Customer Contact Officer - Nights

Location: Warrington / Hybrid (home and office-based)
Hours: Nights: Part time 20 hours 19:00 – 00:00 on 4 evenings per week across 7 days 
Salary: £25,844.10 (pro rata)


At Serco, we help keep the public safe through our Electronic Monitoring Services (EMS) contract with the Ministry of Justice. Our technology supports rehabilitation, ensuring individuals comply with curfews and restrictions across England and Wales.

We’re looking for a compassionate and resilient Operational Support Officer to join our evening team, supporting subjects and partner agencies with sensitive and often urgent cases.

What you’ll do:

• Handle incoming and outgoing calls from subjects, agencies, and other stakeholders.
  
• Provide empathetic, professional support — sometimes to individuals in distress or crisis.
  
• Relay and record accurate information from calls into our systems.
  
• Liaise with internal teams and external agencies such as the Police, Probation, and Courts.
  
• Monitor and action email queries, ensuring timely responses.
• Escalate welfare or safeguarding concerns appropriately.

What you’ll bring:

• Excellent communication and listening skills, with a calm and empathetic approach.
  
• Experience working in a customer-facing or contact centre environment.
  
• Confidence handling difficult or sensitive conversations.
  
• Ability to multitask and remain professional under pressure.
• IT literacy and strong attention to detail when updating systems and records.

This role suits someone with strong people skills who thrives on making a difference — ensuring every interaction is handled with care, compassion, and accuracy.

Join us, and be part of a team that’s helping people make positive changes while keeping communities safe. 

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 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 j&icareersUK@serco.com. 

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 j&icareersUK@serco.com to discuss.