The Role
Provide administrative and customer support for DofE operations across England. Responsibilities include managing enquiries, complaints, licensing activity, Gold Award verification, celebration events, records, reporting, eDofE accounts, and process improvements. The role supports Licensed Organisations, volunteers, partners, and colleagues while ensuring accurate, compliant, and high-quality service delivery. This is a 12-month maternity cover contract requiring strong organisation, communication, problem-solving, Microsoft Office skills, and stakeholder management.
Summary Generated by Built In
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.
- 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.
Licensed Organisation Support
- 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
N.B. this postion is a 12 month maternity cover contract.
What we are looking for:
We're looking for someone who thrives in a busy environment, enjoys working with people, and takes pride in delivering excellent service.
- 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.
How to apply and interview dates
If you feel excited by this role and believe you have the necessary skills and experience to become a valued team member, please go to our website and apply.
The deadline for applying for this role is: Tuesday 13th October - Midnight.
Interviews will take place on: WC 26th October to be held via Teams
If you would like to access the application form in a different format or if you would like any assistance that might help improve your experience while completing the application, please contact us by email [email protected]
Benefits
We offer excellent staff benefits including a generous pension contribution, an employee assistance programme, healthcare cash plan and volunteer leave. Also, 25 days holiday, plus Bank Holidays and an additional 3 days paid leave between Christmas and the New Year. Buy additional annual leave, benefits discount website, death in service benefit 4 x salary, incapacity benefit, generous family leave and sick leave.
The DofE are committed to safeguarding and promoting the welfare of young people. All successful applicants will be required to undergo an Enhanced Disclosure and Barring Service check. (e.g. DBS/PVG or similar), including references covering any gaps of employment/education, confirm eligibility to work in the UK and complete a health check.
**The geographical allowance is based on a member of staff having a home or office-based postcode within 30 miles (as the crow flies) from Charing Cross, WC2N 5HS. The allowance is 7% capped at £4,000 per annum.
The DofE are committed to safeguarding and promoting the welfare of young people. All successful applicants will be required to undergo an Enhanced Disclosure and Barring Service check. (e.g. DBS/PVG or similar), including references covering any gaps of employment/education, confirm eligibility to work in the UK and complete a health check.
**The geographical allowance is based on a member of staff having a home or office-based postcode within 30 miles (as the crow flies) from Charing Cross, WC2N 5HS. The allowance is 7% capped at £4,000 per annum.
About
The Duke of Edinburgh’s Award is a renowned charity that empowers young people by offering life-changing programs. With a vision of Youth Without Limits, their aim is to provide over a million young individuals, particularly those facing marginalisation, the opportunity to participate in their transformative initiatives within the next five years. By supporting young people in acquiring new skills, overcoming obstacles, and building confidence and resilience, they promote personal growth and development. The organisation operates by licensing and supporting various institutions like schools, colleges, youth groups, and hospitals to run their programs. They prioritise the safety of participants and have taken necessary measures to ensure it. Additionally, The Duke of Edinburgh's Award has an Executive Leadership Team that works together to expand their provision and a team of Trustees who set the strategic direction for the charity. With an international reach in over 130 countries and territories, the DofE is part of The Duke of Edinburgh’s International Award Foundation, which aims to provide opportunities to young people globally. The history of the DofE traces back to 1956 when it was initially launched for boys. Over the years, it has evolved and now offers programs for young people aged 14 to 24, focusing on four key sections: Volunteering, Physical, Skills, and Expedition. The impact of the DofE has been astounding, with millions of young people benefiting from the program. Even during challenging times like the coronavirus pandemic, the dedication and contributions of DofE participants have been remarkable. As the UK recovers, the DofE continues to support and empower young people, playing a vital role in the national effort. With a rich history and a commitment to youth development, The Duke of Edinburgh’s Award remains a beacon of opportunity and growth for young individuals across the globe.
Skills Required
- 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
- Enhanced Disclosure and Barring Service check
- References covering gaps in employment or education
- Eligibility to work in the UK
- Completion of a health check
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The Company
What We Do
The Duke of Edinburgh's Award (DofE) is a globally recognized youth awards program that challenges young people to develop skills, resilience, and leadership. It helps them build lifelong belief in themselves, follow their passions, and discover talents they never knew they had.
