Location: Home Based (however offices are located in Liverpool /Manchester)
Salary: £36,843 per annum (pro-rata)
Type: Fixed Term – 6 months
Serco is one of the leading public sector providers of customer services. We pride ourselves on delivering high quality services, often supporting some of the most vulnerable people in our society – and as one of our Customer Service Operation Managers you’ll ensure that we continue to deliver this incredibly important work to our client and end users.
This is a fixed term role for 6 months initially. You’ll oversee a team of 7-10 home based Team Managers with overall responsibility for up to 200 ome-based hCustomer Services Advisors. Using your previous people management and leadership skills, you will lead and manage the team to ensure that the requirements of the contract are met, this will include monitoring the performance of KPIs, efficiency, effectiveness, contractual SLAs and Service outcomes. You’ll be the first point of contact for the client around the day to day operational performance.
In return we offer the opportunity to be a part of our special people-driven culture – where our diverse and caring workforce support not just each other but the wider community that relies on our services.
The role itself is predominantly home based and all IT equipment will be provided, however there may be a requirement to attend site (either Liverpool or Manchester) so you must be flexible or live in a commutable distance to site.
What you need to do the role
First and foremost you’ll need to have excellent people management & leaderships skills, ideally gained in a customer service or call centre environment. You’ll naturally have the ability to lead and work as part of a team, supporting your colleagues and promoting an excellent team spirit and ensure that the workplace is inclusive, engaging and fulfilling for all our people.
Customer and commercially focused, you’ll be a performance driven with a desire to deliver excellent customer service. Ideally you will have previous experience in managing/leading a large remote team, but moreover you should have excellent communication skills and be fully comfortable working on Microsoft Office and other software.
Meaningful and vital work: The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives
A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.
Great people: We are a motivated team who will encourage you and help you to succeed. You’ll have the resources you need to do your job in a diverse and supportive environment.
What we offer
We have a mandate to deliver brilliantly. If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.
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