Team Manager
| Posting date: | 18 July 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £24000-28500 per annum |
| Hours: | Full time |
| Closing date: | 17 August 2025 |
| Location: | Homebased, Homebased |
| Company: | Serco Limited |
| Job type: | Temporary |
| Job reference: | 303694-43532488 |
Summary
Serco Limited
Team Manager – 18 Month Fixed Contract
Full Time – Home Based
Salary – Team Manager salary plus Serco Benefits.
Ready to make an impact?
As a Team Leader in our Customer Services team, you’ll lead and support a team of Customer Advisors, driving high performance and quality to ensure efficient service delivery. Your work will make a direct impact by optimising resources, improving customer outcomes, and supporting client relationships.
You’ll be entrusted to:
- Deliver an efficient and effective service for the end customer and our client.
- Manage a team of Call Advisers including sickness, attendance, performance, quality and development management at an individual and team basis.
- Continuous monitoring of agent activity to ensure maximum productivity is achieved.
- Ensure services are managed to meet KPI standards in all areas on a strategic and daily real time basis, including but not exclusively AHT, time to answer, wrap, break adherence, lateness and training targets.
- Coach and development of advisers in line with Customer Service Quality Framework and KPI’s.
- Support the training team with training needs and training delivery
- Manage new starters
- First line technical support
Does this sound like you?You’ll be a great fit for this role if you have…
- Excellent people management skills
- Effective communication at all levels
- Self-motivation
- Commercial awareness
- Ability to lead and work as part of a team, support colleagues and promote excellent team spirit
- Ability to plan and organise time and tasks effectively
- Expertise in the use of a PC with experience of Microsoft Office
- Performance focused with a desire to deliver an excellent customer service
Discover all you need to keep growingHere 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.
Because this is a place for youOur people are integral to everything we do. That’s why our benefits are designed to put you first:
- Salary: Competitive salaries with annual reviews.
- Pension: Up to 6% contributory pension scheme.
- Holidays: 25 days' annual leave plus bank holidays.
- Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
- Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
- Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
- ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
- Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
- Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.
Team Manager – 18 Month Fixed Contract
Full Time – Home Based
Salary – Team Manager salary plus Serco Benefits.
Ready to make an impact?
As a Team Leader in our Customer Services team, you’ll lead and support a team of Customer Advisors, driving high performance and quality to ensure efficient service delivery. Your work will make a direct impact by optimising resources, improving customer outcomes, and supporting client relationships.
You’ll be entrusted to:
- Deliver an efficient and effective service for the end customer and our client.
- Manage a team of Call Advisers including sickness, attendance, performance, quality and development management at an individual and team basis.
- Continuous monitoring of agent activity to ensure maximum productivity is achieved.
- Ensure services are managed to meet KPI standards in all areas on a strategic and daily real time basis, including but not exclusively AHT, time to answer, wrap, break adherence, lateness and training targets.
- Coach and development of advisers in line with Customer Service Quality Framework and KPI’s.
- Support the training team with training needs and training delivery
- Manage new starters
- First line technical support
Does this sound like you?You’ll be a great fit for this role if you have…
- Excellent people management skills
- Effective communication at all levels
- Self-motivation
- Commercial awareness
- Ability to lead and work as part of a team, support colleagues and promote excellent team spirit
- Ability to plan and organise time and tasks effectively
- Expertise in the use of a PC with experience of Microsoft Office
- Performance focused with a desire to deliver an excellent customer service
Discover all you need to keep growingHere 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.
Because this is a place for youOur people are integral to everything we do. That’s why our benefits are designed to put you first:
- Salary: Competitive salaries with annual reviews.
- Pension: Up to 6% contributory pension scheme.
- Holidays: 25 days' annual leave plus bank holidays.
- Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
- Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
- Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
- ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
- Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
- Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.