Service Administrator (Support Line)

Job Title: Support Line Service AdministratorReference number: CF26-60Division: Children and Family ServicesLocation: EdinburghSalary:  Band B6, £25,155 - £30,083 per annumPost Type: Permanent, full-timeClosing Date:  20 November 2026Interview Date: Week Commencing 07 December 2026Please note: This vacancy is being extended. Candidates who have previously applied, need not reapply as original applications remain on file. Children First Support LineCould 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 RoleYou 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 Doing1. Service Operations and CoordinationServices are well-organised, responsive and able to operate effectively, with administrative and operational processes running smoothly and consistently.2. Systems and Data ManagementAccurate and timely data is maintained across systems (including Dynamics, Advice Pro and our Call Handling System), supporting service delivery, reporting and organisational insight.3. Finance and Resource ManagementService-level financial processes are managed accurately and in line with organisational procedures.4. Facilities, Health & Safety and Local OperationsService environments are safe, compliant and well-maintained, with appropriate coordination of property, facilities and health & safety activities.5. Team and Service SupportPractitioners 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 deliveryMaintain accurate records and data within organisational systems (including Dynamics)Support financial processes including invoices, purchasing and petty cashAct as a key point of contact for enquiries, supporting service access and communicationCoordinate meetings, diaries, resources and general service organisationSupport compliance with organisational policies and proceduresSupport 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 environmentService-Specific Responsibilities Health & Safety coordination and local compliance tasksProperty and facilities managementReception / front of house responsibilitiesSupporting local funding, resources or community activityEvent coordination or service-specific administrationAdditional systems or reporting requirementsSupport 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 budgetWhat We're Looking ForWe'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 skillsAbility to manage competing priorities and work independentlyConfidence using systems and managing data accuratelyStrong communication and interpersonal skillsA proactive and flexible approachAlignment with Children First valuesOur ValuesEverything we do is guided by our values:With LoveWe put children first with compassion and kindness.With PurposeWe work alongside families and partners to transform children's lives together.With StrengthWe do whatever it takes to protect Scotland's children.What You'll Get From UsAt 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 UsIf 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 ScotlandPlease 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_packTo Apply for this Role, please click here