Serco UK
Enterprise House
11 Bartley Wood Business Park
Bartley Way, Hook
Hampshire, RG27 9XB
Serco Belgium
Avenue de Cortenbergh 60
1000 Brussels
Belgium
Do not want to say. worked with everyone | Wentzville, MO | Feb 26, 2016
Horrible place to work with policies changes and managers that do not know what they are doing.
I was at a level where I engaged with all levels of management and you could not find a worse organization with poorer management. Most managers do not know what their workers are doing and therefore can not help with the never ending questions on how to perform your job. Also managers do not try to learn the job. When I first started all we did was check in the morning if the system worked and then played games for the first six months. They finally started getting work but you could be busy one month and then the next have nothing to do and hard to stay awake. The General Clerk II do the same job or more than General Clerk III but get paid $2.50 less. And they quit promoting people and only hire for General Clerk II. They also hired about 800 people for second shift and many of those people are not qualified. If a position opens they take substandard people from second shift who moved from first shift to second shift to get a promotion. Then these people get doctors notes stating that they have problems working those hours but knew they didn't want to work those hours when they took that position. The reason I did not take a managers position on second shift is because I was honest with myself and knew I could not work those hours. If I would have known that all I needed to go back to first shift was a doctors note I would have taken the position. The majority of deputy directors that work there are incompetent and have no idea about how to perform the work that is done the
Terrible management and starting salary with no promotion opportunity.
I accepted a job with Serco's Alumni Career Alumni Program at Fort Carson, Colorado Springs as a counselor, in 2011, wanting to make a difference in the lives of the Army's transitioning soldiers. And although I knew beforehand that the starting salary as a master degreed counselor was abysmal, I put the work with the soldiers ahead of the financial consideration. What surprised me the most was that despite Serco having the contract with the Army for over 20 years, the work environment and the managers ineptness was worse than the pay. The facility served over 100 soldiers a day in an area that was woefully inadequate and lacked privacy for the business of "counseling." There were not enough computers for the number of soldiers served as well as being outdated and frequently off-line. This resulted in the counselors being overworked in addition to being underpaid and undervalued by the manager (CIM). The manager treated the counselors as hired help with GEDs rather than professional and highly skilled college educated individuals. The majority of the counselors dealt with the managers incompetence as a leader, by focusing their efforts on helping the soldiers rather than dealing with her pettiness and immaturity. Prior to my arrival, several counselors had resigned primarily because of the work conditions and the managers lack of knowledge and poor leadership. During my brief tenure, I and two other counselors left within months of each other. Either Serco's management is ign
Prosability to make a difference in a soldiers life.
Consridiculous starting salary. lack of equipment and supplies, terrible management, poor insurance and health benefit plans, non-existence promotion opportunities, and little concern for professional development or consideration of employees ideas and suggestions.
There are a lot of people in key supervisory/management positions whom do not know what they're doing. It seems that certain job titles are given based solely on how well-liked you are and not how qualified you are. Management is a mess; enforcing rules and regulations on the employees who needs them is a joke because the problematic ones pretty much do what they want. The true hard workers are treated unfairly and always have to pick up the slack of the ones who basically get away with dodging work and talking all day - yet getting paid the same rate as the ones who actually work. Moral is completely down and there are no raises. Whatever pay rate they bring you in at, that is what you'll be stuck making for several years to come, regardless of the countless quarterly performance reviews they give you which are pointless with no incentives to boot. Several well-qualified great employees has left after a short time because the management structure is so bad and the pay is not worth it. This is a government contractor company so job security is an issue as well. There are people who has been at this particular work site for 15-20 years with nothing to show for it in terms of a retirement package/pensions/benefits because of the different contractors that come in every few years or so - hence the mouse on a wheel. In retrospect, this is a job that's good if you want to make an OK living temporarily, but if you're looking for a long-term career, this is not a good fit.
