Continuous Improvement Analyst (Glasgow, Lanarkshire, GB, G2 1HG) bei None

Home-based with occasional travel across the UK as required
Full time, Permanent

Circa £32,000 per annum

Ready to make an impact?

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.

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.
• Build strong, collaborative relationships with internal and external stakeholders to support solution delivery.
• Demonstrate initiative and proactive problem-solving by identifying opportunities for process enhancement, anticipating challenges, and taking ownership to deliver innovative solutions without waiting for direction.

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

Discover all you need to keep growing

Here 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.

Because this is a place for you

Our people are integral to everything we do. That’s why our benefits are designed to put you first:

• Holidays: Up to 25 days plus bank holidays
• Pension: Up to 6% contributory pension scheme
• Training and development: A wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Health and wellbeing: 24/7 Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

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.

Apply

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Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. 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.

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. We’re a proud holder of the Gold Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background.