Field Service First Line Manager

Serco Group Plc; Metropolitan Borough of Solihull; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Company car

Pension scheme

Training opportunities

Employee Assistance Programme

Retail discounts

Volunteer day

Job summary

Serco Group plc is seeking a Field Service First Line Manager for Electronic Monitoring Services. You will lead Field Monitoring colleagues, drive performance, ensure contractual compliance and improve service quality across England and Wales.

You’ll manage rosters, performance reviews and coaching while using data to identify improvements and support a high-performing team in a purpose-driven public-service context.

Qualifications

• Proven people management experience leading frontline teams.
• Strong communication and interpersonal skills.
• Excellent organizational and time-management abilities.
• Experience using data to drive improvements and monitor SLAs.

Responsibilities

• Lead and support Field Monitoring colleagues, promoting engagement and high performance.
• Ensure operational procedures and contractual compliance.
• Conduct 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 per company policy.
• Use data analysis to identify improvement opportunities and reduce SLA failures.

Skills

People management

Leadership

Communication

Organised

Data analysis

Driving licence

Education

Management qualification

Job description

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

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

Benefits

• 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.