ER Coordinator

ER Coordinator
Hybrid - 2 days a week in the Solihull office
Full time, Permanent
Salary £25,000 -£27,000 per annum dependent on experience

At Serco, we're not just about delivering essential public services - we're about making a difference in the lives of people and communities. We are currently seeking an Employee Relations (ER) Coordinator to join our People Services team and help us deliver best-in-class support to our employees and stakeholders.

As an ER Coordinator, you will play a vital part in supporting the Employee Relations function by providing high-quality administrative and reporting support to the ER Relationship Manager. Your responsibilities will span occupational health, policy updates, and the management of the Serco People Fund charity administration. This is a unique opportunity to work in a purpose-driven role that combines administrative expertise with meaningful impact.

As part of this you'll:

• Support the management and administration of the Serco People Fund, including processing applications and outcome reporting.
• Assist with monthly reporting and analytics across the Employee Relations team.
• Work collaboratively with another ER Coordinator to manage occupational health administration.
• Support the review and maintenance of ER policies and procedures.
• Handle sensitive data in compliance with data protection regulations.
• Provide empathetic, high-quality customer service via phone and email to Serco employees.
• Make outbound contact with employees to resolve queries related to occupational health and ER services.
• Analyse data and trends, providing insights and feedback to the ER Relationship Manager.
• Collaborate with Shared Services Managers to support and implement key business strategies.
• Continuously identify and suggest improvements in processes and service delivery.

What you'll need to do the role:

We're looking for someone who is organised, proactive, and customer focused. You should thrive in a fast-paced environment and be able to manage multiple priorities with professionalism and care.

Essential Qualifications & Experience:

• GCSEs in Maths and English (Grade A-C) or equivalent.
• Proven experience in a customer service role.
• Experience in a fast-paced administrative environment.
• Previous HR shared service or phone-based environment experience (desirable).

Essential Skills & Knowledge:

• Strong written and verbal communication skills.
• High level of empathy, confidentiality, and discretion.
• Excellent telephone etiquette and customer service skills.
• Confidence working with MS Office (Word, Excel, Outlook).
• Ability to analyse data, identify trends, and recommend improvements.
• Comfortable working under pressure and meeting KPIs.
• Organised, detail-oriented, and self-motivated.

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• 25 days annual leave plus bank holidays.
• Annual leave purchase scheme.
• Up to 6% contributory pension scheme
• Free onsite parking.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.
• A company passionate about diversity and inclusion.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.