Location: Remote with travel
Serco is one of the leading public sector providers of customer services. We pride ourselves on delivering high quality services, often supporting some of the most vulnerable people in our society – and by joining our Transition and Transformation Team as Business Analyst you’ll ensure that we continue to deliver this incredibly important work.
The Business Analyst role will supply in-depth Customer/Client/Depart analysis across our whole CS/NCC contracts. You’ll provide MI, analysis and insight to the account lead of each business to help understand key drivers of profitability, focussing towards delivering our targets and finding efficient solutions that deliver exceptional and sustainable customer outcomes.
Working collaboratively with all stakeholders, you’ll build & maintain positive relationships with all stakeholders to leverage capability. You will conduct interviews with internal & external client representatives to analyse, interpret and evaluate data. You’ll analyse and document existing business processes and re-engineer those processes to improve business performance. You’ll design and deliver analysis of MI communications and presentations articulating the causes of trends and recommending any remedial action required. You’ll produce reports & spreadsheets, including reviews, feasibility studies, business cases and collateral development. You’ll also design and facilitate workshops and obtain information & data with teams and managers.
We offer the opportunity to be a part of our special people-driven culture – where our diverse and caring workforce support not just each other but the wider community that relies on our services. This is a home based position with the requirement to travel.
What you need to do the role
First and foremost you’ll need to have a combination of strong analytical, numerical skills and an outstanding track record of using SQL and Excel, with the ability to identify and explain linkages between different datasets, creating a multi-dimensional view of the business through SQL and Pivot tables. You should have the ability to generate statistical data for performance monitoring purposes and to identify further action required supporting insight into action initiative. Ideally, you’ll also have extensive experience as an MI Analyst in a multi-channel contact centre.
You’ll have a genuine interest in data analysis and insight with an aptitude for both efficient and accurate working. Naturally you’ll have excellent analytical and both verbal and written communication skills with an ability to convey results to business users, including regular conference calls and presentation of performance to client.
Meaningful and vital work: The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives
A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.
Great people: We are a motivated team who will encourage you and help you to succeed. You’ll have the resources you need to do your job in a diverse and supportive environment.
What we offer
We offer the opportunity to be a part of our special people-driven culture – where our diverse and caring workforce support not just each other but the wider community that relies on our services, plus;
Competitive salary & pension matched up to 6%
25 days annual leave plus bank holidays and the chance to buy more through our Annual Leave Purchase Scheme
Serco discounts which include cinema, Merlin entertainment and online shopping discounts, cycle to work scheme, and discounts on mobile phone plans and leisure centre memberships;
Flexible work from home options available
We have a mandate to deliver brilliantly. If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.
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 (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
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.
We’re a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on . Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.
Serco supports 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).