Overall Reviews at Serco
Clerk | Rogers, AR | Sep 14, 2019
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...more
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.
Team Leader | Great Lakes Naval Training Center, IL | Dec 27, 2018
Great Experience but not with Serco
As a Team Member then Team Leader hired. by Serco. I had the opportunity to work onsite at Great Lakes Regional Command Center as well as 33 Naval Operational Service Centers. It was my honor and privilege to serve our military and their families through the Psychological Health Outreach Program through the Department of Defense.. As required, I obtained a Secret Security Clearance which allowed me to visit any military base and serve those who serve us in the highest level possible. We educated military personnel on the importance of mental health and provided assistance before, during and after deployment. I was the point of contact for all Commanding Officers and the RCC Captain in terms of our program. Working with the military and learning the culture was amazing. Unfortunately my supervisor who was offsite would have us constantly changing directions and did not follow through on training and support as promised. The hours including weekend travel, were on average 75 but we were told to only put in 40. This is an example of the frustration and lack of ethics I felt Serco demonstrated on this particular initiative. My direct supervisor demeaned employees in front of military and other Serco contractors and had no interest in work life balance as she told us so. She would state she would go one direction and then within hours go another. Overall I felt I was over-worked in a manner that did not benefit the military nor myself nor was I able to implement my expe...more
ProsServing the military
ConsHours, condescending supervisor and lack of support from Serco.
Clerk | Rogers, AR | Jun 3, 2018
Good Pay, Lots of stress, never know if your job is safe.
They are constantly changing everything. You never fully learn your job, things change day by day and you are QA'd on it and threatened constantly. They will say things are great one week and the next lay off 100 employees. At the moment they are trying to get rid of all the people in my position and bring in lower pay positions. A couple weeks ago they gave us a date of June 30th and said they were putting Everyone down to 32 hours to save money it is a slow season. Which is ok but then they also wanted to demote all the people in my position for no cause, just to save money. I think they found out, that couldnt be done, and now we are waiting to see who gets to keep there jobs . There is only going to be a few people that get to keep the position i am currently in and we are waiting to see who gets fired at the moment. I used to love this job. It used to be about taking care of the consumer, now it is numbers. faster more number, and money making things. If you decide to work there, My advice... Do not listen to what they tell you. Read between the lines and pay attention to what they are not telling you. Wrote this fast, so sorry. They are currently doing a facility wide overhaul, firing higher ups, managers, and site managers.
ConsStress, no job stability.
Data Entry Clerk | Rogers, AR | Apr 12, 2019
Great... If you like Data Entry.
People are friendly, but you must come to work and copy and paste for 10 hours a day which can be extremely tiring. Sometimes it is ok to talk to your neighbors and sometimes management get upset. The compensation is extremely good for this area: $13.89/hr plus you get approximately $4/hr added to your 401k every quarter for every hour worked during that quarter; this adds up to about $7000/yr. It seems though that there is a busy and a slow season and management has to decide who to cut before the slow season. Take all of the training and learn everything you can and hope you don't get cut when the time comes, but even if you do, they'll probably hire you back after the slow season to come back onboard during the busy season again. There is a lot of turnover at this company. Don't think for a second that your job is safe unless you take all of the required training, make your metrics, and be charismatic to the supervisors; after that, hope your lucky enough that there are enough application coming in to allow you to have work to complete.
ProsGreat Pay, Easy Work
Clerk | London, KY | Mar 26, 2020
Good Pay - Routine and Boring
This company is very politically correct because they are a government contractor. I worked as a General Clerk III for the healthcare.gov contract. The team managers are great and will do everything they can to help you, site managers and upper management only care about productivity and costs. The job is very very very repetitive. At first the pay was so good I didn't care what I was doing so long as I was in an Air Conditioned office, but after 2 years every day became a struggle to go into work. At one point I was made to do the work of a Business Process Analyst but did not get a promotion or pay raise. I got 2 weeks paid vacation every year and extra steepen money that went into a 401K. This is a fine place to work for a few months if you go in knowing what to expect. The people you work with are just the average people in your own community from all different walks of life. Promotions are highly competitive and dont come around often. This company works on contracts and volume so lay offs are COMMON and to be expected.
