Serco Plc
ER Case Manager
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ER Case Manager Hybrid – attached to the Solihull office - Twice a week on site.
Full time, Permanent
£35-40k DOE
Here at Serco, we're looking for an experienced ER Case Manager to join our centralised team of specialists, providing pragmatic, proactive employee relations advice to circa 3,000 people managers across the UK. Working predominantly by telephone and email, you'll manage complex cases end to end and act as a trusted point of escalation — ensuring people management decisions stay firmly in line with employment law, case law and best practice.
As part of this you’ll:
- Provide pragmatic, proactive ER advice to Serco people managers across the full employee lifecycle — performance, disciplinary, grievance, absence, maternity/paternity and restructuring.
- Manage complex ER cases from beginning to resolution, ensuring complete query resolution and timely case closure.
- Act as a point of escalation for ER Advisors on more complex queries, providing day-to-day coaching as required.
- Analyse people-related metrics, data and trends to make recommendations to Business Partners, engaging in monthly calls with HRBPs.
- Support the delivery of redundancy consultations, restructures, organisational design and people transitions where required.
- Prepare documentation for employment tribunals and co-ordinate related activity, keeping stakeholders up to date.
- Ensure all activity is accurately logged on the People Services case management system and stored in line with Serco requirements.
- Provide effective advice to ensure people management policy and guidance remain in line with employment law, case law and best practice.
What you’ll need to do the role:
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- Excellent generalist/operational HR experience at HR Adviser or HR Business Partner level, or equivalent.
- Practical experience managing complex ER cases — including redundancies, restructures, disciplinary and grievance.
- An up-to-date understanding and application of UK employment law and HR best practice.
- Confidence coaching and influencing managers, with the credibility and negotiation skills to handle difficult conversations.
- A commercial, pragmatic approach, with sound judgement to make decisions and manage risk.
- A recognised HR qualification (CIPD or equivalent) preferred.
- Comfortable working self-sufficiently and remotely, with the flexibility to travel to sites on occasion as required.
Why Serco:
Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.
What we offer:
- Flexible working considered
- Pension – 6%
- Chance to contribute to innovation in the public services
- A company passionate about diversity and inclusion
- Serco discounts which include cinema, Merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
- A wealth of career development training to suit your future aspirations. These range from role-specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
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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).
For support with your application, please contact recruitmentuk@serco.com.
Let’s impact a better future, together. Apply today.
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