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For Companies At a Glance
- Tasks: Lead a team ensuring smooth out-of-hours operations and high service standards.
- Company: Join Serco, a global leader in delivering essential public services.
- Benefits: Enjoy flexible working, a supportive culture, and discounts on major brands.
- Why this job: Make a real impact supporting vulnerable communities while developing your career.
- Qualifications: Experience in leadership and operational excellence is essential.
- Other info: Hybrid work structure with opportunities for personal growth and diversity.
The predicted salary is between 30000 - 42000 £ per year.
Lead the Charge in Out-of-Hours Excellence!
OOH Shift Team Leader | Service Delivery | Serco – AASC Contract
Working Hours: Working hours: Full-Time, .5 hours per week. Monday-Thursday office based, Friday-Sunday work from home.
3-week rota which includes hours shifts. 2 weekends out of 3 (days, nights, off as 1 weekend on days, 1 weekend on nights and 1 weekend off)
Do you thrive under pressure, lead from the front, and have a passion for operational excellence? We’re looking for an experienced Shift Team Leader to take charge of our Out-of-Hours (OOH) team—driving high standards, solving complex challenges, and making a real impact every single shift.
This is your opportunity to play a pivotal role in ensuring essential services are delivered to some of the UK’s most vulnerable individuals, in partnership with UK Visas & Immigration (UKV&I).
What You\’ll Be Leading On
As a key figure in our Service Delivery Centre, you’ll manage a high-performing team of 4 OOH Coordinators, ensuring /7 operations continue to run smoothly and in line with contractual performance targets. You’ll guide, support, and be the go-to expert on all things related to accommodation, transport, maintenance, and reporting.
Key Responsibilities
As the Out-of-Hours Shift Team Leader, you’ll be responsible for overseeing a team of four high-performing OOH Coordinators, providing day-to-day leadership, operational support, and ensuring consistent decision-making that aligns with contractual standards. You’ll assist the Service Delivery Manager with team planning, holiday coordination, and escalations while maintaining high morale and driving continuous improvement.
You\’ll coordinate critical service areas including accommodation, transport, and repairs. This involves managing AIRE notifications and allocations within contractual timeframes, ensuring vulnerable service users are placed in appropriate housing, and liaising with internal and external stakeholders to keep operations moving efficiently.
Transport responsibilities include scheduling service user movements, working closely with sub-contractors to deliver a compliant and reliable service, and ensuring the customer portal is regularly monitored and updated to meet KPIs.
In terms of property and maintenance, you’ll manage repair requests from start to finish, ensuring works are correctly categorised, prioritised, and completed within deadline. You\’ll also ensure property certifications are accurate and in date, liaising with landlords, contractors, and housing teams to maintain legal compliance and safety.
Finally, you’ll ensure that IT systems and visual management boards are kept up to date, and produce clear, timely reports to support performance tracking and operational transparency across the Service Delivery Centre.
Why This Role?
Make a real impact in supporting vulnerable communities across the UK.
Lead a dynamic and dedicated team in a vital Out-of-Hours operation.
Be part of a respected, mission-driven organisation delivering public services that matter.
Develop your career within Serco—a global leader in service excellence.
Why Serco
A place you can make an impact – The nature of our business means you will do interesting work that matters – delivering essential services 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 within a supportive and safe culture.
What we offer
Choose Serco for the opportunity to work with a company that prioritizes the betterment of people\’s lives and the provision of quality accommodation for those in need.
#aasccareers
OOH Shift Team Leader employer: Serco
Contact Detail:
Serco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land OOH Shift Team Leader
✨Tip Number 1
Familiarise yourself with Serco's mission and values. Understanding what drives the company will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Highlight your leadership experience in high-pressure environments. Be ready to share specific examples of how you've successfully managed teams and resolved conflicts, as this role requires strong leadership skills.
✨Tip Number 3
Research the Out-of-Hours service delivery model. Knowing the intricacies of how OOH operations function will allow you to speak confidently about your ability to manage and improve these processes.
✨Tip Number 4
Prepare to discuss your experience with stakeholder management. This role involves liaising with various internal and external parties, so demonstrating your ability to build relationships will be crucial.
We think you need these skills to ace OOH Shift Team Leader
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the OOH Shift Team Leader position. Understand the key responsibilities and required skills, such as leadership, operational excellence, and experience in service delivery.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the job requirements. Emphasise your leadership roles, problem-solving abilities, and any experience in managing teams or operations, particularly in high-pressure environments.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for operational excellence and your ability to lead a team. Use specific examples from your past experiences that demonstrate how you have successfully managed similar responsibilities.
Highlight Your Impact: In both your CV and cover letter, focus on the impact you've made in previous roles. Use metrics or specific outcomes to illustrate how your leadership has improved team performance or service delivery.
How to prepare for a job interview at Serco
✨Show Your Leadership Skills
As a Shift Team Leader, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, especially in high-pressure situations. Highlight your approach to motivating team members and maintaining morale.
✨Understand the Role's Responsibilities
Familiarise yourself with the key responsibilities outlined in the job description. Be ready to discuss how your experience aligns with managing accommodation, transport, and maintenance operations. This shows that you are serious about the role and understand its demands.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of specific instances where you've had to make quick decisions or resolve conflicts. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Research Serco's Values and Mission
Understanding Serco's commitment to public service and community support will help you connect your personal values with the company's mission. Be prepared to discuss why you want to work for Serco and how you can contribute to their goals.
