Employment Services Network
Our commitment to Quality Customer Service
At Serco, our staff and customers have the right to an environment that is inclusive to all people. Disrespect, harassment, or discrimination in any form will not be tolerated. Our staff are here to help you to succeed, and we are committed to working closely with our Service Delivery Partners to fully understand our customer’s needs and to assist our customers to achieve their goals.
As a customer, you have the right to receive services that cater to your individual needs that is free from bias or intolerance. To ensure that our jobseekers and employers receive the highest standard of employment services, we will:
Empower
Serco employees are dedicated to ensuring that Service Delivery Partners are equipped with the right training and tools to provide employment services for both job seekers and employers, assess job seekers’ needs and barrier to the job market, and assist job seekers with identifying transferable skills and development of new skills. These commitments will be fulfilled through active performance management, open collaboration, and regular communication.
Engage
All Serco employees leverage our values of trust, care, innovation, and pride to provide positive and professional services in the communities that we serve. Serco staff adhere to the provisions within the French Language Services Act and the Accessibility for Ontarians with Disabilities Act, 2005 and will ensure all services are provided in an equitable manner in the customer’s preferred language. In collaboration with our Service Delivery Partners, we will set tangible objectives and targets, focused on assisting individuals to find sustainable employment.
Listen
Feedback from customers, employees and interested parties is one of the ways that Serco monitors and improves how services are delivered. Serco is available Mondays to Fridays between 8:00am and 5:00pm at 416-861-2030 or [email protected] to address concerns, enquiries, or compliments. All submissions will adhere to Serco’s Privacy Policy. A Serco Employment Services Manager will respond to you directly within 1 business days, including submissions made outside of regular business hours via email and voicemail, and will ensure we explain our processes and provide a time estimate on next steps.
Resolve
For unresolved issues at the Service Provider level, escalations will be managed by Serco’s Employment Service Manager who will work with the client directly to fully resolve the issue within 20 business days.
Additional questions may be directed to: [email protected]