Position: Service CARE Desk Operations Administrator – National Support Centre
Location:
Newton-le-Willows – National Support & Command Centre (Operational Hub)
Hours:
Monday to Friday 09:00am – 17:00pm, or aligned to the live operational demands and service requirements of the role
Salary:
£12.21 per hour
What's in it for you?
* Attractive and competitive annual leave allowance
* Access to advanced / early pay scheme for financial flexibility
* Death in Service Insurance Scheme – 2 x Salary (available upon successful completion of trial period)
* Free colleague app – unlocking extensive lifestyle benefits, mental health & wellbeing support and exclusive discounts
* Community Social Value Days (at Line Manager discretion and in line with policy)
* Weekly recognition and reward programme celebrating performance excellence
* Refer a Friend monetary scheme (Terms & Conditions apply)
* Career development pathways within a £300m+ national organisation
* Access to Kingdom Academy professional development programmes
* Award-winning, people-first culture
* Vivup employee benefits platform
Responsibilities
Live Operations & Service Desk Excellence
* Act as a central coordination point within the National Support & Command Centre — the heartbeat of live operations
* Deliver rapid, professional responses to client and internal enquiries
* Manage dynamic ad-hoc cover requests and service adjustments with precision
* Drive resolution of service dissatisfaction cases with accountability and urgency
* Respond to incidents and alarm activations, ensuring structured escalation and documentation
* Maintain operational fluidity by proactively monitoring live workflows
Colleague Welfare & Attendance Governance
* Oversee colleague attendance, absence monitoring and safety assurance
* Conduct structured welfare checks to protect colleague wellbeing
* Escalate operational or welfare risks in line with protocol
* Maintain accurate, audit-ready documentation of colleague interactions
Supplier & Commercial Coordination
* Raise and manage purchase orders in line with approved supplier frameworks
* Monitor supplier performance and service standards
* Produce clear, data-driven reports supporting operational decision-making
Customer & Contract Administration
* Maintain accurate contract records, amendments and notice periods
* Generate and update key performance reports (unallocated hours, variance reporting, etc.)
* Coordinate contract decommissioning (SA09) and new business setups (NBE)
* Administer public holiday planning and service continuity arrangements
* Ensure documentation accuracy, compliance and system integrity
Access Control & Centre Security
* Manage secure access control within the National Support Centre
* Uphold secure, compliant entry processes aligned to operational standards
Service CARE Relationship Management
* Build trusted, professional relationships with allocated client portfolios
* Conduct proactive telephone welfare and service assurance calls
* Accurately log, document and report all client and colleague interactions
* Contribute to continuous service improvement and client retention
What We Are Looking For
Experience & Qualifications:
* Minimum 2 years' experience in a similar operational or service-led environment
* Demonstrable experience supporting live service coordination or administrative functions
* Full five-year checkable employment history including references, credit check and right to work in the UK
* Relevant additional qualifications welcomed
The Ideal Candidate Will Be
* Service-driven and people-focused, acting as a professional Kingdom ambassador
* Calm, composed and decisive in fast-paced or live operational environments
* Highly organised with exceptional attention to detail and process discipline
* Proactive, accountable and solution-orientated
* Confident communicator across multiple levels — verbal and written
* Technically proficient in Microsoft Office (Outlook, Word, Excel and more)
* Digitally confident and quick to adopt internal systems
* Data-aware, comfortable producing accurate reports and operational insights
* Capable of working autonomously while contributing positively to a team culture
* Entrepreneurial in mindset, always seeking improved ways of working
* Aligned to our CARE values, demonstrating integrity, consistency and professionalism
* Committed to continuous development and operational excellence
If you thrive in a high-energy, fast-moving operational environment and want to play a critical role at the centre of live service delivery — this is your opportunity.
Apply now and become part of the operational engine powering Kingdom Services Group.