Share this Job
Apply now »

Public Health Team Lead

Job Req ID:  85042
Posting Start Date: 

Liverpool, Merseyside, United Kingdom, L33 7RX

Contract Type:  Full Time
Job Description: 

Location: Home Based (Main office location, Liverpool)

Salary: Competitive (dependent upon skills and experience)


Serco is one of the leading public sector providers of customer services. We pride ourselves on delivering high quality services, often supporting some of the most vulnerable people in our society – and as one of our Public Health Team Lead you’ll ensure that we continue to deliver this incredibly important work to our client and end users.


Serco has, for several years, delivered a range of contact centres for Public Health England (PHE) and its predecessors, with the aim of delivering a citizen focussed, multi-channel solution to some of the most well known Public Health wellbeing initiatives such as FRANK, Worth Talking About Sexual Health Helpline, Change 4 Life, Drinkline to name a few!


Supporting the delivery of PHE, you will also oversee a team of up to 16 home-based customer service advisors. Using your previous people management experience, you’ll monitor and manage the activity of your team to make sure that we meet all service delivery KPIs and standards. This will involve coaching and developing advisors in line with a quality framework, and managing the processes around attendance, performance and development on a team and individual basis. 


An SME in the field of the services provided, ie Sexual Health and/or Substance Misuse, you’ll ensure that your team are kept up to date with all the latest relevant information via training and quality checks, ensuring that advisors are providing accurate and consistent information. This activity will also allow you to capture and present immediate insight of the service users directly to the Client as part of service reviews.  


In return we offer the opportunity to be a part of our special people-driven culture - where our diverse and caring workforce support not just each other but the wider community that relies on our services. Whilst this is a home based role initially, you may be required to attend the office in Liverpool 2-3 days per week and will also need to be flexible to cover a range of shifts that will include evenings, weekends and an on-call service.  All IT equipment will be provided.


What you need to do the role:

First and foremost you’ll need to have knowledge, experience and qualifications ideally in Sexual Health and Substance Misuse (or other relevant Health Care/Public Health expertise). Secondly, you’ll need to have excellent people management skills, ideally gained in a customer service or call centre environment. You’ll naturally have the ability to lead and work as part of a team, supporting your colleagues and promoting an excellent team spirit.


Customer and commercially focused, you’ll be a performance driven with a desire to deliver excellent customer service. As you’ll be working remotely from your team you’ll need to have excellent communication skills and be fully comfortable working on Microsoft Office and other software.


Lastly, due to the nature of the work you’ll be required to pass a DBS check.


Why Serco?


Meaningful and vital work: The nature of our business means you will do interesting work that matters – delivering essential services that touch and save people’s lives


A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.


Great people: We are a motivated team who will encourage you and help you to succeed. You’ll have the resources you need to do your job in a diverse and supportive environment. 


What we offer:

  • A competitive salary and up to 6% contributory pension scheme;
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships;
  • We offer flexible/agile working environments and the chance to buy annual leave as part of the Annual Leave Buying Scheme;
  • An autonomous and supportive culture 
  • The chance to make a positive difference to public sector services
  • A company passionate about diversity and inclusion  


We have a mandate to deliver brilliantly. If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.


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.


We’re a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.


*Google Chrome is the preferred browser to access Serco careers website*

Apply now »