Building brighter futures: Connecting young people to work

As pressures on the labour market grow, the case for helping young people into meaningful work becomes urgent, and the evidence shows that targeted support and employer engagement can make the difference. Writes Serco's Talent & Learning director, Amy Crabb

By Serco

05 May 2026

Partner Content

For more than a decade, successive governments have sought to tackle persistent joblessness as a barrier to growth and social mobility. That challenge remains acute. Unemployment now stands at 5.2%, its highest level in almost five years, with around 9 million working‑age people economically inactive. Against a backdrop of constrained public finances and a renewed focus on growth, getting Britain working is rightly a central priority.

Amy Crabb, Serco's Talent & Learning director

Young people are disproportionately affected. Nearly one million 16–24‑year‑olds are not in education, employment or training (NEET), and youth unemployment has risen to 16%, now above the EU average for the first time this century. Young people are over‑represented in sectors such as retail and hospitality, which are especially vulnerable when the economy tightens.

The costs of this extend well beyond short‑term labour market pressures. Evidence shows that unemployment at a young age can suppress earnings for decades, entrenching disadvantage and reducing lifetime productivity. Conversely, reducing the youth NEET rate would deliver significant long‑term economic returns and help address inequalities that place sustained pressure on public services.

Government intervention is therefore essential, and welcome, through measures such as youth employment guarantees, expanded apprenticeships and targeted incentives for employers. But delivery cannot rest with the state alone. Business has a critical role in translating policy ambition into sustained employment outcomes.

At Serco, we support the government’s mission to get Britain working and, as a major delivery partner for skills and employment services, we see first‑hand both the barriers individuals face and the impact of early, targeted intervention. Our Serco Pathways initiative expands inclusive recruitment and those furthest from the labour market. We now employ more than 4,000 people aged 16–24 — around 15% of our UK workforce — and continue to invest in apprenticeships and community‑based employment support.

One of those people is 23-year-old Alyssa Norris (pictured below). She has given valuable insight into what an apprenticeship looks like on the ground and the real-world impact it can have on a young person’s life.

Finding my place: From retail to Restart and beyond, in a career I didn’t expect to have

Alyssa Norris

I left school at 18 with some GCSEs, A‑levels in Sport and Psychology and a BTEC in science, fairly certain my future would be something active and physical. I went on to study Sport Science at university and completed my first year, but it quickly became clear it wasn’t the right fit for me. I was nervous to admit it, though. The fear that people would think I was stupid made me feel massively anxious. Then my gran got sick, which gave me some much‑needed perspective.

I left and fell back on what I knew. I carried on working at M&S on the shop floor, a job I’d had part‑time since I was 16. If I’m honest, I still felt a sense of embarrassment, like I’d failed, but my team were so supportive and pleased to have me back. I loved working there, and the job gave me confidence dealing with people, but I also knew I wanted more. I just wasn’t sure what that would look like.

That started to change when I came across an apprenticeship opportunity with Serco. The idea of learning while working really appealed and felt like a practical way to gain experience and confidence without going back into full‑time education. I had no expectations of getting it, but thought it was worth a shot. It was.

I joined in October 2023 as a Business Administrative Apprentice. It felt like a big step into something unfamiliar, but I felt supported. The apprenticeship gave me structure, helped me build new skills and boosted my confidence.

In March 2024, I moved into my current role as an Employer Engagement Resourcer (EER) on the Restart contract. It was a role that didn’t even exist when I first joined, but turned out to be a great fit for everything I’d learned. It helped me see my future more clearly and opened my eyes to what I could do.

What attracted me to the EER role was being more hands‑on with participants. I now have proper conversations with people about their circumstances, challenges and goals, and I genuinely feel part of their journey into work. That’s what makes the role so rewarding.

Working on the Restart Scheme has shown me just how much impact employability support can have. Seeing colleagues help people build confidence, develop skills and move into jobs with a future inspired me to keep learning and pushing myself further.

I’ve grown a lot since joining Restart, especially in confidence. I no longer see targets as something to fear, but something to work towards as part of a team. That’s down to the support around me.

My manager, Hannah, has played a huge part in that. Around the same time I stepped into my EER role, my mum was going through cancer treatment. Although she’s doing much better now, it was an incredibly difficult period, and Hannah’s support, both professionally and personally, made a real difference.

Balancing work and studying for a qualification wasn’t easy at first, but with encouragement, I learned to manage my time better. The support Serco provided meant I completed my qualification successfully in 2024.

What I enjoy most about my job is the people, my colleagues and the participants we support. There’s nothing like seeing someone you’ve helped settle into a job that’s right for them.

Now I’m about to take my next step. My partner and I are moving to West Wales, so with some sadness, I’ll be saying goodbye to Serco, but I’m excited to start a new adventure closer to home. I’ll be working for a high‑end shoe brand in customer service, a role I would never have dreamed of applying for before. The last few years have set me on this course, and I’ll always be grateful for that and proud of how far I’ve come.

If I had any advice for someone starting out on a similar journey, it would be to stay open, keep learning and not be afraid to try new things. You’ll often be surprised by how many people want to see you succeed.

For me, joining Serco and working on the Restart Scheme didn’t just give me a job. It gave me direction, purpose and a career I hadn’t even realised I was looking for.

Alyssa’s story brings the challenge many young people face in accessing a fulfilling and sustainable career and, just as importantly, demonstrates what works. Early opportunity, practical support and an employer willing to invest in potential rather than credentials gave her confidence, skills and a sense of direction. An apprenticeship didn’t just help her into work; it opened a route to a career, support through personal difficulty, and the confidence to keep progressing.

Alyssa’s experience is not exceptional, but it is instructive. When government policy, effective delivery and committed employers align, young people who might otherwise not realise their potential, or drift out of the labour market, can move quickly towards a sustainable career path. The returns are felt not only by individuals, but by businesses, communities and the wider economy.

The challenge is clear. To bring down youth unemployment and avoid lasting damage to young people’s prospects, employers need to be part of the solution, creating entry‑level opportunities, clear routes to progress and workplaces where people are properly supported to grow. Working alongside government and communities, this is how we turn early chances into lasting employment and better outcomes for young people and the economy alike.

Find out more about Social Mobility at Serco here

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