Operational Control Centre Controller in Gloucester

Contract Type: Full Time

Location: Gloucester

Salary: £35,000 per annum plus benefits

Schedule: Rota basis including evening, night shifts and weekends; typically, 12‑hour shifts, 4 out of 7 days per week, with flexible working options available.

Ready to impact a better future? As an OCC Controller in our Justice and Immigration team, you’ll play a vital role in helping us deliver end‑to‑end operational support for the Prisoner Escort and Custody Services (PECS) contract. You’ll work closely with colleagues across the South of England region to plan, coordinate and monitor high‑stakes movements, ensuring safety, welfare and compliance at every step. Your work will directly support our colleagues and customers, helping us deliver a safe, trusted and reliable service around the clock. This is a role where your decisions matter.

What you’ll do as an OCC Controller:

• Lead and support operational processes that contribute to overall contract delivery and performance across adult and CYP services.
• Plan and schedule PECS resources to transport custodies in line with CSOP, SOP and contractual performance targets, including timely delivery to court, collections, late returns, lockouts and Inter‑Prison Transfers.
• Make planning decisions that always prioritise crew and custody welfare.
• Ensure the appropriate and efficient use of resources, including fleet, crew hours, breaks and driving requirements.
• Communicate effectively with key internal and external stakeholders including HMCTS, HMPPS, custody suites, prisons, PMU and vehicle bases.
• Build relationships rooted in integrity, transparency and trust.
• Make defensible, logical decisions to resolve operational problems.
• Work calmly and effectively when handling unpredictable or challenging workloads.
• Ensure operational activity complies with Health and Safety Group Operating Standards.
• Promote a positive working environment and contribute to continuous improvement initiatives.
• Support and train colleagues where required.

Does this sound like you? We also welcome applications from people with experience in the military, blue‑light services, or call centre and control‑room environments. If you’ve worked in fast‑paced, high‑pressure settings where clear communication, quick decision‑making and calm under pressure are essential, you’ll bring valuable strengths to this role. Your ability to manage complex information, prioritise effectively and support others in dynamic situations will be a real asset to our Operational Control Centre team.

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

• Excellent verbal and written communication skills, interpersonal capability and problem‑solving skills.
• Strong IT skills and confidence working with multiple systems in a data‑driven environment.
• The ability to manage duty‑of‑care requirements for vulnerable individuals in sensitive and secure environments.

Vetting and checks: An Enhanced DBS check is required for this role. This includes spent and unspent convictions, cautions, and any relevant information held by local police, in accordance with the Rehabilitation of Offenders Act and safeguarding requirements. You will also complete an Occupational Health Questionnaire to allow us to provide any support needed for you to succeed in the role.

Discover all you need to keep growing. We’re one of the top 1% of international employers, so you can have confidence 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.

What we offer:

• Holidays: 25 days plus bank holidays (and the option to buy up to five additional leave days each year).
• Pension: Up to 6% contributory pension scheme.
• Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities and a focus on internal progression.
• Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco‑managed leisure centres, and 24/7 virtual GP service.
• Discounts: Savings across around 1,000 retailers, from food and clothing to entertainment and travel.
• Charity: Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, and the option to donate pennies to the Serco People Fund Charity.
• Employee networks: Our networks support inclusion and belonging, representing LGBTQIA+ colleagues, women, parents and carers, people with disabilities, veterans and culturally diverse colleagues.

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. 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 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. 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).