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Core Responsibilities

• Provide administrative and operational support to ensure effective service delivery
• Maintain accurate records and data within organisational systems (including Dynamics)
• Support financial processes including invoices, purchasing and petty cash
• Act as a key point of contact for enquiries, supporting service access and communication
• Coordinate meetings, diaries, resources and general service organisation
• Support compliance with organisational policies and procedures
• Support 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 environment

Service-Specific Responsibilities

• Health & Safety coordination and local compliance tasks
• Property and facilities management
• Reception / front of house responsibilities
• Supporting local funding, resources or community activity
• Event coordination or service-specific administration
• Additional systems or reporting requirements
• Support 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 budget

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What We're Looking For

We'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 skills
• Ability to manage competing priorities and work independently
• Confidence using systems and managing data accurately
• Strong communication and interpersonal skills
• A proactive and flexible approach
• Alignment with Children First values

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Our Values

Everything we do is guided by our values:

• With Love: We put children first with compassion and kindness.
• With Purpose: We work alongside families and partners to transform children's lives together.
• With Strength: We do whatever it takes to protect Scotland's children.

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What You'll Get From Us

At 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.

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Join Us

If 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 Scotland

Please 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_pack

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JOB DESCRIPTION:

Role Summary

You 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.

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Key Results Areas

Service Operations and Coordination

• Services are well-organised, responsive and able to operate effectively, with administrative and operational processes running smoothly and consistently.

Systems and Data Management

• Accurate and timely data is maintained across systems (including Dynamics, Advice Pro and our Call Handling System), supporting service delivery, reporting and organisational insight.

Finance and Resource Management

• Service-level financial processes are managed accurately and in line with organisational procedures.

Facilities, Health & Safety and Local Operations

• Service environments are safe, compliant and well-maintained, with appropriate coordination of property, facilities and health & safety activities.

Team and Service Support

• Practitioners and managers are effectively supported through coordination of meetings, diaries, resources and operational requirements.

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Core Responsibilities

• Provide administrative and operational support to ensure effective service delivery
• Maintain accurate records and data within organisational systems (including Dynamics)
• Support financial processes including invoices, purchasing and petty cash
• Act as a key point of contact for enquiries, supporting service access and communication
• Coordinate meetings, diaries, resources and general service organisation
• Support compliance with organisational policies and procedures
• Support 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 environment

Service-Specific Responsibilities

• Health & Safety coordination and local compliance tasks
• Property and facilities management
• Reception / front of house responsibilities
• Supporting local funding, resources or community activity
• Event coordination or service-specific administration
• Additional systems or reporting requirements
• Support 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