The Operational Support Officer (OSO) role is the first point of contact delivering a professional and high quality customer service on behalf of Serco and its clients’ working collaboratively with the Monitoring Centre and Field Teams in order to meet all agreed targets and deadlines. This could include dealing with customer/ client/ 3 rd party contacts, casework and complaints within agreed services levels across multiple contact channels. The individual will need to use their own initiative as well as follow established procedures, processes, legislation and systems to source information to provide a resolution for the customer. The role may also involve initiating contact with individuals within the client’s organisation or other 3 rd parties in order to perform their job. Central House Norwich Way Kirkby Monday – Sunday cover 8 Hour shifts Work 5 days a week over 7 days on a rota Will be expected to work on site for the first 4-6 weeks with potential to move to Hybrid Working. What you’ll need to do the role Respond to inbound calls and resolve customer contacts in a professional and timely manner and in line with associated processes and procedures. Record information on contacts as and when required and maintain accurate records and systems. Manage and protect all customer information, this includes sensitive information in accordance with the relevant legislation. Resolve all dissatisfaction during the first point of contact wherever possible. Experience of Outlook, Word, Excel as there is an element of back-office tasks. Essential knowledge for the role: Ability to communicate both verbally and written. Ability to work as part of a team, support colleagues and promote excellent team spirit. Ability to plan and organise time and tasks effectively. Basic knowledge and understanding of a PC with preferable experience of using office automation tools such as outlook, word, Microsoft Teams. Must pass appropriate clearance for the role Must meet the training and development requirements of the job role. Performance focused with a desire to deliver an excellent customer service. A desire and commitment to achieving results and targets Why Serco Great people - You only have to spend a few moments in our centres to realise that we have a special people-driven culture. Our diverse and caring workforce supports the public and each other. A world of opportunities - With over 1,000 people across various sites, Serco is one of the leading public sector providers of customer services. Many of our temp workers take up permanent positions and go onwards and upwards within our business – whilst many others are happy with a temp role that fits around your lifestyle. Meaningful and vital work - The nature of our business means you will do interesting work that matters, and as one of the first ports of call for people looking to access public services, you’ll be a true front line worker.