The m
ProsOff every holiday
ConsPay, Management, Job Security & Healthcare benefits way overpriced
This job is mandated by CMS. My job was General Verification Clerk II. Process consumer info for approval of health care coverage for The Affordable Health Care Act. Typical day consisted of logging in to your computer, setup, then data entry of personal consumer information. Depending on who or what kind of supervisor you had plus work scheduled determined the mood for the work day. In the year I was employed at SERCO I had 6 separate supervisors,3 were very fair and easy to work for, 1 was middle of the road and 2 should never of been given the task of overseeing 15-20 people. Scare tactics never accomplish positive results. Another downfall was you were only expected to take a bathroom break on your two 15 minute breaks and your 30 minute lunch break. If you were up away from your station for bathroom break other than set times then that time you were away was counted against you for production.
Site wide /upper management did their jobs but were out of touch what really took place and what needed to be done.
Workplace culture was diversified in more ways than, some of it could actually be considered culture shock.
The hardest part of the job was doing what was expected to the letter and then being told it wasn't good enough.The proverbial bar was set high, you'd meet the goals that had been set then the bar would be raised to unattainable goals. After a point, quality just goes out the window, quality doesn't matter as long as you got the production numb
ProsBenefits
ConsSee job description.
2.0
Patient Accounts Representative | Fort Hood, TX | Feb 10, 2017
SFL-TAP, Cut throat Contractor/Sub-Contractor
The job satisfaction I receive on a daily basis comes solely from assisting our service members. The hardest part of the job is trusting the leadership at all levels. With the SFL-TAP contract being serviced by two companies, one blames the other for all of the shortcomings.
Personnel and salary cuts and increased requirements have crippled the program. A five manned Financial Counselor team was reduced to one man who was expected to perform the duties of the original team. Management at all levels have been made aware of the possible degradation of the integrity of the program. Their response was to increase the workload. "Take it or leave it" pretty much.
In this job, we are required to travel, work weekends and holidays, but it takes an act of congress for the travel request/voucher approval process.
It is frustrating trying to understand the logic of the stringent educational requirements, (Masters Level) versus the Salary. ($32,000 Ann Salary is laughable)
The personnel turnover rate is un-heard of. It is mainly do to the lack of trust in the leadership and the perception of further cuts in the budgets. In a matter of 20 months that I have been employed, I count 16 employees who have resigned or simply walked off the job. Employees are afraid they may be told their jobs are secure but receive a notice of termination a week later as it has happened in the past.
As a former military service member of over 20 years I know that being a productive member o
ProsProviding the much needed financial services to U.S. Servicemembers.
ConsNo room for advancement, laughable salary, Personnel attrition, Leadership does not care about employee, Take it or leave it culture, low morale, .
5.0
Veteran Representative | Dumfries, VA | Nov 14, 2012
Veteran friendly and passionate people working for veterans
Assisting Veterans and transition Service Members and families with initial assessment. Fielding incoming calls and email correspondence. Scheduling and rescheduling coaching appointments. Conducting outreach to Military Service Members and Veterans to explain the program offerings. Providing information about Veteran benefits and entitlements. Performing investigations to determine Veteran’s eligibility. Educating Military Service Members and Veterans on the coaching opportunities available to them. Conducting surveys and follow up on cases as needed and directed. Inputting appointment information and tracking calls for each client. Knowledge and use of Case Management System (CMS). Knowledge and use of Easy Vista and Virtual Collaborative Tools. Completing case notes with accuracy on CMS on daily bases. Assisting as directed in the weekly program evaluation data gathering and reporting. Familiar with job search tools such as USA Jobs and Federal Employment process. Knowledge and Understanding of Military culture and Veteran preference rules. Understand deployment and lifecycle for National Guards and Reservists. Working knowledge of USERRA. Conduct individual counseling on job search process; including but not limited to networking, interviewing, writing effective resumes and cover letters, negotiating salary and benefit packages. Assisting Veterans and transition Service Members with their skills and interest assessments. Translating military experience and skills into qua
While the company regards itself as an EOE, having been working there now going on six years, my experience has been less than satisfactory. I have not looked for other employment simply because when I started at this company full-time second shift, it was originally under SI International management which had much better working conditions and benefits for its employees, although, upper management could be a little distressing for employees. Managers and supervisors were and still play the favoritism card and have made employees very irate with some of their policies and procedures changes or improvements as far as SERCIO is concerned, are quite unreasonable. When SI International stepped down from managing the whole process we are expected to do, SERCO-NA took over, keeping the majority of supervisors and task managers...bad idea in my opinion. So the same feeling of doom stayed with employees, In my five years here, I have seen much injustice and many of our benefits stripped from the employees and ever increasing charges for our health and welfare benefits. No real COL raises and if we did get them they went straight to our benefits package. Not to mention the problem with work stations, chairs to sit in and just the general demeanor of the place.
