Service Administrator (Support Line)

The Role

Job Title

: Support Line Service Administrator

Reference number

CF26-60

Division

Children and Family Services

Location

Edinburgh

Salary

Band B6, £25,155 - £30,083 per annum

Post Type

Permanent, full-time

Closing Date

11 October 2026

Interview Date

• Week Commencing 19 October 2026
• Children First Support Line
• Could you play a vital role within our national Support Line, helping deliver Scotland's mission to eradicate child poverty?
• Join Children First and be part of a once in a generation transformation in how families access help to alleviate crisis, prevent harm and build long-term stability to break the cycle of child poverty. Funded by the Scottish Government, we are doubling the size of our Support Line with the aim of supporting 7,500 more families across Scotland in the first year.
• We've been preventing harm, supporting recovery and driving change since 1884 and our ambitious plans for the Support Line build on our experience of delivering cash-first, short, medium and long-term holistic support to families living in, or at risk of, poverty.
• This is an exciting opportunity to join our growing multidisciplinary team and help ensure every family in Scotland has somewhere to turn when they need help.

About the Role

• You will play a vital role in the expansion and delivery of our national support line service, which offers practical, financial and emotional support to families through phone calls, webchats, advice and information on our website and in their homes and communities across Scotland.
• This role plays a key role in supporting the effective day-to-day running of Children First services. The postholder provides operational, administrative and systems support to ensure services run safely, efficiently and in line with organisational requirements.
• This role is central to enabling high-quality support for children, young people and families. The postholder will support the effective operation of the national Support Line by coordinating service administration across telephone, webchat and digital channels, ensuring accurate records, efficient service access and high-quality information to support performance monitoring and reporting.
• By coordinating key processes such as data management, finance administration, service access and local operations, the Service Operations Administrator allows Support Line Coordinators, volunteers team leaders and managers to focus on delivering impactful support.
• The role operates with a high level of autonomy and responsibility, often acting as the first point of contact for operational matters within a service. It requires strong organisational skills, initiative, and the ability to respond flexibly to changing service needs.

What You'll Be Doing

• Service Operations and Coordination
• Services are well-organised, responsive and able to operate effectively, with administrative and operational processes running smoothly and consistently.
• Systems and Data Management
• Accurate and timely data is maintained across systems (including Dynamics, Advice Pro and our Call Handling System), supporting service delivery, reporting and organisational insight.
• Finance and Resource Management
• Service-level financial processes are managed accurately and in line with organisational procedures.
• Facilities, Health & Safety and Local Operations
• Service environments are safe, compliant and well-maintained, with appropriate coordination of property, facilities and health & safety activities.
• Team and Service Support
• Practitioners and managers are effectively supported through coordination of meetings, diaries, resources and operational requirements.

Core Responsibilities

• Provide administrative and operational support to ensure effective service delivery
• Maintain accurate records and data within organisational systems (including Dynamics)
• Support financial processes including invoices, purchasing and petty cash
• Act as a key point of contact for enquiries, supporting service access and communication
• Coordinate meetings, diaries, resources and general service organisation

Support compliance with organisational policies and procedures

Support the administration of Support Line activity including contact volumes, service schedules and rotas, referrals, practitioner workflows and performance reporting.

Contribute to a positive, collaborative team environment

Service-Specific Responsibilities

Health & Safety coordination and local compliance tasks

Property and facilities management

Reception / front of house responsibilities

Supporting local funding, resources or community activity

Event coordination or service-specific administration

Additional systems or reporting requirements

• Support the administration of telephone, webchat and digital support channels.
• Assist with service performance reporting, data quality checks, case closures and monitoring against contract requirements.
• Support referral pathways, financial support administration and onward connections to local and national services.
• Coordinate practitioner rotas, meetings, training records and operational communications.

Contribute to the oversight of the budget

What We're Looking For

We're looking for someone who is passionate about supporting children and families and who can build trust quickly through empathy, compassion and kindness.

Strong organisational and coordination skills

Ability to manage competing priorities and work independently

Confidence using systems and managing data accurately

Strong communication and interpersonal skills

A proactive and flexible approach

Alignment with Children First values

Our Values

Everything we do is guided by our values

• With Love
• We put children first with compassion and kindness.

With Purpose

We work alongside families and partners to transform children's lives together.

With Strength

We do whatever it takes to protect Scotland's children.

What You'll Get From Us

At Children First, you'll be part of a values-led organisation committed to developing and supporting our people.

We offer

• 40 days annual leave including public holidays.
• Contributory pension scheme.
• Flexible and hybrid working opportunities.
• Wellbeing support and health benefits.
• Blue Light Card discounts.
• Learning, training and career development opportunities.
• The opportunity to help shape an ambitious national service supporting thousands of families across Scotland.

