Continuous Improvement Business Consultant

Homebased | Other

Homebased with travel as required across UK & Northern Ireland

Full time, Permanent

£36,000 - £40,000 per annum, dependent on experience



Here at Serco, we are looking for a Business Consultant to join our Continuous Improvement (CI) team within Customer Services Customer Solutions Centre.


As a Continuous Improvement Business Consultant, you will identify opportunities to improve business, client or customer processes and develop solutions supported by business cases. You will manage multiple Continuous Improvement or Transformation initiatives at one time or working as part of a wider programme to an agreed plan.



Your main responsibilities:

  • Identify client or business issues and priorities by engaging with stakeholders
  • Conduct in depth analysis of business function, processes, data, and customers to understand the root cause of any issues
  • Recommend appropriate and innovative solutions to issues, including new technology and automation
  • Test new solutions, running pilots in the business against control groups and measure outcomes to inform solutions
  • Conduct impact assessment and cost benefit analysis of solutions and present as a business case to stakeholders and clients following agreed governance
  • Facilitate the implementation of any solutions
  • Use agreed data points to measure, track and refine any solutions after implementation



What you'll need to do the role:

  • You will be working as a Continuous Improvement Business Consultant or similar with experience implementing continuous improvement or transformation solutions, ideally within contact centres.
  • Ability to build and maintain excellent working relationships, with internal and external clients and stakeholders.
  • Proven capabilities in Business Change, Continuous Improvement, and Transformation methodologies
  • Experience of delivery of personally owned activities and within larger programmes or several smaller projects with positive feedback
  • IT literate, including experience with Microsoft Office applications
  • Lean Six Sigma, Agile, or Prince 2 qualifications are desirable but not essential  



What we offer

  • Up to 6% contributory pension scheme
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme and more
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts
  • Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities 
  • Up to 25 days annual leave plus bank holidays


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. 

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 Silver 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.

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Contract Type
Expiry Date
15/12/2023 01:32:00
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