OOH Shift Team Leader

Serco; Hatfield; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading global service provider is hiring an OOH Shift Team Leader to lead a dedicated team focused on delivering essential services to vulnerable communities across the UK. This full-time role involves managing operations related to accommodation, transport, and maintenance to ensure high standards and compliance with contractual obligations. The position also promises career development in a supportive environment, making a significant impact on service delivery.

Benefits

Pension – up to 6%

Employee Assistance Programme

Diversity and inclusion initiatives

Discounts through Serco benefits portal

Qualifications

• Experience in managing a high-performing team.
• Passion for solving complex challenges and driving standards.
• Ability to liaise with multiple stakeholders for operational efficiency.

Responsibilities

• Oversee a team of four OOH Coordinators.
• Coordinate critical service areas including accommodation and transport.
• Manage repair requests and ensure legal compliance.

Skills

Leadership

Operational excellence

Team management

Problem-solving

Job description

Lead the Charge in Out-of-Hours Excellence!

OOH Shift Team Leader | Service Delivery | Serco – AASC Contract

Working Hours

Full-Time, .5 hours per week. Monday-Thursday office based, Friday-Sunday work from home.

3-week rota which includes 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 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 unrivaled 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 prioritises the betterment of people's lives and the provision of quality accommodation for those in need.

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