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Service Support Coordinator

Services Support Coordinator

Reporting to: Head of Central Services

Salary: £22,500 per annum (FTE)

Terms: Permanent

Hours of work: up to 30 hours per week

Closing date: 14th November 2025

Background

At Age UK Buckinghamshire we support older people in Bucks achieve and maintain their independence and wellbeing. We do this by working together to improve older adults’ physical, cognitive, social and financial ‘health’, so they can achieve and maintain their independence and sense of well-being for longer.

We currently support older people with a range of services, including Information and Advice, Welfare Benefits, Befriending and social reconnection, Dementia Support and Hospital Discharge Support - which features support to get home from hospital and up to 6 weeks practical community support aimed at preventing readmission.We can also refer clients to a range of Home Services via a network of self-employed agents, who deliver services like housekeeping and gardening.

We support over 5,000 older people a year and have grown substantially as an organisation in recent years, doubling our staff numbers and our income. However, unrestricted income has become a key driver for sustainability and we now need to focus more on nurturing our community of supporters and generating more income.

Job Purpose
This role is central to ensuring the smooth and efficient running of service support operations through high-quality coordination. This role supports organisational effectiveness by maintaining systems and coordinating resources within specific services, and fostering a welcoming and inclusive environment for volunteers, supporting recruitment, onboard and engagement processes to ensure volunteers are well informed and integrated into the organisation.


Key Responsibilities

  • Manning Service email inbox - checking for referrals, responding to enquiries and forwarding
    emails to team members when necessary.
  • Inputting referrals into CLOG and assigning them.
  •  Triaging clients as referrals received, allocating them a strand of service and checking
    consents/opt ins
  • Returning calls when gone to voicemail, filling out referrals as they come in.
  • Running weekly reports on volunteers, clients, outcomes. Checking against KPIs.
  • Making feedback calls to attain qualitative and quantitative data, for both clients and
    volunteers.
  • Printing and sending client letters for the team, saving time for outreach.
  • Inputting data onto reporting spreadsheets.
  • Ensuring office supplies are maintained
  • Maintain and update employee records on the Breathe HR system; starters/leavers, holiday
    entitlement etc
  • Prepare absence records and signing in forms on a weekly basis.

Such other duties and projects as may be required.

Person Specification

Essential:

  • An empathy and understanding of older people and the opportunities and challenges they have
  • Experience of inputting data onto database systems and the ability to retrieve statistical information as required
  • Friendly, personable and calm under pressure
  • Excellent oral and written English, and a strong communicator.
  • Good organisational and prioritisation ability
  • Work-experience of office systems and processes.
  • Self-motivated, able to work unsupervised, with a mature and flexible approach.

Desirable

  • Experience working with older people
  • Charity and voluntary sector experience
  • Experience of working with volunteers

Terms and Conditions:

  • The position is office-based, but with some flexibility to work from home.
  • 30 hrs a week, with some flexibility regarding working hours
  • With the approval of the line Manager, starting and finishing times may be varied to suit individual circumstances.
  • Employees are entitled to 5 weeks (25 working days) holiday per full time role per calendar year. In addition, you will also be entitled to all the Public and Bank holidays in England.
  • The Charity meets the current legislation by providing a pension scheme. All employees are enrolled in the opt in scheme and if they wish to opt out must complete appropriate paperwork.

Our values

Commitment to the aims of the organisation and the ability to demonstrate the following values:

  • Enabling We assist older people to live independently and exercise choice
  • Influential We listen to older people, represent their interests and ensure their voices are heard
  • Dynamic We are innovative, driven by results and consistently deliver for older people
  • Caring We are passionate about what we do and care about each individual
  • Expert We are authoritative, trusted and quality orientated

Equal Opportunities

Age UK Buckinghamshire wants to become more representative of the community we serve. We encourage equality, diversity and inclusion in the workplace and encourage applications from our wonderful rainbow of talent in Bucks and people of all ages.

This job description may change from time to time according to the needs of the organisation.

How to apply:

Please send your up-to-date CV to recruitment@ageukbucks.org.uk with a covering letter, detailing the following:

  • Why are you are interested in the role
  • What skills and experience you can bring to the role
  • What areas of development you feel that you may have