Branch Administrator

Police Federation of England and Wales; Liverpool; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Flexible working

Hybrid working

Private healthcare

Enhanced pension contribution

26 days holiday

Onsite gym

Job summary

The Police Federation of England and Wales is seeking a Branch Administrator to provide comprehensive administrative and operational support to the Executive Team and Branch in Merseyside. You will handle communications, member enquiries, records management, and office operations with professionalism and confidentiality.

Key duties include managing emails and calls, coordinating meetings, maintaining accurate records, supporting membership services, and ensuring secure reception and office

Qualifications

• Previous experience in customer service role.
• Strong organisational and time-management skills with the ability to prioritise workload effectively.
• Excellent verbal and written communication skills.
• Experience using Microsoft Office applications.
• Ability to handle confidential and sensitive information with discretion.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.

Responsibilities

• Monitor and manage incoming emails, ensuring queries are triaged appropriately and urgent matters are identified and escalated promptly.
• Answer telephone calls, email enquiries, and website queries, providing information where appropriate or directing enquiries to the relevant person or department.
• Relay information accurately and in a timely manner to the Executive Team, Federation Representatives, and other stakeholders.
• Monitor the Force Intranet and share relevant updates and key information with the Executive Team.
• Provide administrative support to the Executive Team and wider Branch.
• Coordinate and arrange meetings, including scheduling appointments, booking rooms, and distributing relevant documentation.
• Maintain accurate records and support the effective administration of Branch activities.
• Act as a first point of contact for serving and retired members, providing assistance in person, by telephone, and via electronic communication.
• Liaise with Federation Representatives and members to facilitate the effective handling of enquiries and requests.
• Signpost members to the appropriate Federation representatives, departments, or support services.
• Upload and maintain member information on the insurance portal, ensuring records are accurate and up to date.
• Upload and manage documents within the CRM system in accordance with Branch procedures.
• Produce and distribute reports from the CRM system to support operational and management requirements.
• Handle all information sensitively and confidentially, ensuring compliance with Branch policies and data protection requirements.
• Cover reception and ensure a professional and welcoming service for all visitors.
• Manage visitor access and ensure Branch security procedures are adhered to at all times.
• Support the opening and closing of the Branch office/building in line with established procedures.
• Maintain a safe, secure, and organised reception and office environment.

Skills

Customer service

Organisational skills

Communication

Microsoft Office

Confidentiality

Attention to detail

Teamwork

Tools

CRM system

Job description

Branch Administrator

Application Deadline: 11 October 2026

Department: Branch

Employment Type: Full Time

Location: Merseyside

Compensation: £25,639 - £27,380 / year

Description

To provide comprehensive administrative and operational support to the Executive Team and Branch, ensuring the efficient handling of communications, member enquiries, records management, and office operations. The postholder will act as a key point of contact for members, representatives, and visitors while maintaining confidentiality and delivering a professional and responsive service.

Key Responsibilities

Communications and Enquiries

• Monitor and manage incoming emails, ensuring queries are triaged appropriately and urgent matters are identified and escalated promptly.
• Answer telephone calls, email enquiries, and website queries, providing information where appropriate or directing enquiries to the relevant person or department.
• Relay information accurately and in a timely manner to the Executive Team, Federation Representatives, and other stakeholders.
• Monitor the Force Intranet and share relevant updates and key information with the Executive Team.

Administrative Support

• Provide administrative support to the Executive Team and wider Branch.
• Coordinate and arrange meetings, including scheduling appointments, booking rooms, and distributing relevant documentation.
• Maintain accurate records and support the effective administration of Branch activities.

Member and Representative Support

• Act as a first point of contact for serving and retired members, providing assistance in person, by telephone, and via electronic communication.
• Liaise with Federation Representatives and members to facilitate the effective handling of enquiries and requests.
• Signpost members to the appropriate Federation representatives, departments, or support services.

Data and Systems Management

• Upload and maintain member information on the insurance portal, ensuring records are accurate and up to date.
• Upload and manage documents within the CRM system in accordance with Branch procedures.
• Produce and distribute reports from the CRM system to support operational and management requirements.
• Handle all information sensitively and confidentially, ensuring compliance with Branch policies and data protection requirements.

Reception and Office Management

• Cover reception and ensure a professional and welcoming service for all visitors.
• Manage visitor access and ensure Branch security procedures are adhered to at all times.
• Support the opening and closing of the Branch office/building in line with established procedures.
• Maintain a safe, secure, and organised reception and office environment.

Key Accountabilities

• Deliver efficient administrative support to the Executive Team and Branch.
• Ensure communications and enquiries are managed effectively and responded to in a timely manner.
• Maintain accurate and secure records across all systems and databases.
• Ensure all member information is handled confidentially and in accordance with relevant policies and procedures.
• Support the smooth running of the Branch office and reception function.

Skills, Knowledge and Expertise

Key Skills & Experience

• Previous experience in customer service role.
• Strong organisational and time-management skills with the ability to prioritise workload effectively.
• Excellent verbal and written communication skills.
• Experience using Microsoft Office applications.
• Ability to handle confidential and sensitive information with discretion.
• Strong attention to detail and accuracy.
• Ability to work independently and as part of a team.

Desirable

• Experience working within a membership organisation, staff association, trade union, or police-related environment.
• Experience of membership management systems.
• Knowledge of GDPR and data protection requirements.

Benefits

We offer multiple benefits to our HQ employees including: flexible working, hybrid working, competitive salary, private healthcare, enhanced pension contribution, enhanced leave, employee assistance program, onsite free lunches and refreshments, free onsite gym, free onsite parking, 26 days holiday (increasing with length of service), mental health clinics, support for continuous professional development, employee discounts and more….

*Please note that these duties and responsibilities are not exhaustive and may be changed

from time to time in line with the reasonable requirements of the Police Federation and as

directed by the line manager, on behalf of the Head of Department.