Contact Centre Team Leader

Job Req ID:  294386
Posting Start Date:  27 Jun 2024

Bristol, GB, BS34 8YU

Contract Type:  Full Time
Job Advertisement: 

Contact Centre Team Leader – Health Assessment Advisory Services

Office Based, 5 days in Bristol Office

Full Time, Permanent, £31,000-£36,000 plus benefits


37.5 hours worked on a range of shift patterns covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm.


Do you have great leadership skills, and substantial experience delivering brilliant customer service by phone? Are you looking for a role where you can make a real impact?


At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for a Contact Centre Team Leader to join us at our brand-new office in Bristol.


Here you’ll lead a team of Contact Centre Advisors, providing support to the team and customers as needed too. You’ll oversee and manage work requirements, monitoring call levels and ensuring KPIs and targets are met across the board.


We’re dedicated to impacting a better future for the communities we serve. And our extensive experience working with DWP and supporting case management services across the globe are just some of the ways we achieve that.


Key Accountabilities

  • Manage performance, absences, career development, employee engagement and any disciplinary and/or grievance matters arising in the team.
  • Manage employee resource to ensure deadlines and targets are met within agreed timeframes.
  • Optimise use of medical, administrative, accommodation and IT resources so that examination appointments can be scheduled in line with targets.
  • Produce and utilise statistical data and work management reports to effectively manage workloads.
  • Provide performance reports/data as required.
  • Build and maintain positive customer relationships.
  • Manage multiple teams with a variety of job content and performance targets.

What are we looking for?

  • Extensive customer service experience in a contact centre environment.
  • Ability to develop good relationships with customers and colleagues.
  • Ability to organise and prioritise work effectively.
  • Ability to work flexibly as needed is required due to the demanding nature of the role.
  • Ability to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.
  • Desirable: Experience in managing a team / being a team leader - we will consider applicants without management experience who possess substantial contact centre experience.

All candidates will be required to pass a BPSS check which will involve a full DBS check and references.


What we offer:

  • Up to 6% contributory pension scheme 
  • Free parking on site / 5-minute walk from public transport links
  • A range of benefits to support the health and wellbeing of you and your familysuch as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more 
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts. 
  • A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.  
  • Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career. 

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. 

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 Gold 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.