Lead Administrator-DEF Academy Services

Serco; Idstone; On-site; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Competitive holiday package

Pension scheme

Internal courses & qualifications

Employee wellbeing programme

Discounts and perks

Volunteer day

Inclusive employer

Job summary

Serco Lead Administrator position at the Defence Academy in Shrivenham requires a highly organised, proactive administrator to support two teams and multiple workstreams. You will balance competing priorities, ensure timely delivery of services, and build strong relationships with customers and colleagues.

You will drive improvements, support automation and AI-enabled solutions, mentor colleagues, and maintain effective stakeholder communications while delivering outstanding customer service

Qualifications

• Significant administration experience within a busy, fast-paced operational environment.
• Able to confidently manage multiple priorities and deliver results with minimal supervision.
• Highly organised, with excellent workload and time management skills.
• Skilled at building strong, professional relationships with customers and stakeholders.
• Customer-focused, with the ability to balance customer needs alongside organisational priorities, policies and processes.
• Comfortable working independently and collaboratively as part of a wider team.
• An effective communicator with strong stakeholder management skills.
• Positive and adaptable, with a commitment to continuous improvement and embracing change.
• Interested in how automation, standardisation and AI can enhance service delivery and the customer experience.

Responsibilities

• Managing and prioritising workloads across multiple workstreams to ensure deadlines and service standards are met.
• Building and maintaining positive working relationships with customers, stakeholders and colleagues.
• Managing customer expectations proactively, providing clear communication and practical solutions.
• Identifying opportunities to improve, simplify and standardise processes to increase efficiency and consistency.
• Supporting the department's move towards greater automation and the use of digital and AI-enabled solutions.
• Sharing best practice and contributing to cross-team collaboration and knowledge sharing.
• Supporting colleagues through coaching, mentoring and collaborative working.
• Taking ownership of issues, resolving problems effectively and escalating risks where appropriate.

Job description

Lead Administrator

Location: Defence Academy, Shrivenham SN6 8LA

Salary: £26,109.58 excellent benefits

Schedule: Perm/FT/37 hours Monday – Friday

Ready to impact a better future?

About The Role

We are looking for a highly organised, proactive and adaptable Lead Administrator to join our Course Administration team. This is an exciting opportunity for an experienced administrator who thrives in a fast-paced environment, enjoys building strong working relationships, and takes pride in delivering an excellent service to customers and colleagues alike. Working across multiple customer areas and supporting two administration teams, you will act as a trusted point of contact, balancing competing priorities, managing customer expectations and ensuring the smooth delivery of administrative services. You will be equally comfortable working independently and collaboratively, demonstrating sound judgement, initiative and a positive approach to problem-solving.

What You’ll Do As a Lead Administrator

• Managing and prioritising workloads across multiple workstreams to ensure deadlines and service standards are met.
• Building and maintaining positive working relationships with customers, stakeholders and colleagues.
• Managing customer expectations proactively, providing clear communication and practical solutions.
• Identifying opportunities to improve, simplify and standardise processes to increase efficiency and consistency.
• Supporting the department's move towards greater automation and the use of digital and AI-enabled solutions.
• Sharing best practice and contributing to cross-team collaboration and knowledge sharing.
• Supporting colleagues through coaching, mentoring and collaborative working.
• Taking ownership of issues, resolving problems effectively and escalating risks where appropriate.

Does this sound like you?

• Significant administration experience within a busy, fast-paced operational environment.
• Able to confidently manage multiple priorities and deliver results with minimal supervision.
• Highly organised, with excellent workload and time management skills.
• Skilled at building strong, professional relationships with customers and stakeholders, whilst providing appropriate challenge where required.
• Customer-focused, with the ability to balance customer needs alongside organisational priorities, policies and processes.
• Comfortable working independently and collaboratively as part of a wider team.
• An effective communicator with strong stakeholder management skills.
• Positive and adaptable, with a commitment to continuous improvement and embracing change.
• Passionate about simplifying processes, improving efficiency and reducing unnecessary complexity.
• Interested in how automation, standardisation and AI can enhance service delivery and the customer experience.
• Demonstrates resilience, initiative and sound judgement when making decisions and solving problems.

Why Join Us?

This role offers the opportunity to make a real impact on how course administration services are delivered. You'll work with a wide range of stakeholders, contribute to transformational improvements and help shape more efficient, standardised ways of working that support future growth and innovation.

What We Offer

• Competitive holiday package
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting And Checks

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

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).

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