Customer Payments Operations Analyst Jobs at Serco Plc – jobs in UK

Serco is a global provider of essential public services, supporting communities across sectors including transport, defence, healthcare, justice, immigration, leisure, and citizen services. With a large workforce across multiple countries, Serco focuses on delivering reliable services while promoting its values of Trust, Care, Innovation, and Pride.

As part of the Serco London Cycle Hire Scheme (LCHS), the Customer Payments Operations team plays an important role in maintaining accurate billing, resolving payment issues, supporting fraud prevention, and helping deliver a reliable customer payment experience.

Role Overview

As a Customer Payments Operations Analyst with Serco, the successful candidate will support the LCHS Customer Payment Operations team from the London Cycle Hire Scheme site at 15 Penton Street, London.

The role focuses on analysing and resolving complex billing and payment issues, maintaining accurate records, supporting compliance and fraud-prevention activities, and identifying opportunities to improve payment operations.

This position is suited to an organised and analytical professional with strong attention to detail, customer-service awareness, and experience working with payment systems, data, and operational processes.

Key Responsibilities as Customer Payments Operations Analyst

• Analyse and resolve complex customer billing and payment issues
• Escalate cases appropriately to ensure timely and effective resolution
• Support investigations into potential fraudulent activity and escalate findings according to established procedures
• Support client audit requirements and relevant compliance activities
• Maintain accurate billing records and clear audit trails
• Act as a local subject matter expert for LCHS business rules and billing processes
• Provide guidance and mentoring to colleagues when required
• Work with quality and operational teams to identify opportunities to improve billing accuracy and efficiency
• Operate the payment operations system (BSS), BMS Management Console, and other specialist payment platforms
• Apply knowledge of UK payment standards to card acceptor-to-acquirer messaging
• Analyse operational information and communicate findings clearly
• Prepare accurate and professional technical documentation
• Maintain confidentiality and follow payment, compliance, and security procedures
• Support continuous improvement across Serco’s customer payment operations

Shift Pattern & Pay

• Salary: £35,000 per annum
• Location: London Cycle Hire Scheme, 15 Penton Street, London N1 9PU
• Working pattern: Full time
• Hours: 9:00am–5:30pm
• Contract: Full time
• Working environment: Customer payment operations within the London Cycle Hire Scheme
• Security checks: Basic DBS check required
• Health requirements: Occupational Health Questionnaire required

Start Your Career With Serco

Joining Serco as a Customer Payments Operations Analyst provides an opportunity to contribute to an essential transport service while developing specialist expertise in payment operations, data analysis, customer billing, and fraud prevention.

The successful candidate will work with operational and quality teams, support colleagues through specialist knowledge, and contribute to improvements that enhance billing accuracy and the customer experience.

Apply Now to become a Customer Payments Operations Analyst with Serco and contribute to reliable, secure, and efficient payment operations supporting the London Cycle Hire Scheme.