Customer Charter

The Work Programme is a government initiative designed to help you find a job that’s right for you.

It is part funded by the European Union through the European Social Fund. Serco has been chosen to deliver the Work Programme in the West Midlands and in South Yorkshire on behalf of Jobcentre Plus. To do this, we have teamed up with a network of expert organisations near you which we call ‘providers’. They will give you useful advice to help you find and apply for the right jobs. They’ll also continue to provide you with support once you’re in work.

Serco’s customer charter is our promise to you. It sets out the minimum standards you can expect from us, and also what we expect in return, so you can get the most out of the programme.

Our promise to you:

Before you start the programme, we will:

  • Allocate you to a provider within 10 days of referral from Jobcentre Plus.

  • Give you advance information about your provider either by telephone or in writing. This will tell you: where they are based; how to get there; what kind of support they offer; a contact name (where possible); and a time to attend your induction meeting within 14 days of this initial contact.

When you're on the Work Programme, your provider will:

  • Give you a Personal Adviser who will support you to find work. They will listen, help and encourage you to achieve your potential.

  • Discuss and agree your short and long-term job goals, plus the steps you can take to achieve them. This will form an action plan called a Personal Profile and Employment Plan (PPEP), which is jointly written by you and your Personal Adviser. It will be updated regularly as you progress through the programme.

  • Meet with you in person at least twice a month. If your personal circumstances mean you are unable to attend a face-to-face appointment, then they should contact you via telephone or email.

  • Provide you with specialist support if you have particular needs, such as a health condition or physical disability, or want specific employment advice, such as how to start your own business.

  • Refer you to an occupational health assessment, if there is a health-related need, to ensure your provider is able to offer tailored support based on your individual circumstances.

  • Review your PPEP every three months and, at other key points during your time on the programme, to help you progress towards your job goals.

  • Help you with techniques to support you to look and apply for jobs. This may include: filling in application forms; creating a CV; researching possible employers; practice interviews; interview techniques; and cold-calling.

  • Make you aware of the full range of support that is available to you. This may include: work experience placements; personal development, such as confidence building; and training opportunities.

  • Offer advice and help in accessing wider support in your area should you need it. Our Integrated Support Services offer expert advice on a variety of issues such as managing your money, drug and alcohol misuse, housing and childcare.

  • Accurately explain the benefits you’ll receive when you start work. These calculations give you a guide as to how much better off you’ll be in work.

  • Give you access to computers, the Internet, photocopiers, stationery, telephones and local newspapers to help you search and apply for jobs.

  • Support you with reasonable travel costs to and from provider meetings.

  • Protect any personal information that we hold about you in line with government and Serco data protection policies.

  • Complete a review with you at the end of the programme if you have not yet found work. This will help us to support you to return to Jobcentre Plus for further assistance with your ongoing job search.

Once you've found work, we will:

  • Continue to offer you support, for example, if you need to talk to someone about your new job or any issues you may be facing, such as transport or childcare.

  • Provide ongoing access to your Personal Adviser so they can offer any advice or support you may need.

What we expect from you?

When you’re on the Work Programme, you will be expected to:

  • Attend all meetings with your provider. If you don’t attend a pre-arranged meeting or activity your benefit payments may be affected.

  • Get in touch with your provider as soon as possible if you can’t attend an appointment or activity. If you do not do this, and fail to attend, then your provider will be in touch with you within three days to discuss this with you.

  • Tell your Personal Adviser about any personal circumstances or issues that should be taken into account before you go into work. This will allow them to offer you the most suitable support.

  • Tell your Personal Adviser about any training or assessments you’ve already done.

  • Inform Jobcentre Plus and your Personal Adviser about any changes in your circumstances such as moving house and/or changes to your benefits.

  • Understand Serco’s promise to you and let us know if you feel this is not being met.

Once you've found work, you will be expected to:

  • Tell your Personal Adviser when you find a job so they have the right information about you and can offer you tailored in-work support.

  • Keep in touch with your Personal Adviser so they can continue to provide any support and advice you may need.

  • Let your Personal Adviser know if you leave your job, change your hours or find another role.

If you feel we are not meeting our commitments to you, please contact your provider in the first instance either in writing, by phone or in person. Alternatively, you can ask your provider for the details of your local Serco Performance Manager or complete this contact form.