I have a very strong work ethic and have been in the work force for over 25 years and this is the first employer that has caused me to become ill, physically and mentally. I am in much better health now because I have t
Prosfml
Cons30 min lunch, ridiculous policies and procedures, kindergarten incentives ie stars and stickers for job well done, really? our position title changed to Clerk I
It was a great Honor and Privilege to work for SERCO !!
Affordable Care Act -Application and Documentation Processing -Inbound-Outbound callnig. 1st year working on a contract that was very new in the U.S. Learning process. Works very well now. It is not easy to learn but you will learn and be trained in areas that will carry over to so many other careers if you so desire. GCIII status after 2 1/2 years. High level complex issue processing- took escalated inbound calls from both CMS help desk and the consumer directly. Very rewarding. Recently under new management with a very well trusted and organized Deputy Site Manager. Best move Serco has made. Very good pay and benefits for the area. My spouse was transferred to Texas or I would still be there. Miss the people and the working environment. My Supervisors, my co-workers, shift managers, will miss them all deeply. Felt like family to me. Great opportunities there. Pays very well for the South and also gives $4 plus an hour to help pay for health insurance or 401k on top or regular and OT pay. After 5 years I had accumulated over 60k in my 401k. Highly recommend. If you have even basic computer skills, they will train you to do the rest. 3 shifts with overtime offered when the work calls for it. 2019 I opted to work OT for 5 months up to 30 hours OT a week . Not mandatory, but took full advantage. I would have cleared approx 44k this year on just the reg and OT. Health and Welfare dollars ( $4.23 an hour) was just an added benefit SERCO paid out. Thank you all. I will miss you
ProsVery rewarding, great people, very good pay, career opportunities, management that cares and listens
ConsMaybe a few cons when they first started 5 years ago, but right now, and the past 20 months, I really do not see any.
A typical day at work we sit at our cubicles reading quick reference guides or surfing the companies one and only available web page; our daily goal is to stay awake and stay seated. This is because there is hardly any work to be done due to the fact, (I'm assuming), that they have over-hired. The work trickles in every once in awhile. When new tasks are developed by the company, they train a hand full of teams. The training is very un-organized. For example: 6 teams were trained for a special task that was recently developed. We would get trained in groups. By the time we all got trained for the special tasks, all the work was completed before the last 4 teams could even attempt to work the new task. I do, however, understand that this is a new company and they are still trying to get there standard operating procedures in order.
Management could be better. Most days if we ask a question, we are told to look for it in one of the many quick reference guides; we rarely are ever given an answer to our questions.
Co-workers varied from young to old, little to big, black to white. It was a very cultured place to work and I had no problems with the co-workers.
The hardest part of the job is dealing with changing guidelines for tasks and application processing. The easiest part was getting paid to sit and do nothing some of the time.
Overall, in a few years this company might be decent to work for...but the drawback to working for this particular government
What a disappointment!! I thought I had been pretty reassured when asked to identify what I thought my Team Member position was about. The Program Manager said I could "write an ad for the program" meaning that I was right on the money with my characterization. As a Vietnam Vet I was excited to know that I was to be helping US Navy Reserve Veterans so imagine my shock when I got to the office at Great Lakes. First of all such employees are forbidden under fear of disciplinary action for going above the Program Manager about ANYTHING! Secondly for the entire time I was there I never met ANYONE who could accurately and concisely explain what our program was suppose to be doing. Not one person.
