Serco Group
3.5 out of 5 stars.
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Pay is good if you live in rural areas but not for those in GTA

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Staffing levels are poor causing extra stress and responsibilities on staff. No work life balance. Especially if you are a centre supervisor. Advancement opportunities seem to be hard to achieve even after 17 years of exemplary work ethic and high performance reviews. They don’t want to let you move up from the bottom if you are good at your job as they don’t want to lose you on the front lines.
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HORRIBLE stay away from Serco!

This company is a sinking ship, they are under a contract which is up in 2023 and they will not get the contract from the ministry again. Serco is poorly run by a boys club of lazy managers and higher ups. There’s a huge disconnect between what really goes on in a drive test office and the regional/upper management. What’s expected of each employee is insane, and it’s constant high stress. You’re just expected to deal with it, and if you don’t they just fire and hire. There is no respect for the amount of work one does there, all that counts is numbers numbers numbers. Error rates is all you’ll hear about, the pay does not reflect the amount of work and risk you endure there. You’re constantly audited and monitored it’s a terribly stressful non motivating environment. Stay away!

Pros

None at all

Cons

No support, high stress, no security or safety
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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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Stay away, toxic environment and culture.

Toxic work environment. The problem lays in upper management with a huge disconnect to what actually happens in the work place. Government policy goes out the door to cater to anyone who complains. Staff are unhappy at their job and stressed. The pay is decent but you will have to give up your life as you’re expected to be available Monday to Saturday from open to close however, you’re not guaranteed to get full time hrs and or benefits for all your commitments

Pros

It’s a paycheque

Cons

Toxic environment, no support or chance to grow, unreasonable expectations, unorganized, work/life balance, winter layoff/reduced hours, favouritism, no incentives, dealing with the public
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Makes Fawlty Towers look like a well-oiled machine.

This company is so poorly run it is scandalous. It has been nothing but an aggravating waste of time from the very unfortunate second I heard about them. It is bewildering to me how anyone actually gets licensed in this province with the scheer ineptitude of the people who run this company, and the disorganization from the floor to the ceiling. Its farcical!
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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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Terrible place to work at.

Very dangerous job. Dealing with high rate public all the time. Very poor management and human resources not dealing with harassment complaints. Several randoms letting go of managers.
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Relaxed work environment

Good place to work with. You learn a lot while u work but there are No growth opportunities. Management doesnot care for the benefits of the employees. Its a unionized job so your job is safe.
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New beginnings

If Serco gets the new contract that hopefully there will be a change for the better. There’s a big divide between management and staff. It has slowly deteriorated over many years and it will take years to solve.
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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
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Driver Examiner: Stressful and unappreciated.

The pay is very good but there are hardly any benefits if pt. There are hardly any advancement opportunities if you are a driver examiner. The work itself is easy but it is very stressful. You almost have to work overtime everyday and it is extremely frustrating. Its always management against employees and it is a very harsh work environment.

Pros

Good pay, monthly potluck

Cons

overtime, stressful, management
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Watch your back- the management do not care about they staff

This place is a joke. Any good staff they get they can't keep. people in positions they should not be including the site manager. worst place i have ever worked.
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Absolutely terrible!,

Management.....what management?.. The lack of privacy regarding ones workplace assessment was mind boggling. I felt that I was in a reality television program. Find something else.....anything else!!!

Pros

Most of the clients were very nice

Cons

Management
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all in all challenging everyday

Serco runs the drivetest centers for Ontario. Typical day is processing applications for all kinds of transactions required for getting a Drivers Licence. This job has honed my skills for people management, eye for minute details. The most interesting training we receive Fraudulent training to check documents.

Pros

meet all kinds of people.

Cons

many people not pleasant
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Focused on operational excellence and change management

Customer service is key; management focused on efficiencies and staff engagement. Staff asked for opinions on efficiencies and process improvements to improve operational approach.

Pros

Great work life balance

Cons

DND yet to release 5 Wing Goose Bay's operational role
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Productive and fun to work

Great place to work. Lots to learn. The management can sometimes be bias but if you have the potential you can work your way through. Good luck !!!
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Amazing place to work

Lots of learning, Great Scope of growth. Transparency involved in work. No politics. Dependable open and connected management
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A complete joke!

It was so bad, the person they brought in to run the sinking ship of a company LEFT! Management is a joke, this is strictly a company that only promotes people who you are married too, or related too. Don't ever think that you will advance in this company. The worse HR department in history, unethical and full of "simple" people who have no other experience outside of this one company. So don't think you can bring any concerns to them, because they don't care. ALL the managers there are former MTO workers, who have no clue what it takes to run a successful business, and don't care about there employee's again unless you are a relative, a friend of a friend, or a "favourite" YES they are that simple and childish they don't care about you. If you are smart, don't think this is a a easy driving examiner gig, or customer service role. You would think the money they put into training people, they would care, but once released to the wolves, just keep your head down get paid for the summer and keep it moving! You will be completely disappointed. There is no job security and you will be wasting your time. Don't be fooled, there is nothing there for you.

Pros

Can't think of any

Cons

Legacy workers, who don't have ANY other experience outside of MTO or Serco.
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A poor company to work for

Work environment stressful, no support from management, extensive travel involved, not fair distribution of workload between staff. Hopefully you'll be a favourite, if not watch out. Management from supervisors to top of company not good. It's a shame, the wages are decent, but no job security. You'll get sent home all the time when it's quiet so don't actually think just because your full time or you have seniority that you will work a full week. You will have to work weekends in the summer, mandatory overtime and sent home in the winter. It's constantly an unpleasant environment. the reviews I read on hear none of them are from Serco DES all different parts of the company from all over the world. so take them with a grain of salt, company is not run the same everywhere.

Pros

decent wages

Cons

horrible environment, stressful, lacks job security, bad management
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Terrible company to work for

Employees are a liability to this company. Treated awful. Paycheck was only reward. No room for advancement, management terrible, very very negative environment. No job security, sent home all the time if quiet, and docked pay. Laid off, called back, laid off... Dangerous, stressful job with no support from supervisors. Treated as children, the only thing that matters to this company is making money at any expense. There is a terrible attrition rate which is surprising becausing it does pay decent. But the environment in most of the offices is terrible. I highly recommend choosing another career choice. This is a privatized government contract that does expire this September 2013.

Pros

pay

Cons

stressful working conditions, no management support, negative environment
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Overall rating

3.5

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