Data Entry Clerk | Wentzville, MO | Jul 26, 2018
Contract not thought out
The contract Serco took for the Healthcare Act was not planned well. It was put together so fast and then we didn't have work for three months after going through a week worth of training stretched to four weeks.
We were simply warm bodies to have good attendance to show the contract holder. The work environment was suffocating and strict. Micromanagement at its finest. Everyday was the longest day of our lives. With nothing to do, not able to really socialize, treated like children (so people then acted like children), and nothing to distract ourselves from having nothing to do.
Being told to be happy to be paid to not do anything was the worst at the time. The three months we had before seeing any work was awful. That time frame felt like a year. They were so much more focused on attendance that if not back from the 15 minute break right on time, would result in a point.
This would then result in people running to get out of the building as fast as possible.
ProsEventually installed a good kitchen market.
Eligibility Worker | St. Louis, MO | Sep 17, 2018
Stable Job But Small Chance for Raises or Promotion
Serco is a stable company (as long as your contract is anyway), and you will be paid fairly. But they have a strict corporate structure that doesn't allow much for human factors. They operate according to strict rules and the moment you step outside them, you're gone. Everyone is afraid of the level above them, so much so that nobody ever dares questioning orders, which leads to stagnation and burn-out on all levels. There seems to be little communication between different levels of management with upper-management only swooping in to deliver dry little speeches that only illustrate how little they actually know or care about what is happening. The kind of job where you just do your job, collect your paycheck, and keep looking for something better. There seemed to be little chance for promotion or reassignment, even for people who seemed qualified.
Prossteady money, rule-based
Consrule-based, little chance for promotion, stagnant culture
Senior Eligibility Specialist | Wentzville, MO | Feb 26, 2020
I liked my job at Serco as an eligibility specialist. But the company tried to hide that they were leaving the state. Some of us had suspicions but the company kept denying it. We officially found out when somebody let it leak to the local news. They moved all jobs from Missouri to Arkansas and Kentucky because they could pay $2 an hour less. They were a cheap company. Every quarter they had an award ceremony for the top 10% producers. The prize was a single life saver; not a pack of life savers, just one. It was pretty comical. Worst thing they did was to fire a huge amount of people because the company said they were caught hanging up on customers. We all knew there were problems with the phone system which was new. Those people asked to listen to the calls, were denied and walked out the door. It was later discovered that the people were wrongly fired and they were hired back.
ProsPay, especially when there was overtime
ConsCompany deceit, favoritism
Senior Instructional Designer | Remote | Sep 9, 2018
Learning/Human Capital Function of Civilian Services had a good collaborative culture
Great people, creativity encouraged. Not much of an HR function, and not much of a career path for advancement as an instructional designer. It's important to understand that I worked in the training group, civilian services. I loved the people I worked directly with. My engagement with Serco corporate was minimal, and much of what filtered down to me wasn't impressive. I feel that Serco corporate treated me as a "billable body", ie, I was valuable to Serco as long as my hours could be billed to the government.
I did learn a tremendous amount during my 16 years with Serco. I felt valued by my peers and line managers/ supervisors. I felt stymied regarding formal advancement and promotion. Managers/supervisors seemed to be under pressure to discourage promotions because of the implications on bidding for future work.
Patient Accounts Representative | United States | Jul 25, 2019
They talk the talk... but DO NOT walk it.
It's all about the company profit - no concern for their people or the service they provide to their end clients. As long as they don't hear any complaints of problems, they do not care.
Top performers can expect maybe a 1% increase per year. VERY low performers are not held accountable. Micro-management and ineffective rules are rolled down to everyone because of the low performers.
They require a Master Degree and expect to pay $38K/yr for it. Poor benefits, low matching benefit on 401(k). They did not honor a contractual benefit in my employment agreement with them because it would save them $500.
If you have any other employment option take it. This is not a place for a career where you will be valued and respected for your contributions to the "team".
ProsServing and working with Service Members is AWESOME.
ConsLOW Salary & Benefits. What morale??