{"id":4071737,"url":"https://alion.io/job/serco-contact-centre-team-leader","title":"Contact Centre Team Leader","company":{"id":1779743,"name":"Serco","domain":"serco.com","url":"https://alion.io/company/serco-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":30,"ghost_share":0,"stale_share":0.033,"repost_share":0.033,"time_to_fill_p50_days":20,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bristol, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":38000,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":50606},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-11T13:43:04Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T13:43:04Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Contact Centre Team Leader\nBristol\nSalary: £38,000pa\nPermanent\nFull Time - 37.5 hours worked on a range of shift patterns covering 8am-8pm Monday- Friday. Saturday covering 9am-5pm on a rotational basis\nDo you have great leadership skills, and substantial experience delivering brilliant customer service by phone? Are you looking for a role where you can make a real impact?\nAt Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for a Contact Centre Team Leader to join us at our brand-new office in Bristol.\nHere you’ll lead a team of Contact Centre Advisors, providing support to the team and customers as needed too. You’ll oversee and manage work requirements, monitoring call levels and ensuring KPIs and targets are met across the board.\nWe’re dedicated to impacting a better future for the communities we serve. And our extensive experience working with DWP and supporting case management services across the globe are just some of the ways we achieve that.\nKey Accountabilities\nManage performance, absences, career development, employee engagement and any disciplinary and/or grievance matters arising in the team.\nManage employee resource to ensure deadlines and targets are met within agreed timeframes.\nOptimise use of medical, administrative, accommodation and IT resources so that examination appointments can be scheduled in line with targets.\nProduce and utilise statistical data and work management reports to effectively manage workloads.\nProvide performance reports/data as required.\nBuild and maintain positive customer relationships.\nManage multiple teams with a variety of job content and performance targets.\nWhat are we looking for?\nExtensive customer service experience in a contact centre environment.\nAbility to develop good relationships with customers and colleagues.\nAbility to organise and prioritise work effectively.\nAbility to work flexibly as needed is required due to the demanding nature of the role.\nAbility to challenge conventional ideas and persuade people to engage with new processes or developments to achieve business objectives.\nDesirable: Experience in managing a team / being a team leader - we will consider applicants without management experience who possess substantial contact centre experience.\nAll candidates will be required to pass a BPSS check which will involve a full DBS check and references.\nWhat we offer:\nUp to 6% contributory pension scheme \nFree parking on site / 5-minute walk from public transport links\nA range of benefits to support the health and wellbeing of you and your familysuch as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more\nAccess to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts. \nA fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.\nProfessional and personal development opportunities, including training and coaching opportunities to help you grow in your career. \nOur inclusive recruitment commitment:\nWe prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, 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\nBan 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 ","description_format":"text","description_chars":4025,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Facilities Management","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-11T13:43:04Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-11-11T14:52:45Z"},"pay":{"stated_usd_annual":50606,"is_top_pay":false},"html_url":"https://alion.io/job/serco-contact-centre-team-leader","json_url":"https://alion.io/job/serco-contact-centre-team-leader.json","meta":{"generated_at":"2026-11-11T14:52:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27555,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1779743},"rest":"https://alion.io/mcp/rest/get_company?id=1779743"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fserco-contact-centre-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fserco-contact-centre-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fserco-contact-centre-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/serco-contact-centre-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fserco-contact-centre-team-leader"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4071737}},{"tool":"search_jobs","arguments":{"company":"serco.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4071737},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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