Service Desk Administrator

We are seeking a highly organised and detail-oriented Administrator to join our team. In this pivotal role, you will be responsible for overseeing various administrative functions, ensuring the smooth operation of our Canine Services Department. The ideal candidate will possess strong administrative skills, with the ability to multitask and work well under pressure. Your ability to manage data entry tasks efficiently while maintaining excellent phone etiquette will be crucial to your success in this position.

Duties

• Receiving all helpdesk emails and allocating them to the correct team member. Ensuring once notified that the job is completed, the helpdesk emails are filed accurately and timely.
• Handle incoming calls from clients, service partners and field engineers.
• Overseeing the scheduling of shifts to our subcontrcators via TimeGate and providing weekly reports on shift statistics
• Assisting Operations department to update Operating Software with accurate site information and subcontractor details.
• Manage daily office operations and ensure efficient workflow
• Perform data entry tasks accurately and promptly
• Finance Support; raising task completion sheets for the Accounts Department to raise invoices
• Maintain accurate records of subcontractor availability, contact details, relevant documentation and deployment requirements.
• Issue clear shift details and deployment information to handlers and subcontractors as required.
• Escalate unresolved coverage issues, late changes and operational risks promptly to the Head of K9.

Systems and site information

· Maintain accurate and up-to-date K9 site information within BigChange, including site contacts, addresses, access arrangements, operational requirements, risks and client-specific instructions.

· Support the creation, review and amendment of jobs, customer records and site details in BigChange.

· Ensure information held across operational systems is complete, consistent and suitable for use by mobile teams.

· Use Timegate as the principal system for rostering and related workforce administration.

· Produce routine reports, schedules, trackers and administrative information for the Head of K9 and wider management team.

Assignment instructions and operational documents

· Create, update and distribute Assignment Instructions for K9 assignments, ensuring they are accurate, clear, current and issued to relevant personnel.

· Coordinate input from operations, clients and the Head of K9 when preparing or revising Assignment Instructions.

· Maintain version control and records of issued Assignment Instructions and related site documentation.

· Support the administration of risk assessments, site-specific requirements, deployment packs and other operational documentation where required.

· Ensure dog handlers and subcontractors receive relevant instructions before deployment and acknowledge key requirements where applicable.

Training and onboarding coordination

· Coordinate onboarding administration for new K9 starters, including arranging induction activity, collecting required documentation and scheduling initial training.

· Organise training for new dog handlers in liaison with the Head of K9, trainers, operational managers and external providers.

· Maintain a training matrix and track mandatory, role-specific and refresher training requirements.

· Arrange refresher training, assessments and renewal activity in advance of expiry dates.

· Issue training confirmations, joining instructions and attendance information to participants.

· Maintain accurate training and competency records and escalate overdue, expired or missing requirements.

Uniform, equipment and supplies

· Process requests for dog-handler uniforms, PPE, operational kit and associated supplies.

· Order uniforms and kit in line with approved requirements, budget controls and company purchasing procedures.

· Maintain records of items ordered, issued, returned and outstanding, including sizing and replacement requirements where appropriate.

· Liaise with suppliers regarding quotations, availability, delivery dates, shortages and order queries.

· Support the Head of K9 in monitoring stock levels and identifying anticipated uniform and kit requirements.

Welfare audit follow-up

· Receive, log and review welfare-audit reports and support the Head of K9 with the administration of follow-up actions.

· Maintain a clear action tracker for welfare-audit findings, recommendations, owners, target dates and completion status.

· Follow up with relevant handlers, supervisors, subcontractors or managers to obtain updates and evidence of action taken.

· Escalate overdue, high-risk or unresolved welfare actions to the Head of K9 without delay.

· Maintain organised records of welfare audits, correspondence, corrective actions and completed evidence.

General administration and communication

· Provide day-to-day administrative support to the Head of K9, including diary support, meeting coordination, document preparation, filing and record maintenance.

· Respond professionally to enquiries from handlers, subcontractors, clients, suppliers and internal teams, directing matters appropriately where needed.

· Prepare correspondence, spreadsheets, trackers, reports and presentations as required.

· Maintain confidential personnel, operational and commercial information securely and in accordance with company policies and data-protection requirements.

