Service Coordinator

Job Description

Job Title: Service Coordinator
Location: Merlin’s Bridge
Responsible to: Operations / Senior Management Team
Hours: 37.5
Salary: £24,785
Contract: Full Time

About FRAME

Pembrokeshire FRAME is a registered charity and social enterprise supporting people who face
barriers to employment while reducing waste through reuse, recycling and recovery services. We
promote social inclusion, well-being and environmental sustainability across our community.

As FRAME continues to grow, we are expanding our services and are looking for an organised,
energetic and customer focused individual to coordinate these additional services on behalf of the
organisation.

Role Purpose

The Service Coordinator will act as a key first point of contact for customers and partners across
multiple FRAME services.

The role will primarily focus on coordinating enquiries and bookings for FRAME’s new services,
namely:

•  Ethical House Clearances

•  A new FRAME Handyman Service

•  Green Shed room hire bookings and catering arrangements ( including setting up and

clearing )

In addition, this role will be expected to support and cover the general administration and
coordination of FRAME’s existing contractual and customer services.

This role is central to ensuring enquiries are handled efficiently, compassionately and professionally,
while supporting wider administrative and phone cover across the organisation.

Key Duties

Customer Contact & Service Coordination

This role acts as a key first point of contact for all customer enquiries across FRAME’s services. The
postholder will:

•  Answer and respond to incoming calls and emails relating to house clearances, handyman

bookings, Green Shed bookings, and general enquiries about FRAME’s services.

•  Provide clear, professional and empathetic communication, including when supporting

customers in sensitive or challenging situations (for example, bereavement-related house
clearances).

•  Arrange and schedule collections, visits and bookings accurately, ensuring all relevant details

are recorded and shared with internal teams.

•  Coordinate Green Shed room hire bookings, including preparing the space for use and
ensuring its set up and cleared appropriately before and after meetings. Working with
internal team to ensure clients are provided with the hospitality levels expected.

•  Maintain accurate records, booking systems and service documentation.

•

Liaise with colleagues across sites to ensure services are coordinated smoothly and delivered
on time.

•  Offer front-line phone cover for other donation and service lines when required, helping to

ensure consistent customer support across the organisation.

•

Signpost enquiries appropriately within FRAME, ensuring customers are directed to the
correct team or service.

Administration & Organisational Support

•  Complete and maintain accurate paperwork, booking forms and digital records.

•  Update internal systems and spreadsheets as required.

•

Support reporting and data collection for service monitoring.

•  Work in line with FRAME’s policies, safeguarding procedures and data protection

requirements.

•  Contribute positively to a collaborative and inclusive working environment.

Person Specification

Essential

•

Strong verbal and written communication skills.

•  Confident and professional telephone manner.

•  Good organisational skills with strong attention to detail.

•  Ability to manage multiple tasks and prioritise workload.

•  Competent in basic IT systems (email, spreadsheets, databases).

•  Ability to work collaboratively within a small team environment.

•  Commitment to inclusion, equality and the values of a social enterprise.

Desirable

•  Experience in customer service, administration or service coordination.

•  Experience working within a charity, public sector or social enterprise setting.

•  General awareness of disability, mental health or social inclusion issues.

•  Experience coordinating bookings or scheduling services.

Safeguarding & Inclusion

FRAME is committed to creating an inclusive and supportive environment for all staff, volunteers and
service users. While this role does not involve direct support work, an understanding of the values
and context of FRAME’s work is important.

The successful applicant will be required to undertake a DBS check appropriate to the role.

What We Offer

•  The opportunity to contribute to meaningful community impact

•  A supportive, values-driven working environment

•  Ongoing training and development opportunities

•  The chance to help shape and grow developing services within FRAME