Customer Services Team Leader - Home Based

  • Job Reference: 100641
  • Date Posted: 4 January 2021
  • Employer: Serco Limited
  • Website: https://www.serco.com/careers
  • Location: Northumberland (NE1 4AD), United Kingdom
  • Salary: £23,000
  • Sector: Call Centre / Customer Service
  • Job Type: Home Based
  • Duration: 12 months

Job Description

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 Team 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 where you'll oversee a team of up to 30 home-based customer service advisors. Using your previous people management experience, you'll monitor and manage the activity of your team to make sure that we meet all service delivery KPIs and standards. This will involve coaching and developing your advisors in line with a quality framework, and managing the processes around attendance, performance and development on a team and individual basis.

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.

What you need to do the role

First and foremost you'll need to have excellent people management skills, 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.

Customer and commercially focused, you'll be a performance driven with a desire to deliver excellent customer service. As you'll be working remotely from your team, you'll need to have excellent communication skills and be fully comfortable working on Microsoft Office and other software.

If you meet the minimum criteria for the role you will be invited to complete a virtual video interview.

Why Serco?

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

  • Competitive salary 
  • An autonomous and supportive culture 
  • The chance to make a positive difference to public sector services
  • A company passionate about diversity and inclusion  

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.

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.

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. 

Apply

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. 

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports 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).