{"id":2173035,"url":"https://alion.io/job/serco-contact-centre-manager","title":"Contact Centre Manager","company":{"id":1779743,"name":"Serco","domain":"serco.com","url":"https://alion.io/company/serco-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Solihull, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":45000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":59472},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T00:00:00Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-16T20:52:42Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Contact Centre Manager (Weekends and Evenings)\nLocation: National Recruitment Centre, Solihull\nSalary: £45,000 plus excellent benefits\nSchedule: Hybrid working with weekend shifts and three days per week in the office. Shifts are typically 11:30am to 8:00pm on a rotational basis, with weekend shifts included. This is a 5 out of 7 days working pattern.\nReady to impact a better future?\nAs the Contact Centre Manager in our Armed Forces Recruitment Service (AFRS) team, you'll lead evening and weekend contact centre operations, ensuring exceptional service delivery, strong operational performance and a positive experience for candidates throughout their recruitment journey. You'll provide leadership to Team Managers, oversee service standards and act as a key escalation point across the operation.\nOur work touches lives, and this role plays an important part in helping people take the first step towards a career in the Armed Forces. By leading high-performing teams and driving continuous improvement, you'll create impactful solutions that support candidates, build trust with our client and deliver a positive impact on communities. You will play a vital role in delivering a service that supports future talent and makes a meaningful difference every day.\nWhat you'll do as a Contact Centre Manager\nLead and manage weekend and evening contact centre operations, ensuring services are delivered safely, efficiently and in line with contractual requirements.\nProvide leadership, coaching and support to Team Managers, helping teams achieve quality, customer service and performance targets.\nAct as the primary escalation point for operational issues and deputise for the Senior Operations Manager when required.\nMonitor and drive performance against service level agreements (SLAs), key performance indicators (KPIs) and customer service standards.\nBuild strong relationships with clients and internal stakeholders to support effective service delivery and continuous improvement.\nChampion a culture of innovation, engagement, inclusion and excellent customer service across the operation.\nDoes this sound like you?\nExperience managing contact centre or customer service operations, including front and back-office environments - minimum 5 years’ experience desirable.\nProven ability to lead, motivate and develop high-performing teams.\nStrong communication and stakeholder management skills, with the ability to build trust and influence others.\nExperience managing operational performance through service level agreements, key performance indicators and quality measures.\nA minimum of A Level qualifications or significant equivalent experience within a customer service environment.\nAble to obtain and maintain the required security clearance for the role.\nWhat we offer\n25 days’ holiday plus bank holidays (and the option to buy up to five additional leave days each year)\nUp to 6% contributory pension scheme\nOver 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.\nEmployee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service\nDiscounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel\nPaid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity\nOur employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.\nVetting and checks:\nThis 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.\nLet’s impact a better future, together. Apply today.\nA little bit about us:\nAt Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.\nOur inclusive recruitment commitment:\nWe prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.\nGuaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.\n Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).\nFor support with your application, please contact .\nLet’s impact a better future, together. 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