Operational Development & Support Team - Homebased
37 hours per week, Monday-Friday 0900-1700
Salary – £33,000.00 plus basic Serco benefits
Travel may be required to Serco sites, subcontractor premises or other locations as required.

MAIN ACCOUNTABILITIES:

• Ensure Quality Monitoring Practices are completed objectively and measure the outcomes that support excellent customer service, recognising notable examples of service delivery and identify areas for improvement.
• Create and maintain communications channels to share Quality Monitoring outcomes with operational managers and ODST, owning actions plans where required to improve performance.
• Alert operational managers to issues affecting quality outcomes quickly to mitigate the risk of service provision failure.
• Build great relationships with support and operational teams to ensure that Quality Monitoring Practices and Protocols are included in all aspects of the operational life cycle for example Induction, coaching, My Catch Ups, training & Knowledge Management.
• Responsible for the delivery of Quality Monitoring reports at contract, team, service, and advisor level for inclusion within the Power BI Dashboards.
• Liaise with OST (Outperforming Solutions Team), and Duty Managers to ensure offline time associated with Quality Monitoring activity to scheduled effectively.
• In collaboration with the Operational Development & Engagement Lead, develop and deliver an annual programme to measure the outcomes of service delivery across all contracts and evidence added value. Contract Key Performance Indicators, Performance Indicators and obligations must form part of this plan.
• Ensure legislative contract requirements are included in the Quality Monitoring Practices and that updates to CM App are completed as required to evidence compliance.
• Undertake an annual review of all Quality Monitoring Local Operating Procedures, taking into consideration the views of all stakeholders.
• Responsible for the implementation, delivery, monitoring and reporting against internal and external Quality Monitoring Practices at contract and business unit level, via Power BI Dashboards.
• Collate, analyse, and explore anecdotal Quality Monitoring feedback from all stakeholders, inclusive of feedback received or shared by our customers, and Operational and ODST colleagues, validating your findings using Management Information form reliable sources, presenting a report of findings and recommendations to the Operational Development & Engagement Lead on a quarterly basis.
• Service Matter Expert knowledge of all Quality Monitoring tools used within Serco Customer Service Centres and have awareness of tools used within other areas of the organisation and beyond.
• Lead contact for all automated process feedback from all stakeholders to ensure automated processes are working effectively and efficiently, own service improvement plans where changes identified.
• Ensure PCI protocols are included in the Quality Monitoring Practices at contract level and reported monthly via the Power BI Dashboards.
• Provide SME knowledge and experience to support new opportunity exploration and delivery.

What we offer

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days’ annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

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.
Apply
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.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. 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 0345 010 4000.
At Serco we support 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). Please contact our recruitment team directly on 0345 010 4000 to discuss

Deliver a standardised approach to Quality Management Practices across all contracts that meet our contractual obligations and demonstrate our ability to deliver a high-quality service and leverage technology where appropriate
In collaboration with Operational Development & Support Team, ODST, colleagues and Operational Management within contracts, provide focused attention to ensure that successful outcomes are achieved across all customer touch points and customer case management activity; ensuring Serco is delivering against all relevant local government legislation on behalf of our clients.
Responsible for the delivery and effective use of an automated Quality Assurance System that seamlessly integrates with all telephony platforms and CRM systems in use across contracts.