The program had 55 people in it and experienced approximately a 90% turnover of personnel for the time I was there. The program which had supposedly been around for 5 years was constantly being reshuffled and refocused on a month-by-month basis. Calls to the head office in Reston, Va to speak with HR or Accounting were constantly being answered by new people who didn't know what they were doing. Corporate announcements were constantly reporting the comings and goings of leadership and what was mandated one week could easily be anathema the next. When Navy Reserve commanding officers were candid, they stated quite clearly that a single visit every once in a while made little sense and did little good. The simple fact is that the program I was part of was mere "window-dressing"....and not
ProsWorking with the US Military
ConsPoor Organization, Poor Leadership, No measureable outcomes
Designing the induction programme and conducting the same for the new recruits at all levels.
Pre-hire Orientation to the new hires with the purpose of introducing them with the organization and to control early Attrition.
Interface with training team and learning academy for timely developmental interventions. Planned, Coordinated and Directed the Employee Relation and Referral Program among the sites in Gurgaon.
Develop relationship with all departments of the unit in order to ensure smooth functioning of the group.
Responsible for HR formalities like increment letter, relieving letter.
Responsible for all the redeployment cases and, transfer payroll cases.
Managing employee relations & HR related queries & issues.
Implementation of people practices like EWS, 1 on 1, exit interviews, retention discussions, etc.
Analysis of attrition reports and creative measures of retention.
Ensure that the unit performance appraisals, increments and performance bonuses are computed on time.
Rewards & Recognition program.
Handling Internal and transfer movements (Vertical/Horizontal) through IJP.
Administration of full & final settlements Ensure that resigned employees get their F&F on time as put in the policy. Ensure that the F&F sheet for each employee is sent out to the commercial dept for amount disbursement.
Coordinating for the completion of all the joining formalities, opening of bank accounts, creating employee id’s, issuing appointment and
ProsInternal growth
Cons-
1.0
Customer Service Representative | Telling | Nov 14, 2018
Workplace culture absolutely disgusting
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.
Productive and fun work Environment, Provide great learning atmosphere, latest systems and excellent system support
SERCO is ranked 9th among the same line of companies but should be ranked 2nd as far as employee satisfaction and knowledge at job is concerned.
Productive and fun work Environment, Provide great learning atmosphere, latest systems and excellent system support
A day at SERCO starts happily greeting to all the co workers and client and ends with learning something new everyday. SERCO serves to be a second home for its employees.
I have learned in depth about Order to Cash, Client Management, Management Reporting, Team Handling and got introduced with SAP FICO.
Management is sensitive, helpful, knowledgeable, well experienced and competent. Management is very supportive. In very rare chances we need to reach out to the Managers, as the team leads and SMEs are so much capable that most of our issues will be handled and resolved by them only. They have always encouraged everyone to learn and help out of the way to those who wants to learn something. They are like Mentors and helped in understanding business aspects and are also helpful in our personal growth. They address every issue very sensitively and work hard to get them resolved in every possible manner.
Co-Workers are good everywhere and so as here.
Hard Time- Once a junior made a mistake while posting an amount and we got a big escalation from the client but my seniors have shown so much confidence in me that I have not only resolved the issue but got an appreciation from the CEO of SERCO as well. For th
ProsBoth side cabs, Good and well experienced Management
ConsInfrastructure can be improved
2.0
Customer Service Representative | Ontario | Dec 17, 2020
Not Recommended
If you value customer service and treating individuals with respect as a CSA should, this is not a company that appreciates those values aside from posters on the breakroom walls.
As a new employee you are thrown to the wolves and if you expect support from coworkers or staff, you'll be greatly disappointed. They do not acknowledge any good you do, or the level of expectation and stress they put you through, especially during Covid; quite frankly, not even to the individuals walking through the doors for services.
