Operational Support Officer - Part Time at Serco North America

Birchwood, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

08 May, 26

Salary

25833.0

Posted On

07 Feb, 26

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

IT Services and IT Consulting

Description

Location: Warrington / Hybrid (home and office-based) Salary: £25,833,60.00 pro rata. Hours: Part time - 20 hours per week, various shifts available over 7 days starting from 6pm. 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. 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). In addition to this, upon starting you will also be required to pass Counter Terrorism Clearance (CTC), which requires candidates to have lived in the UK only for the last 3 years. #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

The Operational Support Officer will handle incoming and outgoing calls, providing empathetic support to individuals in distress. They will also liaise with internal teams and external agencies, ensuring accurate information is relayed and recorded.