Management Information Analyst

Location: Home-based with regular travel required to support business and client needs. Primary stakeholders are based at our Kirkby, Liverpool office, so occasional travel to this location will be required, alongside visits to other business and client sites as needed.

Salary: Competitive

Are you an analytical problem solver with a passion for turning complex data into meaningful business insights? We are looking for a Management Information Analyst to join our high-performing team, supporting operational excellence through data-driven decision making.

In this role, you'll utilise a range of data sources, tools, and technologies to deliver insightful reporting, performance analysis, and recommendations that help drive operational and customer success.

Working closely with stakeholders from the Skills and Employability business unit to understand requirements based on Microsoft Dynamics Platform, you'll play a key role in delivering accurate reporting, supporting business transformation initiatives, and ensuring data is used effectively to improve performance.

What You’ll Be Doing

• Producing and maintaining accurate BAU and ad-hoc reporting with a strong focus on quality and attention to detail.
• Developing insightful dashboards and reports using Power BI / Excel / Other relevant tools, enabling stakeholders to make informed decisions.
• Analysing operational performance data and providing actionable recommendations to improve efficiency and outcomes.
• Managing reporting and operational requests through ticketing systems and agreed service levels.
• Working collaboratively with stakeholders to understand reporting requirements and deliver effective MI solutions.
• Supporting the implementation and transformation of new systems, applications, telephony and workforce management solutions.
• Maintaining reporting governance, access controls, and adherence to data protection requirements.
• Building strong relationships with operational teams and senior stakeholders, becoming a trusted partner across the business.
• Contributing to continuous improvement initiatives and promoting best practice across the wider analytics team.

What We’re Looking For

Essential Skills & Experience

• Strong analytical and problem-solving skills with the ability to translate data into meaningful insights.
• Advanced Microsoft Excel skills, including formulas, Power Query, VBA and Data Models.
• Experience with Power BI, including data modelling, dashboard development and report creation.
• Strong knowledge of SQL and relational databases, including query writing and database architecture.
• Experience working with SQL Server.
• Excellent communication and stakeholder management skills.
• Understanding of business processes, operational reporting and contact centre performance metrics.
• Ability to manage competing priorities and deliver against deadlines.

Desirable Skills & Experience

• Experience with Microsoft Dynamics or other CCaaS platforms.
• Knowledge of Workforce Management such as Calabrio WFM / Time2Work.
• Understanding of Workforce Management methodologies including Erlang, workload forecasting and shrinkage calculations.
• Experience supporting business transformation and system implementation projects.

Why Join Us?

Your insights will directly influence operational performance and business success. You'll have the opportunity to work on a variety of projects, support transformational initiatives, and further develop your technical and analytical expertise.

If you're passionate about data, thrive in a fast-paced environment, and enjoy working with stakeholders to drive positive business outcomes, we'd love to hear from you.

Benefits

• Pension 6% employer matched
• Annual leave 25 days + bank holidays
• Life assurance 2x base salary if in pension, (1x if not)
• Flexible working to support work-life balance

Other Notable Benefits

• Employee Assistance Programme
• 30% Serco Leisure Centre Discount
• Option to buy additional leave
• Charitable payroll giving
• A wide range of discounts

A Little Bit About Us

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.

• 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).

For support with your application, please contact

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