Operational Support Officer

Overview

Serco Limited.

Location:

Warrington / Hybrid (home and office-based). Salary: £25,833 (60.00 pro rata).

Hours:

Part time - 20 hours per week, various shifts available over 7 days starting from 6pm. At Serco, we help keep the public safe through our Electronic Monitoring Services (EMS) contract with the Ministry of Justice.

• Handle incoming and outgoing calls from subjects, agencies, and other stakeholders, sometimes to individuals in distress or crisis.
• Relay and record accurate information from calls into our systems.
• Liaise with internal teams and external agencies such as the Police, Probation, and Courts.
• Monitor and action email queries, ensuring timely responses.
• Escalate welfare or safeguarding concerns appropriately.

• Excellent communication and listening skills, with a calm and empathetic approach.
• Experience working in a customer-facing or contact centre environment.
• Confidence handling difficult or sensitive conversations.
• Ability to multitask and remain professional under pressure.
• IT literacy and strong attention to detail when updating systems and records.
• This role suits someone with strong people skills who thrives on making a difference and ensuring every interaction is handled with care, compassion, and accuracy.

All offers of employment are subject to Baseline Personnel Standard Security vetting (which includes right to work/identity checks, a basic criminal record check and verification of the last 3 years of employment or academic activity). In addition to this, upon starting you will also be required to pass Counter Terrorism Clearance (CTC), which requires candidates to have lived in the UK only for the last 3 years.

Proud member of the Disability Confident employer scheme.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).