registered nurse

nurse

registered mental health nurse

mental health technician

psychologist

Serco

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 mask, sometimes you don’t get pulled aside for a talk or if a manager wants to tell you off they will do it infront of like 50 people and walk off because they think they are so superior. I’ve seen so many people, young or old cry at serco because of the way they’re treated. Our desks are disgustingly dirty, 100% they knew when people were positive to corona earlier than when we were notified they just were trying to hide it. There’s so much more I can say but I’ll stop here please even if you’re dying for a job don’t work here it’s not worth your mental health. Even if you have a voice it’s NEVER listened to.

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 with certain work types - they make it like nothing is stopping you from getting it done with a smile and no complaints.

8. One staff member who happened to be part of management was horrible and went onto a higher position, a complaint was lodged with their boss for their behaviour towards a CSO but nothing happened & when another CSO tried to lodged another complaint bc of a separate issue they were advised not to because it’s already with their boss & they shouldn’t make the situation worse than it already is.

I have a so much more to say but I’ll stop here but basically if you have issues with mental health, please do not work here - it’ll only make it worse.

Management is full of young people who are not afraid to hold your mistakes against you.



I barely made it out of training alive. It was the worst, most boring and useless training I have ever sat through anywhere but it paid well and I was broke. People were actually falling asleep and when we started work I couldnt even log on to my computer. After 8 weekends of 10 hour days, they hadn't bothered to cover that.  I worked night shifts and weekends and the flexibility to choose my own hours was a huge drawcard for me. If you do a lot of hours the money can be very good but in the end, I burnt out. The people are the best and the worst thing about Serco. The company culture is very inclusive but the management has all the power and does what they like. You are just a statistic on a page, there is no fairness in their policies. ie. They instruct you how to do something, you do it, then you are told its wrong and it's your fault. Get used to it. A lot of their policies are just for show. There are avenues to dispute such instances but the rules say the decision is final and won't be overturned anyway. So it's a waste of time arguing the point. They employ a LOT of very young people in team leader and management roles who clearly don't have any experience and large ego's. The work itself gets more and more complex and I found it difficult to keep up. It changes almost daily, if you don't do regular shifts you will be left behind. You also get stuck at your desk for hours at a time. day shift staff have the luxury of having workstations ergonomically set up for the night staff have to deal with whatever is leftover. I recommend antibacterial wipes, they don't pay the cleaners enough to clean the workstations and they are filthy. Speaking of filthy, the microwaves in the kitchen were never cleaned the entire time I was there and they needed binning, not cleaning. On the upside, there is free Milo but don't alays count on there being milk, they often run out. PS. As per your contract you are not allowed to disclose exactly what it is you do for Serco. Try putting that on your cv.

I cannot comment on other sections of Serco however, the Traffic Camera Services arm of the company treats its Mobile Road Safety Camera Operators (MRSCO) with absolute and utter CONTEMPT. They do not pay annual leave loading or weekend penalties. They say these allowances are factored into the MRSCO's pay scale of $25 - $33 p/h which is measly given the amount of responsibility that goes with the job and the constant abuse the MRSCO must endure from the public daily. The 2017 EBA offered the MRSCO a pittance in terms of a 2.5% pay rise which for those on the lower end of the pay scale equates to little more than 60 - 65 cents per hour before tax . The MRSCO works a 24/7 roster but are not deemed shift workers so the company avoids having to award the MRSCO the extra week of annual leave. Staff in the communications centre on the other hand who also work a 24/7 roster ARE deemed shift workers and do receive the extra week of annual leave. Management has been unable to explain or justify the reason for this unfair inequity. The 2017 EBA has also offered staff in the communications centre a whopping 7.5% pay rise. Any error made by an MRSCO in virtually any capacity and regardless of how minor is immediately entered into and recorded on the MRSCO's Monthly Performance Report. Any similar error made by staff who are not an MRSCO however, is not recorded. Hypocritically, on occasion when the MRSCO receives an error notification from admin staff, that staff member notifying the MRSCO of the error has themselves made an error in one area or another. This hypocrisy however, is accepted and overlooked by management. The MRSCOs are recipients contant and unceasing abuse, threats, harassment, intimidation and violence from the public yet management believes they pay the MRSCO well. The company has great difficulty retaining MRSCOs who resign almost as fast as the company can employ new operators but management are in denial regarding this. I could go on and on with the disgraceful manner in which Serco TCS treats its MRSCOs but I think I've made my point.

In terms of the employer Serco, they have set up many benefits for their employees and really strive to meet the 4 values they have. They plan in advance to create a social environment with occasional theme days where they provide food and prizes for work incentive which helps improve the mood in the office. 
This job is something you have to make of, we’re you mould yourself into fitting into, or you just won’t make it.
It’s definitely a tough job, extremely and unfairly underpaid, where customer contact centre staff and the coaches that train these new staff are paid the same rate. There are definitely no financial incentives to work here. They will not budge on the call centre award rate and for the high intensity stressful work you are required to perform at the highest level of quality, you are basically not acknowledged at all- the only reward is the knowledge you have made a difference in the callers life. So if you want a character building job, this is the place for you. 
The call centre job does have a high turnover rate, which they are working on improving by increasing time in training, though some people simply cannot handle the stressful and sometimes traumatic situations that are relayed to them as they can be extremely triggering.
The best part of working for Serco is helping your callers, showing genuine empathy and hearing people out, and the genuine friendships you will make in this place, there is a lot of great people there who work tirelessly for their customers and Serco absolutely undervalues them financially. 
This to me speaks volumes about how corporate undervalue their employees.
Working Government contracts comes with the knowledge that it is a cash cow of which you are being used to deliver the profits at the expense of your own work life balance, mental health and quality of life. So you choose how long you can handle doing life like this for, then move on when you’re done. At the end of the day, it’s a meaningful and thankless job.

