OOH Shift Team Leader | Service Delivery | Serco – AASC Contract
Working Hours: Working hours: Full-Time, 37.5 hours per week. Monday-Thursday office based, Friday-Sunday work from home.
3-week rota which includes 12 hours shifts. 2 weekends out of 3 (days, nights, off as 1 weekend on days, 1 weekend on nights and 1 weekend off)
Do you thrive under pressure, lead from the front, and have a passion for operational excellence? We’re looking for an experienced Shift Team Leader to take charge of our Out-of-Hours (OOH) team—driving high standards, solving complex challenges, and making a real impact every single shift.
This is your opportunity to play a pivotal role in ensuring essential services are delivered to some of the UK’s most vulnerable individuals, in partnership with UK Visas & Immigration (UKV&I).
What You'll Be Leading On
As a key figure in our Service Delivery Centre, you’ll manage a high-performing team of 4 OOH Coordinators, ensuring 24/7 operations continue to run smoothly and in line with contractual performance targets. You’ll guide, support, and be the go-to expert on all things related to accommodation, transport, maintenance, and reporting.
Key Responsibilities
As the Out-of-Hours Shift Team Leader, you’ll be responsible for overseeing a team of four high-performing OOH Coordinators, providing day-to-day leadership, operational support, and ensuring consistent decision-making that aligns with contractual standards. You’ll assist the Service Delivery Manager with team planning, holiday coordination, and escalations while maintaining high morale and driving continuous improvement.
You'll coordinate critical service areas including accommodation, transport, and repairs. This involves managing AIRE notifications and allocations within contractual timeframes, ensuring vulnerable service users are placed in appropriate housing, and liaising with internal and external stakeholders to keep operations moving efficiently.
Transport responsibilities include scheduling service user movements, working closely with sub-contractors to deliver a compliant and reliable service, and ensuring the customer portal is regularly monitored and updated to meet KPIs.
In terms of property and maintenance, you’ll manage repair requests from start to finish, ensuring works are correctly categorised, prioritised, and completed within deadline. You'll also ensure property certifications are accurate and in date, liaising with landlords, contractors, and housing teams to maintain legal compliance and safety.
Finally, you’ll ensure that IT systems and visual management boards are kept up to date, and produce clear, timely reports to support performance tracking and operational transparency across the Service Delivery Centre.
Why This Role?
Make a real impact in supporting vulnerable communities across the UK.
Lead a dynamic and dedicated team in a vital Out-of-Hours operation.
Be part of a respected, mission-driven organisation delivering public services that matter.
Develop your career within Serco—a global leader in service excellence.
Why Serco
A place you can make an impact - The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives.
A place you can count on - Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.
A place for you - We are a motivated team who will encourage you and help you to succeed within a supportive and safe culture.
What we offer Band 6 Pension – up to 6% Employee Assistance Programme Chance to contribute to innovation in the public services A company passionate about diversity and inclusion A Serco benefits portal offering a wide range of discounts for major high street brands in Retail, Leisure & Hospitality A safe and supportive culture A company passionate about diversity and inclusion
Choose Serco for the opportunity to work with a company that prioritizes the betterment of people's lives and the provision of quality accommodation for those in need.
#aasccareers
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 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.
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