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Team Leader Out of Hours - Lincolnshire County Council
Posting Start Date: 26 Mar 2025
Location: Lincoln, Lincolnshire, GB, LN1 1YS
Contract Type: Full Time
Post: Out of Hours Team Leader
Location: Lancaster House, Lincoln
Contract Type: 12-month Fixed Term Contract / Maternity Cover
Salary: £30,040
Serco is one of the leading public sector providers of customer services, working with central and local governments to provide customer-facing and back-office functions. We pride ourselves on a high-quality service, often supporting some of the most vulnerable people in our society – and as one of our Team Leaders you will support your Team to ensure that we continue to deliver this incredibly important work.
The Customer Service Centre is the First Point of Contact for many of Lincolnshire County Council's Services, our current vacancy is in our Out of Hours Service which delivers emergency services for Children's & Adults Social Care and District Councils.
The Opportunity
You will be responsible for a team of Customer Service Advisors, who will be delivering essential Out of Hours service on behalf of Lincolnshire County Council to the citizens of Lincolnshire. You will inspire and lead a skilled, versatile, and diverse team utilising your experience in managing performance and delivering suitable support, in a Customer Service Centre environment.
This is the perfect role for those who are looking to utilise their existing leadership skills in a dynamic role. Bring your enthusiasm, strong leadership ability and communication skills to this role to onboard with us at Serco.
You will be required to have a standard DBS check due to the nature of the calls that are received into this team.
Where will I work?
Our offices are based in Lincoln City Centre at Lancaster House, Orchard Street. This role is predominantly working from the office; however, home working opportunities are a possibility once you are fully trained and have settled into the role. The office is perfectly situated for travel via public transport.
What hours will I work?
Due to the nature of the role, you will need to be flexible with your work patterns.
The OOHs team operate between the hours of 17:00 to 08:00 Monday to Thursday and from 17:00 Friday to 08:00 Monday; the team also covers all Bank Holidays.
Your shift pattern will include working 5 out of 7 days a week, including weekends and a weekday shift, so you can share best practice with your peers, do admin tasks that need to be carried out within the daytime hours and catch up with your manager.
In addition to your salary, evening and weekend shifts have a 10% shift allowance, Bank Holidays are paid at double time, and as there is a requirement for a point of contact 24 hours, this means that there are daily standby shifts to cover, these are payable at a standard rate.
What training will I be given?
You will be given a full Serco Induction and relevant training aligned to your role and ongoing development.
What we offer:
* Starting salary £30,040 per annum
* Competitive pension scheme; matched up to 6% and Life Insurance
* Agile working opportunities
* 25 days annual leave in addition to bank holidays, plus the opportunity to buy up to an additional 5 days per annum
* Free car parking for staff in the OOHs team if you choose to drive
* Access to employee support services
* Inclusion in our Local Government Partnership Engagement activities throughout the year
* Serco discounts which include online shopping discounts, travel etc.
The chance to make a positive difference to public sector services in a company passionate about diversity and inclusion.
If you think this role would suit you, working to improve the lives of those who need it the most, please apply now and upload a copy of your CV and covering letter to register your interest for future roles.
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 In@Serco (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 Leaders and holders 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.
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