What you’ll do as a Customer Payments Operations Analyst

• Analyse and resolve complex billing issues, escalating cases where appropriate to ensure timely resolution.
• Support investigating potential fraudulent activity and escalate relevant findings in line with established procedures.
• Support client related audit requirement activities and compliance standards.
• Act as a local subject matter expert, supporting colleagues through mentoring and guidance on LCHS business rules and billing processes.
• Work closely with quality and operational teams to identify improvements that enhance billing accuracy and efficiency.
• Be the subject matter expert in operating payment operations system (BSS), use of the BMS Management Console and all other specialist payment platforms

Does this sound like you?

• You have a methodical, organised approach and excellent attention to detail.
• You have strong customer service awareness and can confidently communicate with a range of stakeholders. 
• You have advanced Microsoft Excel skills and experience working with data analytics tools such as Structured Query Language (SQL) and Power BI.
• You can analyse information, make informed decisions, and manage competing priorities effectively.
• You have a strong payment systems background gained through working with a payment scheme, payment systems integrator, or payments vendor.
• You understand the major payment technologies used in today’s market, including contact and contactless EMV, and how they are applied in alternative payment technologies such as mobile payment solutions.
• You have experience working with acquirers, payment systems integrators, and payment vendors across multi-channel environments, including e-commerce, retail, and mobile acceptance.
• You understand payment back-office architectures, including authorisation, clearing, and settlement processing.
• You have a sound understanding of UK payment standards, and its application to card acceptor-to-acquirer messaging.
• You are competent in using Microsoft Office applications to analyse information, communicate findings, and support day-to-day delivery.
• You can prepare clear, accurate, and well-structured technical documentation to a high professional standard.
• You understand the importance of confidentiality, compliance, and maintaining clear audit trails. 

Desirable experience

• Previous experience working with mass-transit solutions is desirable but not essential, as role-specific training will be provided.
• You have an understanding of transit payment-system models and the operational principles that support fare collection and customer payment processing.

What we offer

• 25 days’ holiday plus bank holidays (and the option to buy up to five additional leave days each year)
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• 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 across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.
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What you’ll do as a Customer Payments Operations Analyst

• Analyse and resolve complex billing issues, escalating cases where appropriate to ensure timely resolution.
• Support investigating potential fraudulent activity and escalate relevant findings in line with established procedures.
• Support client related audit requirement activities and compliance standards.
• Act as a local subject matter expert, supporting colleagues through mentoring and guidance on LCHS business rules and billing processes.
• Work closely with quality and operational teams to identify improvements that enhance billing accuracy and efficiency.
• Be the subject matter expert in operating payment operations system (BSS), use of the BMS Management Console and all other specialist payment platforms

Does this sound like you?

• You have a methodical, organised approach and excellent attention to detail.
• You have strong customer service awareness and can confidently communicate with a range of stakeholders. 
• You have advanced Microsoft Excel skills and experience working with data analytics tools such as Structured Query Language (SQL) and Power BI.
• You can analyse information, make informed decisions, and manage competing priorities effectively.
• You have a strong payment systems background gained through working with a payment scheme, payment systems integrator, or payments vendor.
• You understand the major payment technologies used in today’s market, including contact and contactless EMV, and how they are applied in alternative payment technologies such as mobile payment solutions.
• You have experience working with acquirers, payment systems integrators, and payment vendors across multi-channel environments, including e-commerce, retail, and mobile acceptance.
• You understand payment back-office architectures, including authorisation, clearing, and settlement processing.
• You have a sound understanding of UK payment standards, and its application to card acceptor-to-acquirer messaging.
• You are competent in using Microsoft Office applications to analyse information, communicate findings, and support day-to-day delivery.
• You can prepare clear, accurate, and well-structured technical documentation to a high professional standard.
• You understand the importance of confidentiality, compliance, and maintaining clear audit trails. 

Desirable experience

• Previous experience working with mass-transit solutions is desirable but not essential, as role-specific training will be provided.
• You have an understanding of transit payment-system models and the operational principles that support fare collection and customer payment processing.

What we offer

• 25 days’ holiday plus bank holidays (and the option to buy up to five additional leave days each year)
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• 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 across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.
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