Administrator

Out of Hours (OOH) Officer
Location: AASC Warrington
Salary: £26,650 per annum
Working Hours: Working hours: Full-Time, 37.5 hours per week. Monday-Thursday office based, Friday-Sunday work from home.

3-week rota with 12-hour shifts, including 2 weekends in 3 (days, nights, and 1 weekend off)

Are you ready to take on a dynamic and vital role where every shift makes a difference? As an Out of Hours (OOH) Officer at Serco, you'll play a critical part in ensuring service users receive the support they need, exactly when they need it. With a mix of office-based and remote work, this role offers variety, responsibility, and the opportunity to be part of a team that truly impacts lives.

What You’ll Be Doing

You'll be at the heart of our Service Delivery team, responding to urgent needs and ensuring service users receive accommodation and transport in line with UK Visas & Immigration (UKV&I) requirements. Your role will involve working closely with stakeholders, maintaining data integrity, producing reports, and contributing to operational excellence. No two days are the same, and your ability to problem-solve and prioritize will be key to your success.

Join a company that values your contributions and offers a supportive and dynamic work environment. At Serco, you’ll gain access to career development opportunities, comprehensive training, and fantastic employee benefits. This isn’t just another job—it’s a chance to make a real impact. Plus, there will be overtime opportunities that offer an uplifted pay for those willing to go the extra mile.

Your Responsibilities in Action

From handling urgent AIRE notifications to managing property allocations, bookings, and transport arrangements, you'll be the linchpin holding everything together. Ensuring vulnerable individuals are placed in appropriate housing, coordinating transport logistics, and tracking essential maintenance and repairs will be a core part of your role. You'll liaise with landlords, contractors, and internal teams to keep operations running smoothly, all while meeting critical KPIs in a fast-paced, results-driven environment.

What We’re Looking For

We need someone who thrives under pressure and can work efficiently in a KPI-driven setting. The ideal candidate will have experience in an office or call centre environment, be IT-literate, and have strong MS Excel and ICT capabilities. If you're a problem-solver who can juggle multiple priorities without breaking a sweat, this role is for you. A UK driving licence is essential, as is the ability to travel occasionally across the UK. Security clearance at Counter Terrorism Check level and Criminal Record Bureau checks will be required.

Essential skills

•  Professional call-handling
•  Sound judgement
• Stakeholder management
•  MS Teams/Excel competence
• Punctual

Desirable

•  Property/repairs/helpdesk background
• Experience with vulnerable customers

Why Serco?

A place you can make an impact  - With approximately 20,000 asylum seekers and more than 5,000 properties you’ll be delivering an essential service that touch people’s lives.

A place you can count on  - 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.

A place for you  - 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

• Pension: Up to 6% contributory pension scheme.

• Chance to contribute to innovation in the Immigration sector
• A company passionate about diversity and inclusion
• Training and progression opportunities into a Team Leader

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.

Apply

Please click on the apply button to be taken to our careers website

Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. 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.

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. We’re a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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