Service NSW Reviews | Glassdoor.com.au

Service NSW Reviews

Updated 17 August 2017
11 reviews

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2.5
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Recommend to a friend
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Glenn King
5 Ratings

Employee Reviews

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  1. "Communications"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Contractor - Communications in Sydney
    Former Contractor - Communications in Sydney
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Service NSW as a contractor (More than a year)

    Pros

    Being part of creating a great a service for the community of NSW

    Cons

    A huge contracting culture with a demanding workload

    Advice to Management

    It would be great to provide contractors with some benefits or raise the hourly rate.


  2. "Really supportive training and coaching staff"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Newcastle
    Former Employee - Customer Service Representative in Newcastle
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Service NSW part-time (More than a year)

    Pros

    Training staff are really fun and helpful. The culture is really great and you are always encouraged to keep up with personal and team statistics.

    Cons

    The part time position was only 15 hours a week (sometimes a little bit more with overtime) and only 3 hours each day which wasn't ideal.


  3. "Customer Service Representative"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at Service NSW full-time

    Pros

    The pay is reasonable and a uniform is provided. The ground staff are great to work with and support each other. There is no work on public holidays.

    Cons

    There is not much in terms of flexibility. If you work part time, it is a minimum of 20 hours per week and it is five days. There are some locations that have flexible arrangements but not many. The current leaders that are coming through seem to lack many skills and knowledge, including people skills.


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  5. "Toxic culture hidden away a flashy facade"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Bankstown
    Former Employee - Customer Service Representative in Bankstown
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Service NSW part-time (More than 3 years)

    Pros

    Money
    Mates
    Locations usually have great food around
    Nice customers occasionally
    Part time hours are good so you have a life too

    Cons

    Everything from management playing favourites, staff playing favourites, office gossiping, high KPIs, constant churn and burn environment. Only the favourites get promotions. Too much expected in too short amount of time. High learning curve too. Highly unprofessional workplace that hides the bitterness and low morale under a carpet of excellent customer service and flashy uniforms/furniture. If you're not in there little circle of chums, they'll make you know it. Underlying level of passive aggressiveness simmering underneath the surface almost every day here. Staff constantly at each other's throats as too many chefs in the kitchen with too many different ingredients. Some claim they are the best as they are ex RMS, some from banks claim they know everything, some from Call Centres who can't hack being yelled at face to face, retail employees who are super burned out, warehouse guys who got no idea from a peanut to an apple, ex army and police guys that have snapped it and who yell back at aggressive customers/can't find the space bar on a keyboard for the life of them and management who sit on their iron throne and complain everyone is lazy but themselves.

    Advice to Management

    If you want to play favourites and create disengagement with staff, I suggest you go back to Uni and play your little school games there. All the little social parties you create may seem like for team morale boosting and fun, but you only consult with yourself and three of your favourites, and if no one else likes it, too bad you're the black sheep. Actually, just walk out and don't come back and take your favourites too. This is no place for your games.


  6. "A young, growing organisation with teething problems"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Service NSW (Less than a year)

    Pros

    Some lovely people, and interesting projects.

    Cons

    The organisation is still quite young, and finding its feet. It has experienced rapid growth in the last couple of years, and is scrambling to catch up to where it should be (in terms of HR, internal processes, and overall culture). There is inconsistent messaging and direction from senior leadership. This can lead to a risk-averse approach, as employees do not feel confident in taking initiative or risk.

    They do not seem to particularly care about longterm career opportunities for staff. There is quite a gung ho attitude towards getting rid of staff, to an unusual degree in Australia.


  7. Helpful (1)

    "Great for customers, bad for staff"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Digital Service Representative in Newcastle
    Current Employee - Digital Service Representative in Newcastle
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at Service NSW part-time (More than 3 years)

    Pros

    Decent wages paid. Coming from RMS though, we should be paid a lot more, because of the mountain of other work he have to do.
    Excellent customer service provided.

    Cons

    Politics rule- of management aren't mates with you, then you're not going to go far
    Timings are non standard, with long days on saturday

    Pay should be better than what it is
    Not a professional place to work in

    Advice to Management

    Need to clean up their act.
    The whole friends with friends employment and deals should be looked into.
    Yes, the customer experience is better, but what of the staff?


  8. Helpful (1)

    "Incompetent management poisons team morale"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Sydney
    Current Employee - Customer Service Representative in Sydney
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at Service NSW (More than a year)

    Pros

    Good entry level pay
    Large variety of transactions

    Cons

    Customer service reps get treated like robots. Everyone learns at their own pace but my manager doesn't know or accept this and I often get spoken down to like I'm defective because I have a high average service time... Very little structure in ups killing and training. Manager takes small slights and criticism extremely personally and won't have any hesitatation in icing you out if he feels offended by something you said or by something he got told you said...

    Advice to Management

    Work on your communication/people skills. The issues our workplace is having are mostly because of your huge ego, not the staff. Catch people doing the RIGHT thing for a change rather than constantly telling people they're not performing well enough and performance managing. Stop taking criticism personally. It's your job to take on your staff's feedback (both positive and constructive). Maybe if you swallow your pride and realise that you have a lot of self improvement to do, perhaps then you'll see a hint of morale in this soulless place.


  9. "Good, fast paced"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Sydney
    Current Employee - Anonymous Employee in Sydney
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at Service NSW full-time (More than a year)

    Pros

    fast paced and changing environment that offers exposure to a number of new technologies and the chance to make a difference

    Cons

    Growing pains moving from start up to established business
    Some cultural differences between public service and business culture

    Advice to Management

    Reset the culture to what is was originally envisaged as and work to ensure the transition from start up to established business


  10. Helpful (2)

    "Good salary, cutthroat environment"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative
    Former Employee - Customer Service Representative
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Service NSW full-time (More than a year)

    Pros

    Good money for entry level customer service. Free uniform, designer made so very flashy. Depending on where you go, nice office and somewhat open environment.

    Cons

    Extremely cutthroat environment, you either swim or sink. Expect lots of performance reviews! Demanding role especially to those new to RTA. Tough interview and even tougher learning curve. Basically if your bubbly, pretty and engage in office gossip, you'll get places.

    Advice to Management

    Less stress and demands of staff. Help new staff more often and don't expect as much from them as Ex RTA staff


  11. "Solution Architect"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Contractor - Anonymous Contractor in Sydney
    Former Contractor - Anonymous Contractor in Sydney
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Service NSW as a contractor (More than a year)

    Pros

    Some good people, mostly the contractors. My two star rating is solely due to the calibre of my peer. Management and leadership get zero stars.

    Cons

    Mediocre management with no thought or desire to produce a productive workplace. Pay lip-service to stated aims.