Service Coordinator

We are looking for a highly motivated Service Coordinator to lead and support a dedicated Telecare team delivering a vital 24/7 response service across Hertfordshire.

In this role, you will manage staff and volunteers, coordinate rotas, and ensure fast, effective responses to service users—often in urgent or emergency situations. You’ll play a key part in maintaining high-quality care, supporting vulnerable individuals, and driving continuous service improvement. This role is central to our mission of connecting human kindness with human crisis.

• Lead, motivate and support a team of staff and volunteers while coordinating a responsive 24/7 Telecare service, including rota planning to ensure full coverage.
• Deliver high-quality, person-centred support by responding to emergencies, liaising with service users, families and professionals, and carrying out welfare checks.
• Monitor service performance by tracking KPIs, analysing data, producing reports, and driving continuous improvement through strong stakeholder collaboration.
• Ensure compliance by conducting risk assessments, maintaining confidentiality and accurate records, and upholding safeguarding, health & safety, and service user rights.

• Strong customer service and communication skills, with a caring approach and confident telephone manner
• Good IT proficiency (MS365) with the ability to manage information efficiently and maintain accurate records
• Excellent organisational and time management skills, with the ability to prioritise and work effectively in a fast-paced environment
• Experience of managing people, with the ability to handle sensitive information discretely; experience in health/social care or the voluntary sector is desirable

Interested? The closing date for applications is 23.59 on Monday 25th May 2026.

• Flexible working:Remote and hybrid working, flexitime, compressed hours, and job sharing.
• Holidays:36 days annual leave (including bank holidays) + option to buy 5 extra days.
• Pension scheme:Up to 6% contributory pension.
• Learning & Development:A range of career & learning opportunities.
• Discounts:Blue Light Discount Card, Tickets For Good & employee benefits platform..
• Wellbeing Support:Peer Supporters, CiC (EAP) & Headspace App.
• Cycle2Work:Lease a bicycle through the scheme.

We are proud to be part of the Disability Confident scheme for UK-based roles. During your application, you'll have the option to apply under the scheme.

We are dedicated to building an inclusive, equitable and wellbeing‑focused culture where everyone feels safe, valued and can thrive. Guided by our Equity, Diversity, Inclusion and Wellbeing Strategy, we foster belonging, psychological and physical wellbeing, and work to remove barriers to fair opportunities. Grounded in compassion and anti‑racist practice, we listen to diverse voices, value lived experience and create environments where staff and volunteers can succeed. Join us and be part of an organisation that leads with care, celebrates difference and helps everyone succeed.

Together, we are the world's emergency responders