As a centralised shared services function, the Talent Acquisition team delivers as many as 6,500 new hires annually, recruiting for all permanent and fixed-term roles to support its diverse range of contracts. This scale of recruitment brings unique challenges, particularly in the Facilities Management (FM) sector.
Hard FM services roles, such as mechanical and electrical engineering, carpentry, plumbing, and gas engineering, often require specialised skills that are in short supply. Similarly, catering positions can be difficult to fill due to industry-wide talent shortages.
At Serco, we address these challenges head-on through robust learning and development initiatives, including apprenticeships for frontline trades. These programmes allow us to nurture talent internally, ensuring a pipeline of skilled professionals for the future.
More importantly, Serco champions inclusive recruitment practices, recognising the critical role diversity plays in strengthening our workforce and the communities we serve.
Championing inclusive recruitment
Serco’s inclusive recruitment ethos begins with training. Every employee with hiring responsibilities undergoes unconscious bias training and participates in inclusive recruitment programmes. These initiatives are integral to our learning management system and ensure a fair and equitable recruitment process across the board.
We operate guaranteed interview schemes for candidates with disabilities and individuals with unspent criminal convictions. While strict screening processes remain for ex-offenders whenever needed, we aim to offer opportunities that help them rebuild their lives and reduce reoffending. Building on this approach, we’re also launching a new initiative to guarantee interviews for veterans.
Inclusivity extends to the interview stage, where we ask candidates about any adjustments or special support they may need. Whether it’s providing a sign language interpreter for candidates with hearing impairments or adapting assessment processes for neurodivergent candidates – giving extra interview time or more practical skills assessments – we are committed to creating a level playing field for all applicants.
Leveraging networks and technology
To support our applicants, Serco has established six colleague networks focusing on disability, parenting and caregiving, LGBTQ inclusion, ethnicity and cultural diversity, veterans, and women’s empowerment. These networks ensure candidates have access to the resources and encouragement they need throughout the recruitment process.
We also embrace technology to eliminate bias and enhance accessibility. For example, our job advertisements are scanned to ensure gender-neutral language. Roles are advertised across platforms like Indeed, LinkedIn, the government’s Find a Job site, and local job centres, making vacancies as discoverable as possible.
Our collaboration with local job centres extends beyond posting roles. Together, we identify the behaviours and attributes most suited to our frontline positions and prioritise candidates who demonstrate these qualities, even if they lack specific experience. Many of these roles require minimal training, allowing us to focus on softer skills and interview preparation.
Partnerships driving social impact
Serco is building partnerships with a variety of employability programmes and social enterprises, to create pathways to employment for disadvantaged and underrepresented groups.
These include care leavers, prison leavers, individuals with disabilities, survivors of domestic violence, lone parents, and those living in poverty. Through these collaborations, we’ll help find people meaningful employment and improve their long-term prospects.
We’ll also be monitoring the impact of these initiatives closely. By collecting equal opportunities data at the application stage, we’ll gain valuable insights into representation across our workforce. These insights will enable us to identify gaps and develop targeted initiatives, such as our Women in Defence programme, aimed at attracting more women into the industry.
Restart Scheme
Serco operates the UK government’s Restart scheme in Wales and the West Central region. The programme supports eligible unemployed individuals in securing local employment.
We actively align job opportunities within our contracts including West Midlands Cycle Hire and Birmingham Community Leisure to Restart Scheme participants, reinforcing our commitment to supporting local communities.
As part of our Restart Scheme delivery, we provide tailored and personalised job support to ensure the best outcomes. This includes mentoring and coaching, partnerships with specialist training providers to provide upskilling and reskilling opportunities and wraparound support to ensure that participants are supported with everyday challenges that impact job searching including travel, bills, access to the internet and more.
Making recruitment count
Through our recruitment, we have a massive opportunity to make an impact – on local communities, on diversifying our workforce, and on opening up opportunities for those who need them most. What we do is at the heart of bringing in new talent and shaping a brighter future.
With every hire, Serco is not only strengthening its workforce but also making a lasting difference to communities and individuals across the UK.
