Senior Administrator & Process Optimisation Lead

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

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