Work Force Management Service Delivery Co-Ordinator

Location: Home based

Salary: Competitive salary plus excellent benefits

Schedule: Monday- Friday 9am-5pm - 40 hours per week

Ready to impact a better future? As a Workforce Management Service Delivery Co‑ordinator in our Justice and Immigration team, you will help ensure our services are planned, resourced and delivered with precision. Your work will directly support colleagues on the ground, enabling them to deliver essential services that touch lives every day. This role gives you space to create impactful solutions through effective planning, data-driven decision making and trusted collaboration. You will play a crucial part in shaping workforce plans that help our teams perform at their best and support a positive impact on communities.

What you’ll do:

• Plan approved business requirements so service delivery is effectively underpinned.
• Review demand and capacity profiles with Contract Management teams and identify adjustments as needed.
• Use workforce management data and insight to support operational decision making.
• Collaborate with colleagues across Justice and Immigration, providing both remote and on-site support.
• Adopt and uphold agreed Workforce Management Standard Operating Procedures.
• Ensure optimal utilisation of available resources in order to deliver agreed operational objectives.
• Maintain operational schedules ensuring alignment with agreed requirements.
• Publish accurate schedules in line with agreed timescales, applying rostering rules and considering availability, locations and planned activities.
• Identify over- and under-resourcing and create plans to address gaps.
• Manage employee change requests and on-the-day resourcing adjustments.
• Analyse reports and share actionable insight, including adherence, coverage gaps and absence trends.
• Track technical issues and ensure timely resolution where WFM systems or data are impacted.

Does this sound like you? You will be a great fit for this role if you have:

• Experience in the full workforce management cycle including rostering and short term operational resourcing management.
• Experience of service delivery.
• Strong understanding of best practice workforce planning and how to apply it.
• Analytical skills to interpret data and communicate insight with clarity.
• Ability to build trusted working relationships across teams and functions.
• Knowledge of HR, Training and Payroll processes and the wider operational environment.
• Understanding of relevant legislation such as the Working Time Directive, National Minimum Wage and Data Protection.
• Familiarity with the WFM Operating Model, end-to-end WFM processes and system architecture.

Vetting and checks: This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

Discover all you need to keep growing: We are one of the top 1% of international employers, so you can have confidence you will 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 are 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 (including L3 Team Leader and L5 Operations Manager 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 access to a virtual GP service
• Discounts: Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Charity: Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Employee networks: Our networks support inclusion and connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including LGBTQIA+ employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds.

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