to work for.

Customer Contact Officer (Former Employee) - Newcastle NSW - 21 September 2023

Professional and respectful work culture. Flexible with time. Great support from team leaders. Hardest part of the job is dealing with difficult customers.

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Service NSW insights

Based on 7 survey responses

What people like

Fair pay for job
General feeling of work happiness
Ability to learn new things

Areas for improvement

Feeling of personal appreciation
Trust in colleagues
Support from manager

Great place to work

Assessor (Current Employee) - WFH - 20 September 2023

WFHSupportive managementCareer progressionSupporting vulnerable peopleGreat team atmosphere even through it is an online spaceMonthly wellbeing checks

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Destructive

Manager (Current Employee) - Unanderra NSW - 22 June 2023

Get out it is so damaging to your mental health very much based on who you know not what you know they hide under the smile management has mob approach they will gaslight you to the brink of insanity and make it your fault recruitment is also flawed and impartial

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Great place to work

Engineer (Current Employee) - Sydney NSW - 20 June 2023

Great place to work with flexibile working days , Team env is great and managers are supportive .Will highly recommend someone looking to join public sector

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A very good environment to work.

Customer Service Representative (CSR) & Driver Tester (Former Employee) - Broken Hill NSW - 23 October 2022

Felt welcome. Overall best work experience and training with career development. The team environment was friendly and supportive. Best manager ever.

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Worst experience of my life

Digital Service Representative (Former Employee) - Bondi Junction NSW - 20 August 2022

I worked as a DSR at the Bondi Junction Service Centre.While the colleagues were mostly great, the service centre Manager at the time was an untrustworthy bully.There was little to no support on the floor, dealing with atrociously rude customers all day long. Your purpose there was to survive, getting through the day at best…Always understaffed, with a very high turnover, my physical and mental health degraded fast. Thankfully, I was able to move on and progress my career and I enjoy every day my work now. If you can survive a busy Service Centre, any job will seem easy I guess…

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Worst workplace ever

Digital Service Representative, Service NSW (Former Employee) - Armidale NSW - 4 June 2022

Working for Service NSW is a horrible experience. They will hire you part time and make you work full time hours without an ado. They favour employees that have been there a long time and will treat new employees like nothing. Head office will do nothing and even suggest you should work at kfc instead if you want parttime hours. Get paid more from centrelink.

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Productive work place where you learn a lot and resolve customer queries

Customer Concierge Officer (Former Employee) - New South Wales - 17 May 2022

Strict work culture given the fact that you are handling sensitive information, but great team members, often ready to help whenever you are stuck which makes it somewhat fun, you learn a lot..overall productive work place

Cons

Abusive customers makes it difficult

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Colleges are great. Working in a call centre is one of those jobs you'll either love or hate.

Customer Service Representative (Current Employee) - Australia - 25 April 2022

Abused by customers on multiple occasions but good support from management when incidents occour. Unfortunately call centre work ( and especially government centres) is always hard, call expectations can feel hard to reach. Big culture around not taking sick days.

Pros

Great people to work with, great pay.

Cons

Rotating shift, abusive from customers is frequent and can become hard to deal with.

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Toxic and unsupportive work environment

Customer Service Operator (Former Employee) - Parramatta NSW - 19 January 2022

At first, I enjoyed my time at Service NSW until team leaders stopped “caring” about us after 3-4 months of employment. I was hired to do 2 skills and by the 4th month I was forced to work with 15 different skills with little training. It felt like we were always thrown in the deep end and told to swim. Plus, we never had any sort of pay rise or choice in doing those skills, we were being paid the same amount as someone who was doing one skill. The adherence schedules were stupid, you were pretty much allowed to go to the bathroom once a day, within your 8 hours. Some of the team leaders were absolutely rude, not assisting with inquiries, questions or escalations. They always said they were “too busy doing admin work” I as well as so many other agents I had spoken to had developed major fear and anxiety from the abuse received over the phone, the micro managing from team leaders and the lack of support and training to deal with situations. Service NSW does not have opportunities to progress unless you closely know someone in other departments. There were many times we were told “not to plan our lives” when schedules were wrongly distributed. If you aren’t a permanent employee or someone with kids, your leave requests will always be denied or “on a wait list”. We were told to pretty much mould our lives around our work and not worry about our personal life. Service NSW do not care about their people, they hire as many people as they can just to dispose through them all then hire a new bunch of people. I strongly DO NOT recommend Service NSW as a workplace.

