Developing AO & EO Potential: Practical Skills for Early Career Success

Administrative Officers (AO) and Executive Officers (EO) are the backbone of government departments, ensuring effective operational delivery, supporting senior leaders, and helping services run smoothly. Developing their capability, confidence and professionalism early is key to ensuring stronger teams and better outcomes.

This interactive online conference equips AOs and EOs the practical skills, insights and confidence to excel in their roles and prepare for progression.

Why Attend

Through a mix of expert-led sessions, practical exercises, and peer learning, attendees who are new to the Civil Service or looking to strengthen their skills will:

• Gain a clear understanding of AO & EO responsibilities and how to perform effectively at these grades
• Build confidence in handling enquiries, managing diaries, and supporting casework
• Learn how to communicate and collaborate effectively with colleagues, managers, and stakeholders
• Explore how to move beyond routine tasks to add real value to their teams and departments
• Hear personal perspectives on resilience, progression, and making the most of early career opportunities

09:20

Welcome and Introduction to the Conference

09:25

Examining AO & EO Roles and Responsibilities

• Overview of the key aspects of AO & EO roles, and what it takes to thrive at that grade
• Understanding the importance of these roles in operational delivery and supporting senior leaders

Sandra Johnson, Founder Sandra Johnson UK, Former Whitehall Civil Servant and FTSE Leader

10:00

Comfort Break

10:15

Mastering Administrative Excellence

• Managing enquiries effectively: tips for handling in-person, phone and online queries
• Best practice in scheduling meetings, travel and diary management
• Staying on top of records, filing and databases while avoiding common mistakes
• Practical activity: spot the mistakes in a case study of poor administrative practice

Marie Ellis, Communication and Engagement Manager, HMRC

11:00

Comfort Break

11:15

Taking Ownership and Building Confidence

• Moving beyond ‘just admin’ and understanding the bigger picture of departmental work
• Taking responsibility for complex tasks and recognising when to escalate
• Introduction to casework handling for EOs
• Practical activity: paired discussion on ‘How can I add value beyond my core tasks’

Saj Zafar, CEO & Founder, LeadHership Academy; Former Civil Servant

12:00

Comfort Break

12:15

Communication and Collaboration Skills

• Tips for writing clear and professional emails
• Communicating effectively with managers, colleagues and stakeholders
• Managing up: how to support your HEO/SEO effectively
• Practical roleplay activity: turning a vague instruction into clear action

13:00

Personal Perspectives – How to Thrive as a AO & EO

• Building resilience and managing workload under pressure
• Knowing where to find resources and support
• Developing skills for progression: from AO to EO, and EO to HEO
• Take away reflection exercise: Personal action plan – 3 things I’ll do differently from tomorrow

Angella Anderson, Finance Support Manager, Integrated Corporate Services

Shauna Leibe, Business Support Unit, Home Office

Catherine Sheppard, People and Capability, Department for Work and Pensions

13:30

Chair's Closing Remarks & Conference Close