Job Title: Support Line Service Administrator
Reference number: CF26-60
Division: Children and Family Services
Location: Edinburgh
Salary: Band B6, £25,155 - £30,083 per annum
Post Type: Permanent, full-time
Closing Date: 11 October 2026
Interview Date: Week Commencing 19 October 2026
Could you play a vital role within our national Support Line, helping deliver Scotland's mission to eradicate child poverty?
Join Children First and be part of a once in a generation transformation in how families access help to alleviate crisis, prevent harm and build long-term stability to break the cycle of child poverty. Funded by the Scottish Government, we are doubling the size of our Support Line with the aim of supporting 7,500 more families across Scotland in the first year.
We've been preventing harm, supporting recovery and driving change since 1884 and our ambitious plans for the Support Line build on our experience of delivering cash-first, short, medium and long-term holistic support to families living in, or at risk of, poverty.
This is an exciting opportunity to join our growing multidisciplinary team and help ensure every family in Scotland has somewhere to turn when they need help.
You will play a vital role in the expansion and delivery of our national support line service, which offers practical, financial and emotional support to families through phone calls, webchats, advice and information on our website and in their homes and communities across Scotland.
This role plays a key role in supporting the effective day-to-day running of Children First services. The postholder provides operational, administrative and systems support to ensure services run safely, efficiently and in line with organisational requirements.
This role is central to enabling high-quality support for children, young people and families. The postholder will support the effective operation of the national Support Line by coordinating service administration across telephone, webchat and digital channels, ensuring accurate records, efficient service access and high-quality information to support performance monitoring and reporting.
By coordinating key processes such as data management, finance administration, service access and local operations, the Service Operations Administrator allows Support Line Coordinators, volunteers team leaders and managers to focus on delivering impactful support.
The role operates with a high level of autonomy and responsibility, often acting as the first point of contact for operational matters within a service. It requires strong organisational skills, initiative, and the ability to respond flexibly to changing service needs.
Services are well-organised, responsive and able to operate effectively, with administrative and operational processes running smoothly and consistently.
Accurate and timely data is maintained across systems (including Dynamics, Advice Pro and our Call Handling System), supporting service delivery, reporting and organisational insight.
Service-level financial processes are managed accurately and in line with organisational procedures.
Service environments are safe, compliant and well-maintained, with appropriate coordination of property, facilities and health & safety activities.
Practitioners and managers are effectively supported through coordination of meetings, diaries, resources and operational requirements.
We're looking for someone who is passionate about supporting children and families and who can build trust quickly through empathy, compassion and kindness.
Everything we do is guided by our values:
We put children first with compassion and kindness.
We work alongside families and partners to transform children's lives together.
We do whatever it takes to protect Scotland's children.
At Children First, you'll be part of a values-led organisation committed to developing and supporting our people.
If you share our belief that every child in Scotland should grow up safe, loved and free from poverty and want to be part of a team that is transforming how families access support, we would love to hear from you.
Together, we can help alleviate crisis, prevent harm and build brighter futures for children and families across Scotland
Please visit the following link to learn about our recruitment events to meet our team, hear about our plans.
https://issuu.com/children_first/docs/children_first_support_line_recruitment_pack
You will play a vital role in the expansion and delivery of our national support line service, which offers practical, financial and emotional support to families through phone calls, webchats, advice and information on our website and in their homes and communities across Scotland.
This role plays a key role in supporting the effective day-to-day running of Children First services. The postholder provides operational, administrative and systems support to ensure services run safely, efficiently and in line with organisational requirements.
This role is central to enabling high-quality support for children, young people and families. The postholder will support the effective operation of the national Support Line by coordinating service administration across telephone, webchat and digital channels, ensuring accurate records, efficient service access and high-quality information to support performance monitoring and reporting.
By coordinating key processes such as data management, finance administration, service access and local operations, the Service Operations Administrator allows Support Line Coordinators, volunteers team leaders and managers to focus on delivering impactful support.
The role operates with a high level of autonomy and responsibility, often acting as the first point of contact for operational matters within a service. It requires strong organisational skills, initiative, and the ability to respond flexibly to changing service needs.
Services are well-organised, responsive and able to operate effectively, with administrative and operational processes running smoothly and consistently.
Accurate and timely data is maintained across systems (including Dynamics, Advice Pro and our Call Handling System), supporting service delivery, reporting and organisational insight.
Service-level financial processes are managed accurately and in line with organisational procedures.
Service environments are safe, compliant and well-maintained, with appropriate coordination of property, facilities and health & safety activities.
Practitioners and managers are effectively supported through coordination of meetings, diaries, resources and operational requirements.
Need to HaveNeed to ShowNeed to KnowNeed to BeCore ValuesExperience in an administrative or operational support roleAbility to organise and prioritise a varied workload effectivelyUnderstanding of administrative processes within a service environmentProactive and able to take initiativeDemonstrates a commitment to putting children and families first in all aspects of workExperience of using IT systems and maintaining accurate recordsStrong attention to detail and accuracy in data entry and record keepingAwareness of data protection and confidentiality requirementsReliable and accountable in managing responsibilitiesWorks with purpose, understanding how their role contributes to wider service impactExperience supporting teams, services or customer-facing environmentsAbility to communicate clearly and professionally with a range of stakeholdersUnderstanding of basic finance processes (e.g. invoices, petty cash, purchasing)Flexible and responsive to changing service needsShows strength by taking ownership and doing what is needed to support the serviceAbility to manage multiple tasks and deadlinesConfidence in responding to enquiries and acting as a first point of contactAwareness of health & safety responsibilities within a workplaceCalm and solution-focused, particularly when dealing with competing demands or challenging situationsBuilds positive, respectful relationships with colleagues, children and familiesBasic understanding of office systems and processesAbility to work independently while also contributing to a wider team
Understanding of contact centre, helpline or customer service environments and the importance of timely, accurate information management.
Organised and methodical in approach to workDemonstrate compassion, respect and professionalism in all interactions
Children First is Scotland’s national children’s charity. We stand up for children, keep them safe and support them to recover from trauma and abuse through our national and local services.
