Operations Manager

Job title: Operations Manager   

Band: 4

Location: Homebased

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. 

Key purpose

• Manage a team of call centre operatives for the HAAS (Health Assessment Advisory Services) contract.
• Day to day monitoring of the call stats ensuring that we are operating within our defined KPI’s.
• May need to assist with answering calls when demand is needed. Will also be part of target setting for the operatives in the call centre.
• Reporting to the Head of Business Support and Contact Centre is required to lead the Contact Centre, to deliver the agreed performance (established by the SMT with input from the Head of BSaCC as appropriate). The OM will be the lead to deal with enquiries, be the face for the Operations team and produce the required targets and success reports.

Key accountabilities

• Proactively manage the call centre staff setting daily and monthly targets. 
• Ensure coverage in the call centre will match the demands of the calls coming in. 
• Be the primary interface between Serco, our Customers and our Client, for the Contact Centre
• To produce and present weekly, monthly, quarterly call centre stats as required by the Head of Business Support and Contact Centre. 
• To participate and contribute to best practice working within Serco by collaboration with various team members across a variety of Serco divisions.  
• To support and liaise regularly with the Clinical Operations, Clinical Excellence and Business Support managers, regarding the functions of the call centre.
• Ensure compliance with the Serco Country Standard Operating Procedures (CSOPs).
• To conduct regular reviews of plans, monitoring and taking action to ensure business targets are met, including submitting accurate and timely reports to the appropriate line management.
• To represent and promote the ‘Serco Way’ and the Values of the business to customers, stakeholders, the community, and the public, fostering a partnership approach to relationships.
• To develop and maintain a network of relationships with the customer, potential customers, partners, and stakeholders, including at depot level, to anticipate and meet customers and stakeholders existing and future needs. 
• Ensure customer expectations are met with consideration to legal and compliant requirements.   
• Support a clear and focused business direction given current organisational capacity and external factors. Balancing risk and return in making decisions on business opportunities to achieve better short and long-term results.
• Working with our Resource Planning function to ensure the right resource is in place to deliver the contractual requirements of the service.

Essential technical and professional skills, knowledge, and qualifications

• Ability to manage a team of people 
• Background knowledge of the Health Assessment industry (desirable not essential) 
• Proven ability to deliver against targets and objectives 
• Leadership Behaviours – Delivers customer service, solves problems, generates ideas, delivers against own objectives, demonstrates personal drive, gains others trust, communicates effectively, demonstrates collaboration, adapts to change, respects difference, assumes responsibility, supports colleague development, and maintains composure.  

What we offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
• 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.
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
• Interesting and enjoyable work.
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.

About Serco
At Serco, not only is the nature of the work we do important, but everyone also 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 – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (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.

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