Operations Support Administrator

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The ability to gain security clearance is essential for this position. The post is based in Perry Barr.

Purpose of the Role

The Operations Support Administrator plays a key role within the Mobile Device Managed Service Team, supporting the delivery of high-quality services to a major metropolitan police force.

This role combines administration, customer support, asset management and operational coordination to ensure devices, radios and associated equipment are issued, tracked, maintained and repaired efficiently. The successful candidate will work closely with customers, suppliers and internal colleagues to deliver a responsive and professional service while maintaining accurate records and audit compliance.

The role requires a proactive individual who can manage multiple priorities, identify process improvements and contribute positively to a fast-paced operational environment.

Key Responsibilities

Responsibilities

Process requests for the issue, replacement and repair of handheld and vehicle radios.; Support day-to-day operational and administrative activities across the Managed Service team.; Accurately record and maintain service-related information in line with customer and contractual requirements.; Process customer orders and ensure timely completion of associated administration activities.; Maintain accurate documentation and audit trails to support compliance and reporting requirements.; Monitor and manage stock levels, ensuring Asset management records are accurate and up to date.; Coordinate the processing of faulty equipment, including returns, repairs and replacements.; Support asset tracking and lifecycle management activities to ensure accountability of equipment and resources.; Assist with regular stock audits.; Act as a first point of contact for customer queries and service requests.; Manage and resolve customer enquiries professionally and efficiently, escalating issues where appropriate.; Provide timely updates and clear communication to customers regarding service requests and repairs.; Liaise with third-party suppliers to support service delivery and ensure agreed timescales are met.; Provide administrative support to Vehicle Technicians and the wider Operations team.; Support colleagues during periods of absence or increased workload to ensure continuity of service.; Identify opportunities to improve processes, efficiencies and ways of working.; Contribute to a collaborative team environment focused on delivering excellent customer service.; Undertake any other duties reasonably required to support business objectives and service delivery.

Requirements

Previous experience in an administrative, operational support or customer service environment.; Strong organisational skills with the ability to manage multiple tasks and priorities effectively.; Excellent attention to detail and commitment to maintaining accurate records and documentation.; Strong written and verbal communication skills.; Confident and professional when interacting with customers, suppliers and colleagues.; Ability to work effectively under pressure within a busy, customer-focused environment.; Demonstrates accountability and understands the importance of compliance, audit trails and data accuracy.; Proactive approach to problem solving and continuous improvement.; Strong working knowledge of Microsoft Office applications, including Outlook, Word and Excel.; Ability to work independently while contributing effectively as part of a team.; Full UK driving licence.; A customer-focused approach and commitment to service excellence.; Ownership and accountability for delivering high-quality work.; A proactive, positive and solution-oriented mindset.; Strong attention to detail and commitment to accuracy.; Excellent teamwork and collaboration skills.; Flexibility and adaptability in response to changing business requirements.; Professionalism, integrity and discretion when handling sensitive information.

Nice to have

Experience working within a Service Desk, Help Desk, Managed Service or Technical Support environment.; Experience of stock control and asset tracking processes.; Familiarity with ITIL (ITSM) service management or customer relationship management (CRM) systems.; Experience supporting public sector, emergency services or other highly regulated customers.; Demonstrable experience of identifying and implementing process improvements.; Understanding of logistics, repair management or technical equipment administration.