The amount of unacceptable behaviours I witnessed from staff while training and starting on the counter was astounding! The lack of valid support from management, or working with new staff to learn the job was dismal.
The amount they invest in new employees only to send them out the door because it is near impossible to complete your probationary period of 500+ hours when working 3-4 hour shifts (giving zero job security), let alone reducing any anxieties that you're exceeding the daily error allowance by actually educating that employee as to what the errors are and how to correct them, just goes to show how expensive their revolving door is.
I, myself, did not work as a drive examiner but am saddened to have witnessed the sheer horror and abuse they are subjected to, not only by the company's ridiculous policies to "prevent covid" (laughable), but from customers themselves due to trying to enforce company policy. Policy is not developed by feedback fro
ProsTransaction variety, problem solving, possibly making someone's stressful licensing issue better
ConsToxic environment, insecure hours, lack of job security, poor health & safety
The local experienced were mostly from High Wycombe and were excellent. A local community that knew their town and the job they had been doing for many years through different contracts. My supervisor was outstanding and was generally gutted when he was told to fire me. The Serco management that came in appeared to be hopeless. I had little direct contact myself, but the bad feeling created and the turnover of contract managers, experienced drivers, office staff, the hopeless planning evidenced by the new bin rollout which only achieved 90% of bin deliveries. I was told that the plan for refuse collection was the same as Milton Keynes, which is a flat, in a grid, with plenty of space to manouvre the vehicle, is modern so has no hidden away roads and less remote places. High Wycombe is in a valley, with steep hills, meandering streets, some very narrow, hard to find locations and rural locations with large difficult to find properties. I was not directly involved but witnessed many disgruntled experienced staff, those who were sacked as they earned more from a previous contract, and were replaced by people who had little evidence of driving ability. 12 contract managers in 2 years, I believe, who were sacked for failing to complete an impossible contract. It was rumoured that there were deliberate attempts to disrupt drivers with higher pay to get them to leave to be replaced with lower paid inexperienced people from outside the area. I was told people were asked to work in t
1.0
Customer Service Representative | Mill Park VIC | Aug 4, 2020
Toxic environment
I wouldn’t recommend anyone to work at Serco Mill park even if it was my worst enemy! I’ll start off by saying when you first interview for the job you will feel like it’s a nice place to work at because the managers are nothing but fake to you but as soon as you start working there you’ll regret it. Serco has actually made me feel depressed at stages, they do not help at all with shifts you can’t attend because of something more important or if you only want to work a couple days a week or anything - everything to them is complicated. Secondly the managers and team leaders there are horrible like I cannot describe it enough, once they are promoted everything gets to their head. Everyone who is a customer service officer that isn’t higher up basically gets treated like they are nothing. Don’t get me started with the big bosses/ ops managers - BIGGEST BULLIES. Who would’ve thought someone of a mature age would go out of their way to bully you, walk around you, watch you at work, follow everything you do to intimidate you and go out of their way to get you in trouble. I for one can say I can stick up for myself I mean at least I think I can but! If you can’t! You will hate your life, they treat you like you’re dumb and like you’re a nobody , they bully their workers, everyone at serco talks behind eachothers backs - it’s as if you’re in school. The pay isn’t the best, during covid time we weren’t aloud to wear masks and got told off infront of the workplace if we would wear a m
ProsNONE
ConsThe pay, management are bullies, you get treated like you’re lower than any management that’s above you, everyone talks bad about eachother, it’s like you’re in highschool, complaints don’t go no where because all the supervisors have eachothers backs, it’s like high school all over again
2.0
Customer Service Representative | Melbourne VIC | May 28, 2021
Be Mentally Prepared.
1. If you’re not apart of management/have a good relationship within management then don’t expect to be spoken to/recognised - side note, you don’t get introduced to any of the management staff - so you’re left without knowing who is who.
