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Administrative Support Team Leader

Please Note: The application deadline for this job has now passed.

Job Introduction

Serco is a specialist at delivering vital services on behalf of European, National and Local Governments.

Serco Europe employs a large workforce in Belgium, Luxembourg, France, Switzerland, Germany, Holland, Spain, Italy and the UK.

Our European operations have ca. 2,000 employees delivering critical services to public institutions throughout Europe.

In preparation for a Contract Award we are looking to source an Administrative Team Leaderto work on our prestige customer site in central Frankfurt, Germany.

Role Responsibility

Main Responsibilities:

  • Responsibility for administrative elements of the client environment Deputy for the Team Leader as required
  • Responsible for email communications quality check
  • Preparation of working rules on telephone etiquette
  • Preparation of working rules on e-mail communications (standard answers, style to use)
  • Coaching of Service Desk Telephone Operators on telephone skills
  • Coaching of Service Desk Telephone Operators on e-mail rules and styles
  • Preparation of Monthly and Flash reports as required for Team Leader
  • Management of Soft Skill Training portfolio
  • Execution (when required) of all Tasks defined in Daily Tasks

The Ideal Candidate


  • Ability to work in fast paced, rapidly changing environment and a STRONG desire to learn.
  • The Administrative Team Leader should have experience of managing a team within a service desk environment and it is important that you are able to lead by example.
  • Minimum 5 years of relevant experience in a similar position with staff responsibility (including coaching, reporting and management skills) ;
  • experience within a Service desk/call centre/ contact centre environment is an advantage;
  • knowledge of Ticket systems, CRM systems or CAFM software an advantage;
  • knowledge of Switchboard systems an advantage;
  • knowledge of MS Office (Outlook, Word, Excel);
  • Very good communication and diplomacy skills;
  • English skills level C1 - fluent
  • German skills level C1 fluent
  • French skills level C1 - fluent


Higher education or proven experience in a similar environment.



Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization.

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

You may submit a written request revoking your consent to this agreement at any time.

Package Description

Full details on application

Relocation assistance provided,(if applicable).

About the Company

Serco is one of the worlds largest providers of public services to Governments employing over 50,000 people in over 20 countries In Belgium and Luxembourg we work closely with the European Institutions providing crucial Services with over 220 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to peoples lives and to your community and country.

As a business which delivers front-line public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

What connects the ever growing Serco workforce is a passion for delivering great service To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.

Serco European Agencies

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