Pros

None

Cons

Lack of support and training, Competitive, High and unrealistic expectations, Treated differently than others, Unfair pay, No opportunity to progress

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Fun Place to Work

Call Centre Operator SNSW Parramatta (Former Employee) - Parramatta NSW - 24 November 2021

From Management to my colleagues SNSW was a very nurturing and caring environment to work at.Team Leaders very helpful and supportive. Contact Centre Manager was a caring and supportive person who genuinely cared about her staff .Highly recommended place to work

Pros

Free tea, coffee, filtered water

Cons

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Excellent

Temp (Former Employee) - Kempsey NSW - 11 November 2021

Service Nsw is one of the most rewarding organisations. From the work you do on the floor to going to disaster zones and helping your own community and others get through the tough times.

Pros

Great team and culture

Cons

Temp contracts

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Excellent

Digital Customer Service Rep (Current Employee) - Wetherill Park NSW - 22 July 2021

By far possibly the best decision I've made in my personal career path. I am surrounded by management who I feel inspired by. Definitely taking their leadership qualities with me. I was lucky enough to join a Service Centre that was close to home, meaning that I get to service my own local community. Learnt a lot about the community which had only made me more passionate in helping and assisting those in my LGA. I started off as a 3 month contractor and was given a temporary contract. If you are consistent and work hard, it doesn't go unnoticed. I definitely recommend.

Pros

Good management, good if you know how to work independently and also as a team.

Cons

No cons so far

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Toxic Environment/Culture

Customer Service Representative (Former Employee) - Burwood NSW - 21 May 2021

I worked there for about 4 years. Worst experience ever. You are expected to do over 100 different transactions with little training and errors are not tolerated. Unsupportive environment. Favouritism (friends and family of management magically advance before everyone else). No concept of Fair Work rights, they make rules up as they go. Very nasty culture. No flexibility for working parents. Bullying seems to be the norm there. I wasted 4 good years of my life working for this toxic organisation. The only good thing I took away from the experience is that I am more resilient and learnt how to deal with really nasty, toxic people.

Pros

There are no pros

Cons

No training, unprofessional Management. Clear favouritism, working Saturdays, fast paced environment with no tolerance of errors.

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Fun place to work and learn

Customer Service Representative (Current Employee) - Rockdale NSW - 1 March 2021

So many transactions to learn. Busy work place. Excitment dealing with different customers on a daily basis. Every transaction is different and sometimes challenging. Love my job as I am learning so much and helping customers.

Pros

N/a

Cons

Can’t leave on time most of the days

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Great place to work for the right people

Customer Service Representative (Former Employee) - All Sydney NSW - 7 February 2021

You need to be able to adapt quickly and keep up in busier centres. Doesn’t hurt to have a thick skin as well, there are often too many cooks in the kitchen in terms of management so being flexible helps massively!

Pros

Great pay, leave entitlements, diverse work

Cons

Can be a stagnant job if you aren’t proactive

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productive and fun work place

digital customer service (Former Employee) - Wynyard nsw - 29 May 2020

active workplace with good customer service .it was a busy days full off energy and organized company to help customer, and provide them with best solution to their enquires .

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Terrible to work for

Call Centre Operator (Former Employee) - Newcastle NSW - 23 May 2020

Although I loved my workmates. The management were terrible. No job security, they don't care about employees at all. The job is stressful but workmates make your time better

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Productive and cutting edge project management using Agile systems

Senior Project Coordinator and Process Improvement - Service Delivery (Former Employee) - Sydney Central Business District NSW - 8 May 2020

Terrific place to work, with offices all over the state of NSW it offers a great career choice for young people looking for a long term career. I accepted an offer of Voluntary Redundancy and I am now ready to get back into the workforce.

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Great place to work

Digital Service Representative (Former Employee) - Griffith NSW - 13 March 2020

Great people to work with, awesome pay and awesome opportunity to move up. Uniforms are nice and formal. Lots of free food and friendly people over all great place to work