Operations Administrator

Overview

Are you a technically minded individual with a keen eye for detail and a drive to develop your skills further? Do you enjoy improving processes, solving technical challenges, and using data to make informed decisions? If so, this could be the perfect opportunity for you.

Hours: 35

Salary: £25,386.41 plus competitive benefits package

Location: Blackpool

Status: Permanent

The Federation of Small Businesses (FSB) is the leading voice of 5.7 million small businesses and the self-employed across the UK. Since 1974, we ve supported people to start, run and grow their own business. With market-leading benefits, local support, financial expertise, networking events and more, we provide our members with all the tools they need to succeed in business. We re also the UKs leading business campaigner, focused on delivering change on issues that matter most.

With teams across the UK, we work with governments and decision-makers to make real change happen.

We are looking for a technically capable Operations Administrator to work closely with the Operations Manager in our dynamic Contact Centre environment. This role is ideal for someone with good grounding in technical systems who is eager to learn and take on greater responsibility over time. You ll play a key role in ensuring the smooth running of our telephony and workforce management systems, alongside providing operational support across a range of areas.

This is a fantastic opportunity to grow your expertise in a technical and operational setting while contributing to the success of the wider organisation.

As an Operations Administrator
, your day will be varied and hands-on, ensuring the smooth running of our Contact Centre operations. You ll be reviewing agent schedules, managing shifts, breaks, and holiday requests in our workforce management system to keep the team running efficiently. Regularly analysing interaction volumes, you ll adjust resources as needed and support the planning of daily activities.

Some of your time will be spent ensuring the technical systems that underpin the Contact Centre such as call routing, IVR, and recording software are running smoothly. If issues arise, you ll troubleshoot and collaborate with internal and external teams to resolve them. You ll also contribute to continuous improvement by suggesting and implementing system enhancements.

Supporting our CRM system will be another key aspect of your role. You ll handle administrative tasks, ensure data accuracy, and analyse performance metrics to provide valuable insights. You ll also assist in developing our migration to a new Salesforce platform, playing an important part in its ongoing evolution.

Throughout the day, you ll provide technical support where required to advisers and managers, helping with system queries and ensuring any disruptions are resolved quickly. It s a role where every task helps keep our Contact Centre running effectively, providing vital support to small businesses across the UK.

Essential Qualifications

• Educated to GCSE level

• Experience of working in a Contact Centre environment
• Working with a variety of systems and therefore technically minded and eager to learn

FSB is dedicated to helping small businesses survive through these difficult times, and we value our staff enough to provide highly competitive rates of pay, benefits, and internationally recognised qualifications. We believe your work life balance is important, so our working hours dont include weekend or evening work. We provide you with all the tools, skills and support to help our members every day, and help you develop your skills through teamwork and relationship building.

We believe diversity is the key to success, and we encourage people from all walks of life and backgrounds to come and join us. Our inclusive environment allows all our employees to bring their whole selves to work.

• 26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot*
• Annual Flex Pot
  * to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme and discounted gym membership
• Health cash plan* (Access to claim back numerous benefits, including towards dental treatment, optical, chiropody, physiotherapy, counselling, health and wellbeing)
• Critical illness and income protection insurance*
• Enhanced Maternity and Paternity Pay
• Access to an employee assistance programme and mental health first aiders
• Group Personal Pension (GPP)
• Applicable on completion of probationary period and subject to terms

All applications to be received by 18 February 2026. Any applications received after this date will be held on file for a maximum of 6 months and reviewed if the first round of applicants are unsuccessful.

All applicants must be able to provide at…