Role: Apprentice Service Administrator

Contract Type: Full-time, 18-months apprenticeship

Location: Livingston, Scotland (EH54 7BN)

Interview Process: 2-stage (Virtual and Face-to-face)

Hours: Monday – Friday – 37.5 hours (shifts fall between 8am – 6pm)

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

Exciting new opportunity has arisen for an Apprentice Service Administrator, who will work in our Technical Services team, learning to manage client requests from initiation through to resolution, developing the skills and confidence to deliver excellent customer service and administrative support.

This is a client-facing role where clear, proactive communication and a strong focus on service excellence are essential. You will also play an active part in supporting the transition of projects into service as well as working with the Technical Services Managers and Service Delivery Manager to drive continual service improvement

Key responsibilities

Act as the first point of contact for clients, logging and managing requests with an awareness of impact to the business

Own cases end-to-end, ensuring all responsible parties are engaged and that updates are provided regularly to clients and stakeholders

Collaborate with the Tech teams to leverage technical knowledge for faster resolution, improved analysis, and identification of trends

Support service handovers from Projects, helping clients understand available support and contractual obligations

Maintain high standards of case management, including hygiene, documentation, and communication

Ensure all new cases receive timely first responses, prioritising direct engagement (e.g., phone call) over passive communication

Perform pre-implementation testing of service enhancements

Involvement in the provision of weekly and monthly client reporting

Skills and experience

Essential

Good communication skills, both written and verbal

Basic IT skills (Microsoft Office, email, Teams, etc.)

Willingness to learn and take on feedback

Good organisational skills and attention to detail

Reliable and professional approach to work

Ability to work as part of a team

Positive attitude and enthusiasm for developing a career in administration

Desirable

National 5s (or equivalent) in English and Maths

Experience of school projects, volunteering, part-time work or work experience

Interest in business, administration, HR, Finance or customer service

Familiarity with Microsoft Word, Excel and PowerPoint

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.

If you do require details of the vacancy or the application process in an alternative format, please email jobs@kinly.com outlining your requirements.

About Kinly

Kinly is the globally trusted AV and UCC technology advisor to world-class organisations. Our solutions drive maximum collaboration, engagement and productivity to enable a world where people can work together, from everywhere. Our people are unified by a passion for helping teams achieve their workplace communication and collaboration goals, irrespective of complexity, location or project size. We design, engineer and support audio visual and collaboration technology solutions that add real business value and deliver exceptional user experiences, every time.

Equal Opportunities

Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.