Operational Support Officer - Nights at Serco Plc

Birchwood, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

14 Feb, 26

Salary

25844.0

Posted On

16 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) 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. 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, agencies, and other stakeholders. Provide empathetic, professional support to individuals in distress or crisis.