Business Support Assistant

The Duke of Edinburgh's Award

1d•Remote

About The Position

The Duke of Edinburgh’s Award (DofE) is looking for a highly organised and customer-focused Operations Support Administrator to join our England Operations team. This is an exciting opportunity for someone who enjoys administration, problem-solving, and working with a wide range of stakeholders. You'll play a key role in supporting Licensed Organisations across England, helping to ensure the smooth delivery of the DofE programme and providing high-quality support to volunteers, partners, and colleagues. As an Operations Support Administrator, you will provide efficient administrative and customer support across a range of operational activities. You will be responsible for maintaining accurate records, responding to enquiries, supporting reporting activities, and ensuring key processes are delivered to a consistently high standard. You will work closely with colleagues across the organisation, helping to improve processes, identify trends, and support stakeholders in delivering life-changing opportunities for young people.

Requirements

Previous experience in an administrative role.
Experience providing customer support and using customer service systems.
Confidence working with a wide range of stakeholders.
Strong Microsoft Office skills, including Word, Outlook, Excel, Teams, and PowerPoint.
Experience of problem-solving within an administrative environment.
Experience maintaining accurate records and handling information with attention to detail.
Excellent organisational skills and attention to detail.
Strong time management and prioritisation abilities.
A customer-focused approach with a commitment to high-quality service.
Good literacy and numeracy skills.
Strong written and verbal communication skills.
Ability to work independently and manage competing priorities.
A proactive, positive attitude and willingness to support colleagues.
A collaborative approach and strong team-working skills.

Responsibilities

Provide high-quality administrative support across the team's activities.
Deliver excellent customer service to internal and external stakeholders.
Respond to enquiries and requests for support relating to DofE delivery and operational processes.
Ensure enquiries and complaints are managed and recorded in line with DofE policies and procedures.
Assist with data collection, reporting, and analysis, identifying trends and potential risks.
Produce reports and support information requests as required.
Maintain accurate records and robust administrative processes.
Support continuous improvement initiatives and identify opportunities to enhance services and resources.
Keep up to date with developments in the DofE programme and eDofE systems.
Collaborate with colleagues across the UK through project and working groups.
Support other areas of Business Support when required.
Process and monitor licensing activity for Licensed Organisations across England, including licence amendments and terminations.
Manage Gold Award verification processes and respond to related enquiries.
Support the administration of Gold Award Celebration events, including guest invitations.
Provide advice and support regarding licensing, Gold Award approvals, and celebration events.
Create adult and demonstration accounts within eDofE in line with safeguarding requirements.
Manage complaints and incidents, escalating where appropriate.