Project Manager - Customer Services

  • Job Reference: 110564
  • Date Posted: 16 February 2021
  • Employer: Serco Limited
  • Website:
  • Location: Cumbria (CA1), United Kingdom
  • Salary: £46,000
  • Sector: Call Centre / Customer Service
  • Job Type: Home Based
  • Duration: Undefined

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 society - and by joining us as a Project Manager for Customer Services, you'll ensure that we continue to deliver this incredibly important & vital work. 

Due to several new projects, we are growing our team.  As Project Manager you'll provide project management capability across Transitions, Transformation or Business Change. This could include the transition of services into or out of Serco or could involve the need to diagnose, articulate and resolve client problems, working closely with them to implement innovative solutions and realise benefits. You'll be responsible for the whole lifecycle, including planning, management, coordination, financial controls, and project governance.  Throughout it all you'll make sure all projects are accomplished using the most efficient resources, are within budget, on time, and that they meet our objectives. 

Managing multi projects at any one time you'll know how to use your influence, communication and leadership skills to get things done. You won't do this alone; however, you'll work closely with our wider projects team and with our dedicated and passionate operational teams, all of whom live our values of Care, Trust, innovation and Pride. 

The role is predominantly based at home, but you may be required to work in our offices in Liverpool and Manchester. 

What you'll need to do the role: 

You will be an experienced Project Manager who has worked in a Customer Services/Contact Centre environment previously. You'll have strong project management capabilities with evidence of project and programme management knowledge, techniques and approaches.  You should also have experience in Transitions, Innovation, Business Change.  Project Management qualified you'll have proven ability to manage and deliver multiple project work streams within budget and on time. It is imperative that you are flexible, can work in a complex environment with multiple competing priorities and are not afraid to challenge the status quo. 

This is not a IT Project Manager role, whilst an understanding of IT is good to have, we are looking for experienced customer services Project Managers who can building strong relationships and can demonstrate collaboration with customers to understand and meet their expectations at every stage of the project. Strong stakeholder engagement skills are essential. You'll be proative in dealing with opportunities and issues and be able to identify process improvements to shape solutions.
Tell us about the projects you have lead and successfull delivery on, we are interested to see what you have been doing from a customer service delivery perspective, not just your project management capabilities!

Why Serco? 

Meaningful and vital work: The nature of our business means you will do important work that really matters - delivering essential services that touch people's lives; something even more prevalent in today's world; 

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 our well-established, close knit, supportive team;  

What we offer: 

  • Salary from £46,155 per annum & pension matched up to 6% 
  • Company Car and Bonus 
  • 25 days annual leave plus bank holidays and the chance to buy more; 
  • Flexible/agile working environments; 
  • The chance to make a positive difference in a company passionate about diversity and inclusion! 

You will be 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. Please apply now and upload a copy of your CV and cover letter for the chance to join our team (ensure to include your successful projects)!

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. 


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).