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.

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.