Duty Manager

Duty Manager – 18 Month Fixed Contract 

Full Time – Home Based

Salary – Duty Manager salary plus Serco Benefits.

Ready to make an impact?

As a Duty Manager in our Customer Services team, you’ll manage contact centre work queues and ensure staff adhere to schedules, supporting our advisors to deliver excellent service. You’ll play a key role in meeting service levels, using your initiative and communication skills to thrive in a fast-paced, demanding environment.

You’ll be entrusted to:

• Access real time monitoring and work force management tools to monitor real time call statistics and ensure that advisors are following the correct shift pattern
• Update work force management tools with any exceptions and manage associated mailbox within agreed timescales
• Report any system or telephony issues to the relevant service desk, update the associated fault log and invoke any business continuity plans as appropriate
• Attend appropriate planning meetings and contribute with any required information and suggestions to support service levels
• Communicate any issues with appropriate individuals this may include customer advisors, members of the management team as well as the client’s organisation 

Does this sound like you?

You’ll be a great fit for this role if you have…

• Experience of working in a demanding environment
• Ability to communicate with individuals at all levels and remain calm under pressure
• Provide accurate written communication and reports as required
• Expertise in the use of a PC with experience of using office automation tools such as Outlook, Word, Excel

Please note that you must be able to pass appropriate clearance for the role

Discover all you need to keep growing

Here you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

Because this is a place for you

Our people are integral to everything we do. That’s why our benefits are designed to put you first: 

• 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.

A little bit about us

At Serco, we’re a fast-growing company, serving governments around the globe. Our work spans sectors a wide range of sectors including Justice, Immigration, Defence, Leisure, Healthcare, Transport, and Citizen Services. We’re committed to delivering, improving and redesigning public services for the benefit of everyone, guided by our values of Trust, Care, Innovation, and Pride.

Our inclusive recruitment process: We see people first and foremost for their performance and potential. We’re a proud holder of the Gold Inclusive Employer Standard and a Disability Confident Leader, championing fair access to employment and equal opportunities for all. As such we’ll make reasonable adjustments from interview through to employment.

As part of the Disability Confident Scheme, disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Sometimes we receive a high volume of applications, which may lead us to close the application period early. To ensure you don’t miss out, please apply as soon as possible.

Let’s impact a better future, together. Apply today.

For help with your application, or to discuss your eligibility, please contact 0345 010 4000.