Service Improvement Analyst
Location: Force Control Room, Fulford Road, York
Contract: Permanent | Full time
Hours: Monday to Thursday 8.30am – 5pm and Friday 8.30am – 4.30pm
Salary: £40,383 - £42,612 (SO2)
Closing Date: 12pm on Monday 23 February 2026
The Opportunity
We’re looking for a Service Improvement Analyst to join our Customer Contact team. In this role, you will support the development and delivery of a continuous cycle of improvement across our services, ensuring that technology, data and innovation are used effectively to enhance performance and the overall user experience.
Working closely with the Performance Team, you will use service data to assess system performance, identify opportunities for improvement, and support the implementation of initiatives that add value for both the organisation and the public of North Yorkshire. You will also act as a key liaison between Customer Contact Performance and Project Management, helping ensure alignment and clarity across all service delivery priorities.
This role would suit someone with experience in business improvement, performance, service development, technology‑driven change or innovation‑focused roles, who is confident working with systems, data dashboards and cross‑functional stakeholders.
What We’re Looking For
Essential:
- A professional qualification in business administration, management, service improvement or customer services - or equivalent practical experience
- Proven experience in business development, service delivery, performance or innovation‑focused roles
- Strong analytical skills, with the ability to interpret complex data and convert it into actionable insights
- Confidence and experience navigating systems, applications and data dashboards
- Ability to work with advanced and emerging technologies to support digital transformation
- Excellent communication and stakeholder management skills
- Experience acting as a single point of contact or liaison between teams
- A proactive mindset and passion for continuous improvement
- Ability to thrive in a collaborative, high‑performance team environment
Desirable:
- Knowledge of ITIL or other service management frameworks
- Experience within the public sector or large‑scale service environments
Why Join Us?
Working for the emergency services is both meaningful and impactful. At North Yorkshire Police, we’re committed to helping colleagues reach their full potential in a fair, inclusive, and supportive environment. We value diverse perspectives and actively promote staff wellbeing so everyone can thrive. Please visit our website to learn more about our organisation.
We’re also proud to provide a comprehensive benefits package designed to support your wellbeing, work-life balance, and professional growth:
- Local Government Pension Scheme – secure and competitive retirement planning
- Salary Sacrifice Car Scheme – access to affordable vehicle leasing options (NHS Fleet Solution)
- Generous Annual Leave – 24 days rising to 30 with length of service, plus bank holidays
- Blue Light Discount – enjoy savings at major retailers and services
- Health Cash Plan
- Access to Trade Union Membership – opportunity to join UNISON
- Inclusion & Diversity Networks – connect with colleagues and contribute to a culture of belonging
- Health & Wellbeing Services – access to resources that support your physical and mental health
- Cycle to Work Scheme – Save money on bikes and accessories
- Civil Service Sports Club (CSSC) Membership – Access to discounted sports & leisure, activities.
To be considered for this role, applicants must meet the following requirements:
- You must have the right to work in the UK, with no restrictions on your employment
- Internal applicants must have successfully completed their probation period
- Meet residency requirements for vetting:
- RV Level Vetting – minimum 3 years UK residency
Your Application
North Yorkshire Police is an equal opportunity employer. We are committed to creating an inclusive and supportive working environment. If you require any reasonable adjustments during the recruitment process or within your role, please declare this within your online application. A member of our team will contact you prior to your interview to ensure appropriate support is in place.
Safer Recruitment
North Yorkshire Police is committed to safeguarding and promoting the welfare of children and vulnerable adults. Safeguarding is a core part of our recruitment process, and we expect all applicants to share this commitment. All successful candidates will undergo a thorough recruitment process and must obtain satisfactory pre-employment clearances before commencing employment, including satisfactory Vetting or DBS checks, references, and a medical assessment, including absence history. Adherence to our safeguarding policies and procedures is essential.
Ready to Apply?
As part of our selection process, we’ll assess your skills and experience against the requirements of the role. We therefore encourage you to take your time to tailor your application, ensuring your responses align with the job advert and role profile.
Interviews are scheduled to take place: March 2026
We look forward to receiving your application!