2. They expect you to exceed in EVERYTHING without allowing mistakes, they say they’ll do everything to support you and assist you so that you can improve in your work but when you approach management/TL’s they either brush you off or make you feel like a failure. They question nearly everything you do.
3. The policies/KPI’s are ridiculous, CSO’s sometimes get notified of new changes through CUSTOMERS (how embarrassing) - when this comes about by the time you complete training for it another change has been made (sometimes you don’t even get trained)
4. They expect you to adhere to everything management says even when it’s ridiculous but I guess it’s just a “do what you’re told/no buts” kinda thing.
5. You can’t disclose what work you do to anyone really, no posts, no tagging on social media.
6. All internal emails are supposed to be read whilst working, this makes it very difficult as you’re also expected to be handling calls within a specific time whilst providing excellent customer service to very frustrated callers majority of the time
7. Prepare to be called out for pointing something out that doesn’t make sense or providing constructive criticism about a change/policy - from Management - when you’re finding it difficult and stressful w
ProsNone
ConsToo many
Questions And Answers about Serco
What tips or advice would you give to someone interviewing at Serco Group?
Asked Apr 17, 2018
Your best bet if hired, is to find something else asap! The company does not care about you at all.
Answered Sep 19, 2020
Interview is telling you every thing in the most deceiving way to make you think all is good ,in reality it all bad. I.e. they tell you about paid holidays but leave out that it is mandatory to work all but one.
Answered Mar 7, 2020
What would you suggest Serco Group management do to prevent others from leaving?
Asked Mar 23, 2017
Hire people that "actually" have experience working with a staff of employees. Stop using the cheap route and promote people who know how to be fair, diplomatic, and non-bias. Your Inglewood, Ca. "situation" is the worst! The longer that branch of parking enforcement is operated in the way that it is, you will continue to have the DAILY high turnover. The person running that circus, will not stop until every employee who DOES NOT have a surname that sounds like theirs, has been suspiciously let go! Does Serco really want this smoke???
Answered Sep 19, 2020
Management could drop the arrogant,egotistical cop mentality and be willing to accept that they not God like superior beings . More like idiotic A~ holes.
Answered Mar 7, 2020
If you were in charge, what would you do to make Serco Group a better place to work?
Asked Jan 19, 2018
I wouldn't change a thing if I were in charge
Answered Oct 18, 2020
Make the pay commensurate with the position. No way parking enforcement officers should be making 11.00 an hour in California! This is a billion dollar always bragging company, but your workers can't afford to pay rent and insurance out of at least 1 check???! The cost of living is rising yearly, but your pay stays the same, even though your contract with the city of inglewood is over a million freaking dollars!!
Answered Sep 19, 2020
How are the working hours at Serco Group?
Asked Jun 27, 2016
Most positions require 24/7/365 commitment. Day shifts go to seniority by bid during certain times in the contract.
Answered May 10, 2019
The general work hours are staggered shifts:
6a-2:30p
6:15a-2:45p
6:30a-3:00p
3p-11:30p
3:15p-11:45p
3:30p-12a
With shifts also ranging in days:
Mon-Fri
Tues-Sat
Sun-Thurs
There is also a new hybrid shift that I'm not able to recall exactly.
It all depends on your position and supervisor.
Answered Apr 20, 2017
What is the work environment and culture like at Serco Group?
Asked Jun 30, 2016
Very organized and professional
Answered Oct 26, 2017
With the implementation of a program known as "Nesting", new employees are given plenty of time to get to know the ins and outs of the company and it's processes.
Lead by subject matter experts, the GCIII Leads, nesters are guided through tasks step by step with any questions answered that may arise.
In the past, negativity plagued the site and some of that still lingers with employees that have worked there since the beginning of the contract.
With nesting, the goal is to change that negative perception and promote positivity within as well as giving a new employee time to learn at their pace to bring out there best in them.
Since nesting began, morale has been up as well as productivity.
The best practice to follow will be avoiding that unneeded negativity and focusing on your own goals and ambitions.
