Post: Customer Service Team Leader - Out of Hours
Location: Thomas Parker House, Lincoln
Contract Type: Permanent
Salary: £27,000 Pro Rata, plus 10% uplift for evenings and weekends + 20% overnight work + Standby Allowance.
Working Hours: 2 posts available - 30hrs per week.
Example shift pattern:
Flexibility is required. Days and hours can be discussed.
OOH Team Hours Cover Monday to Thursday 17:30 - 08:00 & Friday 17:30 to Monday 08:00 and all Public Bank Holidays.
Serco is one of the leading public sector providers of customer services, working with central and local governments to provide customer-facing and back-office functions. We pride ourselves on a high-quality service, often supporting some of the most vulnerable people in our society - and as one of our Team Leaders you will support your Team to ensure sure that we continue to deliver this incredibly important work.
The Customer Service Centre is the First Point of Contact for many of Lincolnshire County Councils Services, including Adult Care, Children's Services, Highways, Registration & Celebratory Services, Library Services. We deliver a diverse range of services, many of which play an important part in people's lives - whether it is carrying out a Social Care Assessment to enable a resident to stay safely at home, taking a contact to support a Child in Need or simply renewing a library book, it can be hard, but rewarding work.
You will be responsible for a team of Customer Service Advisors, who will be delivering emergency services on behalf of Lincolnshire County Council to the citizens of Lincolnshire. You will inspire a skilled, versatile, and diverse team utilising your experience in managing performance and delivering suitable support. For this reason, you will have proven success in leading a team, particularly in a Customer Service Centre environment.
This is the perfect role for those who are looking to utilise their existing leadership skills in a dynamic role. Bring your enthusiasm, strong leadership ability and communication skills to this role to onboard with us at Serco.
A Standard DBS check is required for the role.
Where will I work?
Our offices are based in Lincoln City Centre at Thomas Parker House and we do offer agile working opportunities once you're settled in and fully trained. The office is perfectly situated for travel via public transport and there is a discounted car parking scheme in operation if you chose to drive.
What hours will I work?
Due to the Out of Hours nature of the role, you will need to be flexible. The teams opening hours are between 5:30PM and 8AM on weekdays, 24 hours over the weekends and all bank holidays. You will need to have an element of cross over with daytime services to maintain relationships. You will be one of two OOH Team Leaders and will work together to ensure the team and service is supported.
What training will I be given?
You will be given a full Serco Induction and relevant training aligned to your role and ongoing development.
What we offer:
Starting salary £27,000 per annum plus 10% uplift for evenings and weekends + 20% overnight work + Standby Allowance.
Competitive pension scheme; matched up to 6% and Life Insurance
Agile working opportunities
25 days annual leave in addition to bank holiday, plus the opportunity to buy up to an additional 5 days per annum
Access to employee support services
Inclusion in our Local Government Partnership Engagement activities throughout the year
Serco discounts which include cinema, Merlin entertainment and online shopping discounts, cycle to work scheme, and discounts on mobile phone plans and leisure centre memberships.
The chance to make a positive difference to public sector services in a company passionate about diversity and inclusion
If you think this role would suit you, working to improve the lives of those who need it the most, please apply now and upload a copy of your CV and covering letter to register your interest for future roles.
Meaningful and vital work: The nature of our business means you will do interesting work that matters - delivering essential services that truly 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.
This role will require you to motivate, lead and develop a high-performing team to successfully deliver excellent service and results.
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.
By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, 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 and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. 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.
At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.