Senior Digital Mail services administrator

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

Why you’ll love this role as Senior Digital Mail Services Administrator
This is a hands-on operational and leadership role where you’ll play a key part in delivering high-quality Digital Mail Services to clients while also supporting and guiding team members. The role is approximately 80% delivery-focused, ensuring processing accuracy and SLA performance, and 20% people and operational support, helping maintain a smooth, efficient, and well-coordinated service.

You’ll be trusted to take ownership of service quality, step in to support colleagues when needed, and help ensure that both internal and client-facing operations run seamlessly. This is a great opportunity for someone who enjoys balancing structured operational work with team coordination and continuous service improvement.

Key Responsibilities
• Deliver day-to-day Digital Mail Services processing in line with client contracts and internal standards
• Ensure service delivery consistently meets agreed SLAs and quality expectations
• Support and cover for other Senior Administrators and the Service Delivery Manager as required
• Provide line management support including 1:1s with team members and casual staff
• Work with the Service Delivery Manager to maintain and improve standard operating procedures
• Monitor, calculate, and report on team performance and SLA adherence
• Take ownership of resolving SLA breaches or quality issues
• Manage staff rotas, timesheets, and workload distribution
• Liaise directly with clients to resolve queries and ensure service satisfaction
• Provide administrative and operational support to clients when required
• Support onboarding of new contracts, including attendance at set-up calls
• Assist with monitoring and ordering of goods and services for operational continuity
• Handle incoming calls, queries, and administrative requests where needed

Requirements

Experience & Skills

• Experience in Digital Mail Services or similar operational/administrative environment

• Strong attention to detail with a methodical and structured approach to work

• Confident working with performance metrics, SLAs, and reporting tools

• Strong communication and interpersonal skills, with client-facing confidence

• Comfortable using modern workplace and service management technologies

• Ability to work independently while supporting wider team delivery

• Previous experience in supervision, coordination, or informal leadership is desirable

• Experience in administrative processing or operational support environments is beneficial

Benefits

Benefits

Time Off & Work-Life Balance

✔ 25 Days Annual Leave + bank holidays – plus the option to buy up to 10 extra days!
✔ Days of Difference – Up to 5 extra days off for volunteering.

Financial Well-being & Security

✔ Pension Contributions – 5% employer match to support your future.
✔ Income Protection – Up to 75% salary cover for long-term illness.
✔ Life Assurance – 4x salary tax-free lump sum.
✔ Critical Illness Cover – £25,000 lump sum (extendable to dependents).

Health & Perks
✔ Health Cash Plan – Claim back physio, therapies & more.

✔ Electric Vehicle (EV) Scheme – A wide range of electric & hybrid vehicles.
✔ Affinity Groups – Join employee-led communities.
✔ Bounty Bonus – Refer a friend & get rewarded.

At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences.

We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission.

If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.