· Support continuous improvement of administrative processes, templates, reporting and record-keeping within the K9 department.

· Undertake other reasonable duties consistent with the level and purpose of the role.

Key working relationships

· Head of K9

· K9 dog handlers and supervisors

· Operations and scheduling teams

· Subcontractors and external dog-handling providers

· Training providers, assessors and instructors

· HR and Compliance teams

· Clients, site contacts and facilities representatives

· Uniform, PPE and equipment suppliers

Person Specification

Essential experience and skills

Criteria

Requirement

Timegate

Proven working knowledge of Timegate, including the ability to create and amend rosters, allocate shifts, monitor coverage and maintain accurate scheduling records.

Administration

Previous experience in an administrative, scheduling, coordination or operations-support role.

Rostering

Experience of managing shift rotas, deployment schedules, staffing records or workforce planning in a time-sensitive environment.

Communication

Strong written and verbal communication skills, with the ability to communicate clearly and professionally with employees, subcontractors, suppliers, clients and managers.

Organisation

Excellent organisational and time-management skills, with the ability to prioritise competing tasks and meet deadlines.

Attention to detail

High level of accuracy when entering information, preparing documents, maintaining records and checking operational details.

IT skills

Competent user of Microsoft Office, particularly Outlook, Word and Excel, including spreadsheets, trackers and routine reporting.

Problem solving

Ability to identify gaps, risks, missing information and outstanding actions, and to follow them through to resolution or escalation.

Confidentiality

Ability to handle confidential employee, client and operational information appropriately.

Teamwork

Ability to work collaboratively as part of an operational team while also managing workload independently.

Desirable experience and skills

Criteria

Requirement

BigChange

Working knowledge of BigChange, including maintaining customer, site, job and operational information.

Security sector

Previous experience in the security, facilities management, enforcement, logistics, transport or another 24/7 operational environment.

K9 operations

Experience of supporting dog-handling, K9, animal-welfare, guarding or field-based operations.

Training coordination

Experience of arranging inductions, mandatory training, refresher training, assessments or licence/qualification renewals.

Compliance administration

Experience maintaining audit records, action trackers, Assignment Instructions, risk assessments or compliance documentation.

Procurement

Experience ordering uniforms, PPE, equipment or operational supplies and liaising with suppliers.

Subcontractor coordination

Experience engaging and coordinating subcontractors or agency personnel, including collecting and maintaining their documentation.

Personal qualities

· Calm and professional under pressure, particularly when dealing with short-notice roster changes or operational queries.

· Proactive, dependable and willing to take ownership of tasks through to completion.

· Methodical and process-driven, with a commitment to maintaining accurate records.

· Approachable and confident when dealing with a broad range of colleagues and external contacts.

· Able to use sound judgement and recognise when issues require escalation.

· Flexible and positive in a fast-paced operational environment.

· Interested in supporting high standards of animal welfare, professional deployment and client service within K9 operations.

Performance measures

Performance in the role may be assessed against:

· Shifts rostered accurately on Timegate and completed within agreed planning timescales.

· Reduction in unfilled shifts, late amendments and avoidable deployment issues.

· Accuracy and completeness of BigChange site records and Assignment Instructions.

· Training, refresher and compliance records maintained accurately, with renewals arranged before due dates.

· Welfare-audit actions logged, followed up and closed within agreed timescales.

· Timely ordering and issue of uniforms, PPE and operational kit.

· Quality of communication, record keeping, responsiveness and support provided to the Head of K9 and operational teams.

Equal opportunities statement

MS Webb is an equal opportunities employer. We are committed to creating an inclusive workplace where all applicants and employees are treated fairly, with dignity and respect.

We recruit, develop and promote people on the basis of their skills, experience, qualifications and ability to perform the role. We do not tolerate unlawful discrimination, harassment or victimisation on the grounds of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation, or any other status protected by law.

We welcome applications from suitably qualified candidates from all backgrounds.

Job Types: Full-time, Permanent

Pay: £28,000.00-£32,000.00 per year

Application question(s):

• Are you located in Kent?

Experience:

• Time \& attendance systems: 1 year (required)
• Rostering : 1 year (preferred)

Work Location: In person