Location: Home-based with occasional travel across the UK Salary: Circa £32,000 per annum plus excellent benefits Schedule: 6-month fixed term contract – Subject to Bid Award Ready to impact a better future? As a Continuous Improvement Analyst in our Customer Solutions team within Citizen Services, you’ll play a key role in helping us deliver smarter, more efficient public services. You’ll analyse data, identify opportunities for improvement, and work with our teams and clients to design practical solutions that make a real difference to how we operate. Your work will help create impactful solutions that improve processes and services for communities across the UK. By driving innovation and efficiency, you’ll contribute to a positive impact on society and help shape a better future. What you’ll do as a Continuous Improvement Analyst You’ll be entrusted to: Analyse, interpret, and evaluate data from across the business to identify and solve operational and tactical challenges. Support the development of robust business cases by gathering data, conducting analysis, and presenting clear recommendations that align with organisational goals and drive measurable improvements. Support the development and delivery of small-scale projects and workstreams, using recognised project management methods. Review and map existing business processes, helping to re-engineer them for improved efficiency and performance. Create clear, engaging reports and presentations that communicate insights and recommendations to clients and internal teams. Facilitate workshops to explore problems and generate innovative ideas for improvement. Does this sound like you? You’ll be a great fit for this role if you have… A solid understanding of contact centre environments and how they operate. Strong improvement mindset and analytical and problem-solving skills. Excellent communication and interpersonal skills, with proven experience of stakeholder management. Proficiency in Microsoft Office and the ability to manage data and reporting effectively. The drive to learn and apply Continuous Improvement and Business Change principles. Previous project management experience would be advantageous. Vetting and checks: This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively. Discover all you need to keep growing We’re one of the top 1% of international employers, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them. What we offer Holidays: Up to 25 days plus bank holidays (and the option to buy up to five additional leave days each year) Pension: Up to 6% contributory pension scheme Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships (including L3 Team Leader and L5 Operations Manager apprenticeships), mentoring opportunities, and a focus on internal progression Health and wellbeing: 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: Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel Charity: Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity Employee networks: Our networks support inclusion and connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including LGBTQIA employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds. Let’s impact a better future, together. Apply today. About Serco At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. Apply Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.