Lead Administrator-DEF Academy Services

Serco Group; Shrivenham; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Competitive holiday package

Pension scheme (up to 6%)

Internal courses and apprenticeships

Employee Assistance Programme

Job summary

Serco Group is seeking a Lead Administrator for Course Administration Management at the Defence Academy in Shrivenham. You will coordinate multiple workstreams, mentor colleagues, and drive improvements in service delivery across various customer areas.

Based at Shrivenham, this role supports military personnel and government partners with a focus on efficient administration and continuous improvement. You will lead on prioritising workloads, building relationships with customers, and

Qualifications

• Significant administration experience in a busy, fast-paced environment.
• Ability to manage multiple priorities with minimal supervision.
• Proactive problem solving and practical solution finding in a dynamic setting.
• Strong organisational and time-management skills.
• Effective communication and stakeholder management abilities.
• Ability to build strong professional relationships with customers and stakeholders.

Responsibilities

• Managing and prioritising workloads across multiple workstreams to meet deadlines and service standards.
• Building and maintaining positive relationships with customers, stakeholders and colleagues.
• Managing customer expectations with clear communication and practical solutions.
• Identifying opportunities to improve, simplify and standardise processes for efficiency and consistency.
• Exploring smarter ways of working through automation and digital tools.
• Sharing best practice and contributing to cross-team collaboration and knowledge sharing.
• Coaching, mentoring and supporting colleagues through collaborative working.
• Taking ownership of issues, resolving problems effectively and escalating risks when needed.

Skills

Administration experience

Stakeholder management

Multitasking

Communication

Coaching/mentoring

Process improvement

Independent & collaborative

Tools

Automation

Digital tools

Job description

Select how often (in days) to receive an alert:

Lead Administrator – Course Administration Management

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

Looking for more than a traditional administration role? Join our Course Administration team as a Lead Administrator and play a key role in supporting the delivery of Defence training. Based at the Defence Academy in Shrivenham, you'll contribute to world‑class education and training programmes for military personnel and government partners. Working across multiple customer areas, you'll coordinate activities, build strong stakeholder relationships, mentor colleagues and help drive improvements that make a real difference to service delivery.

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.
• Helping to identify smarter ways of working through automation, digital tools and continuous improvement initiatives.
• 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.
• Enjoys taking ownership, solving problems and finding practical solutions in a fast-paced environment.
• Highly organised, with excellent workload and time management skills.
• An effective communicator with strong stakeholder 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.
• Positive and adaptable, with a commitment to continuous improvement and embracing change.
• Passionate about simplifying processes, improving efficiency and reducing unnecessary complexity.
• Demonstrates resilience, initiative and sound judgement when making decisions and solving problems.

Why Join Us?

This is more than an administration role. It's an opportunity to influence how services are delivered, develop your leadership and coaching skills, and contribute to the delivery of Defence training that makes a real difference. Working with a diverse range of customers and stakeholders, you'll play a key role in driving improvements, embracing innovation and shaping more efficient ways of working. You'll also benefit from excellent development opportunities, with access to training, mentoring and clear pathways for career progression. If you enjoy variety, building relationships and making a meaningful impact, we'd love to hear from you.

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 requiresBaseline 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 obtainformal 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 thatUK residency requirements may apply for certain levels of clearance. You will also complete anOccupational 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).