Duty Manager – Customer Service Centre Location: The Forge, Stevenage Salary: £30,163.01 Working Hours: Monday – Friday (08:30 – 17:30), Saturday (10:00 – 14:00) Are you a proactive leader with a passion for customer service and operational excellence? Join Serco as a Duty Manager at our Customer Service Centre (CSC) and play a key role in ensuring efficient service delivery and resource management. Key Responsibilities: Oversee daily operational floor management, ensuring efficient resource allocation and adherence to KPIs. Monitor real-time performance, identify trends, and provide operational insights to enhance service delivery. Lead daily performance meetings (RAP pack) and collaborate with stakeholders to drive continuous improvement. Manage workforce systems, including scheduling, shift adjustments, and adherence tracking. Handle short-notice resource impacts such as emergency leave requests. Communicate effectively with senior management and frontline teams to optimise efficiency. What We’re Looking For: Experience in a customer contact environment, including workforce management and staff optimisation. Strong leadership skills with the confidence to make data-driven decisions. Excellent communication abilities to engage with stakeholders at all levels. Organisational and problem-solving skills to manage multiple tasks effectively. Ability to work under pressure in a fast-paced environment. Proficiency in Microsoft Office applications (Excel, Word, Outlook). Why Join Serco? Work in a dynamic, customer-focused environment where your contributions make a real impact. Be part of a global organisation with opportunities for career growth and professional development. Competitive salary and benefits package. If you’re ready to take on a leadership role in a fast-paced setting, apply today. About Serco At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and InSerco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. Apply Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.