I'm voicing my concerns for all those who working for Serco during the Covid-19 outbreak. Okay so essentially we aren't allowed to by choice wear protective gear like a mask for work because its a security issue which makes no logical sense, I asked to provide legal legislation from Serco that states why you cannot wear a mask during a infectious outbreak, management had nothing to back there decisions up, its not a hygienic workplace at all.Hot desking environment does not provide sanitiser wet wipes to agents or appropriate paper towels in bathrooms door handles not cleaned frequently either. Well currently Victoria  is in lockdown why is Serco still operating without taking proper procedures because it's not in there interest to protect the agents health and safety. I'll give a brief example so we are in a tight open environment where we've been advised to keep 1.5 meters away from each other but the desk's are connected and everyone is squished together like sardines. How to avoid an infection if you can't protect yourself. Which is absolutely a crime to be committing all employer's and employee's should have a fair right to protect themselves in any way possible in relation to a potential carona virus that is going to wipe out a vast majority of our under populated country in Australia if not careful. Serco Mil park does not have the best interest for it's worker's whom are also elderly and may have immunity issues, treated like in high school held against our free rights. I wouldn't recommend this to anyone basically it's a form of slavery and no concerns are brought forward in a professional manner.  Poor call centre environment Agents are coughing and sneezing without covering there mouth bacteria and germ's are going to spread, Management is not protecting other agents they are uneducated to enforce such policies.

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.

Serco Essendon is very claustrophobic. Paying $20-23 to work in a very a stressful environment. You are only allowed 2 of 10 mins break - like seriously ? You have to sit at your desk unless you are on your break and you can't turn around or talk to the people around you as someone may see your screen etc. 30 minutes of lunch break. You need to logout not at 5pm, you logout at 05.06pm.
You can't eat your desk
You can't bring any nibbles
You can't keep a notepad and a pen
You can't talk to the person sitting next to you unless you lock your screen
You can't keep your phones - so if it's an emergency, your kids or family will need a call a  Sick hotline to get hold of you.
You can't keep phones in your pockets either.
You have to switch your phone off - it shouldn't be silent 
ZERO flexibility- as the most of the companies brag about flexibility, this company doesn't even know what that is. You can't change your shift, there are no flexible hours,  obviously, you can't work from home.

In 10 mins of break you can hardly get a coffee, in 30 mins lunch break you would be so tired and drained. 

I felt that I was cut-of from the outside world between 9-5pm, can't check my emails, can't call my family embers because there is no time. 

Unless, you like to drain your energy for this low pay, a very poor working environment, I would never recommend this workplace. They seriously need a lot of improvements in terms of their work culture, pays, flexibility, better breaks system etc.

Such a toxic work environment with minimum pay. They are focused on their kpis rather than their staff. They care heaps about unplanned leave (and in turn expect u to provide medical certificates) when majority of their staff are casual. This also effects your chances if you apply for other roles. Even with the certificates provided. To book days off you need to book way in advance which is crazy with the amount of people they have rostered on. They cut shifts with very little warning and just put it down to 'business needs' and can't give you a definite answer when things will pick up again.
Their training is way to fast and not effective. They expect their call centre agents to now do processing work with very basic training from a trainer who has no business being a trainer as she does not have the patience and understanding. Training 100 people at once is ridiculous. No extra pay either for this work, when it is a lot more stressful. They have lost a lot of people, but do they care? No! They just keep hiring more people. They try to motivate us with free food days which they think we will be happy with. Sorry but it just doesn't cut it. 
The only positive to working here is your colleagues. They are all great and supportive. Some of the team leaders are okay!
Please think twice before applying to work at Serco.

They pay minimum wage and offer very few relevant benefits.

Training is appalling. They put you through 2 weeks of training. 8 boring hours a day of them teaching you about tax and all that but they don't teach you how to use the systems like at all.

We were all thrown into the deep end after our 2 weeks of training were up. Nobody had any idea what to do. Extremely high turnover rate. My fellow training groupmates kept dropping like flies until it was just a handful of us left.

It is very stressful, If clients don't like our response, we will be the first to be yelled at and abused. I was abused every day on the job by clients and being paid minimum wage certainly was not worth it. 50 minutes total of breaks everyday just was not enough to mentally reset yourself after having a client rip you a new one.

Only pros are that the team leaders are very helpful and very patient. If you are stuck on one of the abusive clients or a tricky call well beyond your knowledge they will take over the call. During our first 2 weeks working calls (consolidation), many team leaders walking by will stop and help, and some of the managers even helped us during their breaks.

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