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About the Role

As a Customer Payments Operations Analyst, you will play a vital role in ensuring billing records are accurate, investigating complex account issues, and supporting fraud prevention activities for the London Cycle Hire contract. Your work will improve customer confidence, maintain compliance, and reduce billing-related issues through careful analysis and resolution, contributing to impactful solutions that strengthen trust and improve the customer experience.

Responsibilities

Analyze 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.

Requirements

Methodical, organised approach and excellent attention to detail.
Strong customer service awareness and ability to communicate confidently with a range of stakeholders.
Advanced Microsoft Excel skills.
Experience working with data analytics tools such as Structured Query Language (SQL) and Power BI.
Ability to analyze information, make informed decisions, and manage competing priorities effectively.
Strong payment systems background gained through working with a payment scheme, payment systems integrator, or payments vendor.
Understanding of 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.
Experience working with acquirers, payment systems integrators, and payment vendors across multi-channel environments, including e-commerce, retail, and mobile acceptance.
Understanding of payment back-office architectures, including authorisation, clearing, and settlement processing.
Sound understanding of UK payment standards, and its application to card acceptor-to-acquirer messaging.
Competent in using Microsoft Office applications to analyze information, communicate findings, and support day-to-day delivery.
Ability to prepare clear, accurate, and well-structured technical documentation to a high professional standard.
Understanding of the importance of confidentiality, compliance, and maintaining clear audit trails.
Previous experience working with mass-transit solutions is desirable but not essential, as role-specific training will be provided.
Understanding of transit payment-system models and the operational principles that support fare collection and customer payment processing.

Skills

Microsoft Excel
Structured Query Language (SQL)
Power BI
Payment systems
EMV
Mobile payment solutions
E-commerce
Retail payment acceptance
Mobile payment acceptance
Payment back-office architectures
Authorisation processing
Clearing processing
Settlement processing
UK payment standards
Microsoft Office
Technical documentation

Location

London Cycle Hire Scheme, 15 Penton St, London N1 9PU

Work Type

Full time

Experience Level

Entry level

Salary/Compensations

£35,000 per annum

Benefits

25 days’ holiday plus bank holidays
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
Mentoring opportunities
Focus on internal progression
Employee Assistance Programme
Bupa Anytime HealthLine
Wellbeing app
30% off at Serco-managed leisure centres
24/7 access to a virtual GP service
Discounts across around 1,000 retailers
Paid volunteering day
Tax-free charitable giving through Payroll Giving Scheme
Donate your pennies from your monthly pay to the Serco People Fund Charity

About the Company

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.

Equal Opportunity

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.
Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).