Policy based processes with a LOT of Policy - Recensione dipendente - Customer Service Representative presso Serco Group

3,0
7 ago 2025
Consiglia
Gradimento del CEO
Pronostico commerciale

Vantaggi

Staff are mostly friendly. Unionized employees mean regular incremental increases to pay rates and vacation entitlement. Union Stewards are easily accessible through in person, phone or email to answer questions.

Svantaggi

2 weeks general training does not prepare you enough for the 2 weeks hands-on "training". It is sink or swim once you are at your assigned location. Your trainer on site determines how well you do. There is not a very clear practical training process. You must take the initiative to learn the policy in detail on your own to be successful here. Also, staff are Unionized so Seniority is a major factor for things like applying for full-time roles & requesting time off. Part time staff do not get paid vacation time, instead they get an additional vacation percentage paid on each paycheck. Benefits are available but only after you have worked there a year and only if your work week average is 25 hours. Policy changes are frequent due to the nature of the work. You must learn these changes in your own time as there is not specific time allotted for this in your regular schedule. Extremely busy in the summer season but very slow the rest of the year. Very high chance of lay-offs if your seniority is low. Difficulty in getting a second job if your Manager does not want to work with you for scheduling.

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5,0
9 apr 2026
Consiglia
Gradimento del CEO
Pronostico commerciale

Vantaggi

Job is mainly based on how well you can work systems with computer software.

Svantaggi

Things are constantly changing on the fly.

1,0
7 apr 2026
Consiglia
Gradimento del CEO
Pronostico commerciale

Vantaggi

You get to directly impact clients' success. "Decent" pay for the location.

Svantaggi

Leadership will shift blame onto teams instead of taking accountability for their own shortcomings, and Program Managers won't take the time to seek clarification, leading to misinformed decisions and unfair outcomes. They are more focused on internal politics and protecting their seat than recognizing or rewarding actual contributions. You can work hard for years with consistently strong performance and still be passed over for promotion in favor of someone who has built the right relationships with management, even if the have not proven themselves yet. Support is subpar. Employees often spend more time troubleshooting issues themselves than receiving timely or effective assistance.

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