Mental health breaks overshadowed by client neglect and high turnover - Customer Contact Agent Serco Group Employee Review

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

Things are constantly changing on the fly.

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

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.