Serco Group
3.5 out of 5 stars.
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Serco Group

Serco Group Employee Review
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Stressful work environment that is badly managed

At DriveTest you spend your shift aiding the public by processing transactions related to driver licensing. This is a privately run company that only cares about their bottom line. And it's not just customer service that they skimp on in order to make money...the physical work environment is dreadful...constantly broken equipment, broken HVAC, bad pest control, even trying to find a decent chair for your desk or a working stapler can be a challenge. Work schedule is only received 36 hours in advance, and shift hours are designed to ensure you aren't paid for breaks. They schedule minimal hours and you are basically on call every day. You are always being asked to come in early, come in on a day off or to stay late. Absolutely everything you do is monitored and timed. If you take too long processing transactions you are told to speed up, if you make an error because you're trying to work quickly you get told your error rate is too high, if you spend too much time between transactions (trying to hunt down a working pen or a paper clip) you are accused of slacking off. I'm not joking....everything you do is timed without exception. All of this just compounds the stress you are under in an already highly challenging position. Your customer service skills will be pushed to their limits and you will never receive positive feedback from managers who are overworked themselves and only concerned with the numbers. Most enjoyable part of the job: meeting lots of people from different cultures and helping them get their driver's license Least enjoyable part of the job: lack - 

Pros

Decent pay for a part time job

Cons

Incredibly stressful and micro-managed

Ratings by category

1.0Work/Life Balance
3.0Salary/Benefits
1.0Job security/advancement
2.0Management
2.0Culture
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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 from frontline workers, it is often a flaccid response to entitled and disgruntled customer complaints. - 

Pros

Transaction variety, problem solving, possibly making someone's stressful licensing issue better

Cons

Toxic environment, insecure hours, lack of job security, poor health & safety
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Difficult Company to work for

Lots of stuff to learn and remember. They audit every step you make. No room for errors. With so many people from other countries, it’s difficult to know if the documents are acceptable. Def. high stress for the money. I would NOT recommend this company for a long term position. Run by a bunch of dopes who think they above all. Keep looking elsewhere peeps.

Pros

Close to home

Cons

Too much to learn for a stupid part time position
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Good First-Line Management BUT Deplorable Working Conditions and Benefits

The front-line supervisors do their best to keep morale high but the company culture of only hiring part-time, with no sick or vacation pay is very discouraging. The equipment is outdated and in poor repair.
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Overall rating

3.5

Based on 3,958 reviews
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