Join Us

• If you share our belief that every child in Scotland should grow up safe, loved and free from poverty and want to be part of a team that is transforming how families access support, we would love to hear from you.
• Together, we can help alleviate crisis, prevent harm and build brighter futures for children and families across Scotland
• Please visit the following link to learn about our recruitment events to meet our team, hear about our plans.
• https://issuu.com/children_first/docs/children_first_support_line_recruitment_pack

JOB DESCRIPTION

• Role Summary
• You will play a vital role in the expansion and delivery of our national support line service, which offers practical, financial and emotional support to families through phone calls, webchats, advice and information on our website and in their homes and communities across Scotland.
• This role plays a key role in supporting the effective day-to-day running of Children First services. The postholder provides operational, administrative and systems support to ensure services run safely, efficiently and in line with organisational requirements.
• This role is central to enabling high-quality support for children, young people and families. The postholder will support the effective operation of the national Support Line by coordinating service administration across telephone, webchat and digital channels, ensuring accurate records, efficient service access and high-quality information to support performance monitoring and reporting.
• By coordinating key processes such as data management, finance administration, service access and local operations, the Service Operations Administrator allows Support Line Coordinators, volunteers team leaders and managers to focus on delivering impactful support.
• The role operates with a high level of autonomy and responsibility, often acting as the first point of contact for operational matters within a service. It requires strong organisational skills, initiative, and the ability to respond flexibly to changing service needs.

Key Results Areas

• Service Operations and Coordination
• Services are well-organised, responsive and able to operate effectively, with administrative and operational processes running smoothly and consistently.
• Systems and Data Management
• Accurate and timely data is maintained across systems (including Dynamics, Advice Pro and our Call Handling System), supporting service delivery, reporting and organisational insight.
• Finance and Resource Management
• Service-level financial processes are managed accurately and in line with organisational procedures.
• Facilities, Health & Safety and Local Operations
• Service environments are safe, compliant and well-maintained, with appropriate coordination of property, facilities and health & safety activities.
• Team and Service Support
• Practitioners and managers are effectively supported through coordination of meetings, diaries, resources and operational requirements.

Core Responsibilities

• Provide administrative and operational support to ensure effective service delivery
• Maintain accurate records and data within organisational systems (including Dynamics)
• Support financial processes including invoices, purchasing and petty cash
• Act as a key point of contact for enquiries, supporting service access and communication
• Coordinate meetings, diaries, resources and general service organisation

Support compliance with organisational policies and procedures

Support the administration of Support Line activity including contact volumes, service schedules and rotas, referrals, practitioner workflows and performance reporting.

Contribute to a positive, collaborative team environment

Service-Specific Responsibilities

Health & Safety coordination and local compliance tasks

Property and facilities management

Reception / front of house responsibilities

Supporting local funding, resources or community activity

Event coordination or service-specific administration

Additional systems or reporting requirements

• Support the administration of telephone, webchat and digital support channels.
• Assist with service performance reporting, data quality checks, case closures and monitoring against contract requirements.
• Support referral pathways, financial support administration and onward connections to local and national services.
• Coordinate practitioner rotas, meetings, training records and operational communications.

Contribute to the oversight of the budget

Corporate Responsibility

• Be committed and adhere to Children First vision, mission and values.
• Comply with Children First Safeguarding policies and procedures.
• Comply with Children First Code of Conduct and any relevant professional standards relating to the role.
• Actively consider the involvement of children, young people and families with whom we work, in all areas of practice and to implement the Children First Participation Standards.
• Actively consider the involvement of volunteers in all areas of our work and to implement the Children First Volunteer Development Policy.
• Observe all health and safety requirements.
• Work within and promote policies in relation to Diversity Equity and Inclusion and anti-discriminatory practices.
• Undertake any other reasonably required duties as instructed by line manager or someone acting on their behalf, in addition to the role specific responsibilities detailed below.

PERSON SPECIFICATION

Need to Have

Need to Show

Need to Know

Need to Be

Core Values

Experience in an administrative or operational support role

Ability to organise and prioritise a varied workload effectively

Understanding of administrative processes within a service environment

Proactive and able to take initiative

• Demonstrates a commitment to putting children and families first in all aspects of work
• Experience of using IT systems and maintaining accurate records
• Strong attention to detail and accuracy in data entry and record keeping

Awareness of data protection and confidentiality requirements

Reliable and accountable in managing responsibilities

Works with purpose, understanding how their role contributes to wider service impact

Experience supporting teams, services or customer-facing environments

• Ability to communicate clearly and professionally with a range of stakeholders
• Understanding of basic finance processes (e.g. invoices, petty cash, purchasing)

Flexible and responsive to changing service needs

Shows strength by taking ownership and doing what is needed to support the service

Ability to manage multiple tasks and deadlines

• Confidence in responding to enquiries and acting as a first point of contact
• Awareness of health & safety responsibilities within a workplace
• Calm and solution-focused, particularly when dealing with competing demands or challenging situations
• Builds positive, respectful relationships with colleagues, children and families

Basic understanding of office systems and processes

• Ability to work independently while also contributing to a wider team
• Understanding of contact centre, helpline or customer service environments and the importance of timely, accurate information management.

Organised and methodical in approach to work

Demonstrate compassion, respect and professionalism in all interactions