Customer Payments Operations Analyst

As a Customer Payments Operations Analyst in our LCHS Customer Payment Operations team, you’ll play a vital role in ensuring billing records are accurate, investigating complex account issues, and supporting fraud prevention activities supporting our London Cycle Hire contract. Your work will help improve customer confidence, maintain compliance, and reduce billing-related issues through careful analysis and resolution.

By identifying discrepancies, maintaining accurate records, and supporting continuous improvement, you’ll help create impactful solutions that strengthen trust, improve the customer experience, and contribute to a positive impact on communities. This is an opportunity to take pride in work that supports essential services while helping us impact a better future.

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

• 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.

• 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.

Vetting and checks:

This role requires a Basic DBS check, which will disclose any unspent convictions in line with the Rehabilitation of Offenders Act 1974. You will also complete an Occupational Health Questionnaire to help us identify and provide any support you may need to undertake the role effectively.

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Our inclusive recruitment commitment: We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.