Knowledge Coordinator in Birmingham

At Serco, we're transforming the way our colleagues access information and support. We're looking for a Knowledge Coordinator to play a key role in shaping how knowledge is created, maintained and continuously improved across our people function.

This is an exciting opportunity for someone who enjoys improving processes, working collaboratively with stakeholders, and using data and insight to enhance the employee experience. If you're passionate about continuous improvement, knowledge management and delivering meaningful change, we'd love to hear from you.

About the role

Reporting to the Knowledge Manager, you'll help drive our knowledge management strategy while leading initiatives that improve how information is captured, governed and shared across MyHR. You'll work closely with teams across MyHR and People & Culture to identify opportunities for improvement, simplify processes and ensure colleagues have access to accurate, accessible and up-to-date knowledge. You'll also lead the implementation of process and knowledge changes, ensuring they're successfully embedded and deliver measurable improvements. Managing one direct report, you'll balance strategic improvement initiatives with day-to-day coordination of knowledge activities, helping to create a culture of continuous learning and self-service.

What you'll be doing

• Supporting the development and governance of knowledge management across MyHR.
• Leading process improvement initiatives using structured methodologies such as Lean and process mapping.
• Creating, reviewing and governing knowledge content to ensure it is accurate, user-focused and easy to find.
• Translating process changes into clear guidance and knowledge articles across ServiceNow and other platforms.
• Facilitating workshops to identify knowledge gaps and improve working practices.
• Monitoring the effectiveness of improvements through KPIs such as self-service adoption, case reduction and resolution times.
• Ensuring robust governance through version control, compliance and audit readiness.

What you'll bring

We're looking for someone who combines excellent communication skills with a passion for continuous improvement and delivering great customer experiences. You'll ideally have:

• Experience coordinating or delivering knowledge management, continuous improvement or business change initiatives.
• Strong process improvement skills, with experience of process mapping (As-Is / To-Be) and identifying efficiencies.
• Excellent written communication skills with the ability to produce clear, engaging documentation.
• Strong analytical skills and experience using data to identify improvement opportunities.
• Experience planning and implementing change across operational teams.
• Good knowledge of Microsoft 365 and CRM platforms.

Desirable experience

• Experience within an HR or Shared Services environment.
• Knowledge of ServiceNow knowledge management and workflows.
• Experience with Knowledge-Centred Service (KCS) or similar knowledge management frameworks.

Why Serco?

At Serco, you'll be part of a team that's committed to making services better for our colleagues and customers. You'll have the opportunity to influence how knowledge is managed across MyHR, helping to deliver smarter services, improved employee experiences and lasting operational improvements. Alongside a competitive salary, we offer 25 days annual leave, pension of up to 6%, flexible and hybrid working, opportunities for career development, and the chance to make a real impact within a collaborative and supportive team.

Discover your place with Serco and help shape the future of knowledge and continuous improvement within MyHR.

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 recruitmentuk@serco.com. Let’s impact a better future, together. Apply today.