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- Tasks: Support individuals and agencies with sensitive cases through calls and emails.
- Company: Join Serco, a leader in public safety and rehabilitation services.
- Benefits: Flexible 20-hour work week with various shifts available.
- Why this job: Make a real difference in people's lives while keeping communities safe.
- Qualifications: Strong communication skills and experience in customer service required.
- Other info: Be part of a compassionate team dedicated to positive change.
The predicted salary is between 10 - 13 £ per hour.
20 hours per week, various shifts available over 7 days starting from 6pm. 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 are 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.
Responsibilities:- 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.
- 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 is helping people make positive changes while keeping communities safe.
Additional Information: All offers of employment are subject to Baseline Personnel Standard Security vetting (which includes right to work/identity checks, a basic criminal record check and verification of the last 3 years of employment or academic activity). In addition to this, upon starting you will also be required to pass Counter Terrorism Clearance (CTC), which requires candidates to have lived in the UK only for the last 3 years.
Operational Support Officer 1 employer: Serco Group plc
Contact Detail:
Serco Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operational Support Officer 1
✨Tip Number 1
Make sure you research Serco and the role of Operational Support Officer. Knowing the ins and outs of what we do will help you stand out in interviews. Show us that you’re genuinely interested in supporting individuals and communities.
✨Tip Number 2
Practice your communication skills! Since this role involves handling sensitive conversations, it’s crucial to demonstrate your empathy and professionalism. Try role-playing with a friend or family member to get comfortable with difficult scenarios.
✨Tip Number 3
Don’t underestimate the power of networking. Reach out to current or former employees on LinkedIn to gain insights about the company culture and the role. They might even give you tips that could help you during the interview process!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us that you’re proactive and serious about joining our team at Serco.
We think you need these skills to ace Operational Support Officer 1
Some tips for your application 🫡
Show Your Compassion: In your application, let us see your compassionate side! Share experiences where you've supported others, especially in tough situations. This role is all about empathy, so make sure we feel that in your words.
Be Clear and Concise: When filling out your application, keep it straightforward. We love detail, but don’t ramble! Make sure your points are clear and relevant to the role. Remember, we’re looking for strong communication skills!
Highlight Relevant Experience: Got experience in customer service or a contact centre? Perfect! Make sure to highlight that in your application. We want to know how your past roles have prepared you for handling sensitive conversations and multitasking under pressure.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at Serco Group plc
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of an Operational Support Officer. Familiarise yourself with the Electronic Monitoring Services and how they support rehabilitation. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Empathy
Given the sensitive nature of the role, it's crucial to demonstrate your compassionate side. Prepare examples from your past experiences where you've successfully handled difficult conversations or supported individuals in distress. This will highlight your ability to connect with people and provide the necessary support.
✨Practice Active Listening
During the interview, practice active listening. This means not just hearing the questions but truly understanding them. Respond thoughtfully and ask clarifying questions if needed. This skill is vital for the role, as you'll be dealing with various stakeholders and need to ensure accurate information is relayed.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle pressure. Think of situations where you've had to multitask or manage urgent requests. Practising these scenarios will help you articulate your thought process and decision-making skills effectively during the interview.
