Operational Support Officer - Nights at Serco Plc

Birchwood, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

31 Jan, 26

Salary

25844.0

Posted On

02 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Listening Skills, Empathy, Customer Service, Crisis Management, Multitasking, IT Literacy, Attention to Detail

Industry

Facilities Services

Description

Location: Warrington / Hybrid (home and office-based) Hours: Nights: Part time 20 hours 19:00 – 00:00 on 4 evenings per week across 7 days Salary: £25,844.10 (pro rata) Assessment Day will be held on 30th October 2pm-8pm At Serco, we help keep the public safe through our Electronic Monitoring Services (EMS) contract with the Ministry of Justice. Our technology supports rehabilitation, ensuring individuals comply with curfews and restrictions across England and Wales. We’re looking for a compassionate and resilient Operational Support Officer to join our evening team, supporting subjects and partner agencies with sensitive and often urgent cases. What you’ll do: Handle incoming and outgoing calls from subjects, agencies, and other stakeholders. Provide empathetic, professional support — sometimes to individuals in distress or crisis. Relay and record accurate information from calls into our systems. Liaise with internal teams and external agencies such as the Police, Probation, and Courts. Monitor and action email queries, ensuring timely responses. Escalate welfare or safeguarding concerns appropriately. What you’ll bring: Excellent communication and listening skills, with a calm and empathetic approach. Experience working in a customer-facing or contact centre environment. Confidence handling difficult or sensitive conversations. Ability to multitask and remain professional under pressure. IT literacy and strong attention to detail when updating systems and records. This role suits someone with strong people skills who thrives on making a difference — ensuring every interaction is handled with care, compassion, and accuracy. Join us, and be part of a team that’s helping people make positive changes while keeping communities safe. Location: East London & surrounding area Caring. Compassionate. Resilient. Sound like you? You could be a Field Officer for Serco, using these key strengths to make a positive difference for people during a difficult time in their lives. Working as an Electronic Monitoring Field Officer for our Electronic Monitoring Service is more than just a job, it’s the chance to be a part of something great, to join a team where your contributions are valued, and where you can positively impact the communities, we serve every single day. And that’s not all, in addition to a rewarding career, we also offer: Base Salary of £26,031per annum Company Car (includes personal use) Location Allowance of £3500 (Subject to Home location post-code) Pension (matched up to 6%), life insurance; 20 days annual leave (rising to 25 after 7 years’ service) plus Bank Holidays. Continuous training & development opportunities A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, MIND, Simply Health Care and Dental Plans and more Access to a range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, Retail and Hospitality discounts and more A supportive team & culture where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion. We are operational all year round, and due to the nature of the work we do this means that you will work a range of shifts covering day times, weekends, and bank holidays. Your contractual working week is an average 37.5hrs per week. rolling rota including weekends. Evening shifts range from 5pm to 1am, flexibility is key to the role as there may be occasions when you are required to start earlier or finish later, however, we operate a rota basis (provided approx. 10 weeks in advance) that allows you the flexibility to enjoy meaningful time off to do the things you enjoy & love. Key Responsibilities About the Role: On a day-to-day basis, you’ll head off to visit individuals in their homes to install tagging equipment. You’ll either work alone or alongside a Monitoring Support Officer. With every individual you meet, you’ll have the opportunity to build their confidence in both you and the justice system, reassuring them of their safety, as well as that of the public. With every successful case, you’ll be directly helping reduce the pressure on the prison system and give ex-prisoners the chance to be part of their community again. Every day and every individual are different, which is what makes this role so varied and full of opportunities. You’ll receive 3 weeks of training and will be accompanied by an experienced Officer/Mentor on the road until you’re comfortable in your new role. Due to genuine occupational requirements and contractual obligations, we particularly welcome applications from female candidates for this role, in line with the Equality Act 2010. What you need to do the job? Our current Electronic Monitoring Field Officer’s come to us with different work & life experiences, what you’ve done before doesn’t matter, what matters is that you’re committed to making a difference to the lives of others – the rest you will learn during your 2 weeks initial training course and through shadowing & mentorship from other experienced colleagues. You must have a current valid UK driver's license, be reasonably fit and have good written and verbal communications skills, essential to building relationships and rapport with any of the individuals that you meet. Additional Information: All offers of employment are subject to Baseline Personnel Standard Security vetting (which includes right to work/identity checks, a basic criminal record check and verification of the last 3 years of employment or academic activity). #ems All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries, please contact MyHR. Serco are Disability Confident Leader employers and are 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 j&icareersUK@serco.com.

Responsibilities

Handle incoming and outgoing calls from subjects and agencies, providing empathetic support. Monitor and action email queries while escalating welfare or safeguarding concerns appropriately.