Field Service First Line Manager

Serco; Crown East; On-site; GBP 29,000 - 40,000; Full time

Benefits offered by this job

Company car

25 days holiday

Pension scheme

Internal training courses

Employee Assistance Programme

Job summary

Serco is seeking a Field Service First Line Manager to lead Field Monitoring teams across England and Wales. You will drive performance, quality, and continuous improvement while supporting colleagues to perform at their best.

The role includes managing rosters, leave, and compliance with BPSS and security checks. The position offers a company car, 25 days holidays plus bank holidays, and access to extensive internal training and wellbeing benefits.

Qualifications

• Proven track record of leading operational teams.
• Strong communication and relationship management skills.
• Experience with performance management, coaching and developing colleagues.
• Ability to use data to identify improvement opportunities and drive quality.

Responsibilities

• Lead and support Field Monitoring colleagues, promoting engagement and high performance.
• Ensure procedures are followed and contractual compliance is maintained.
• Manage employee performance through one-to-ones, appraisals, coaching and team meetings.
• Oversee workforce planning, rota management, annual leave and resource allocation.
• Manage absence, disciplinary and grievance processes as per company procedures.
• Use data analysis to identify improvement opportunities and reduce SLA failures.

Skills

People management

Leadership

Performance management

Communication

Analytical skills

Education

Management qualification

Job description

Location: East and West Midlands
Salary: £34,706.31 plus excellent benefits and company car
Schedule: 40 hours per week working on a shift rota basis, including days, nights, weekends, overnight stays and bank holidays. Operates across the hours of 10am–1am on a rotating roster pattern.
Ready to impact a better future?

As a Field Service First Line Manager in our Electronic Monitoring Services (EMS) team, you’ll provide leadership and management support to Field Monitoring colleagues, helping deliver a high-quality electronic monitoring service across England and Wales. You'll drive performance, quality, compliance and continuous improvement while supporting colleagues to perform at their best.
Electronic monitoring plays an important role in supporting rehabilitation and public safety. By leading frontline teams and creating impactful solutions to operational challenges, your work will have purpose and contribute to a positive impact on communities. You'll help build trust in an essential public service while creating headroom for people to grow and succeed.
What you’ll do as a Field Service First Line Manager

• Lead and support Field Monitoring colleagues, promoting positive engagement and high performance
• Ensure operational procedures are followed and contractual compliance is maintained
• Manage employee performance through regular one-to-ones, appraisals, coaching and team meetings
• Oversee workforce planning, rota management, annual leave and resource allocation
• Manage absence, disciplinary and grievance processes in line with company procedures
• Use data analysis to identify improvement opportunities, support quality standards and reduce service level agreement failures

Does this sound like you?

• Previous people management experience with a track record of leading operational teams
• Recognised management qualification or equivalent management experience
• Strong communication, interpersonal and relationship management skills
• Highly organised with excellent attention to detail and the ability to work under pressure
• Experience of performance management, coaching and developing colleagues
• Full UK driving licence with at least one year's driving experience

What We Offer

• 25 days’ holiday plus bank holidays
• Up to 6% contributory pension scheme
• A company car
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting And Checks

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.A Little Bit About Us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.Our Inclusive Recruitment Commitment

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).