Service Coordinator

Role Overview

The Dots Service Coordinator will play a vital role in ensuring the smooth and effective delivery of high-quality services for the Dots Social Enterprise. This position is responsible for coordinating service provision, managing the day-to-day operations of the Home & Life Assistance team, and maintaining efficient scheduling to meet client needs. The role involves direct liaison with clients and families, supporting service continuity, and overseeing administrative tasks such as rota planning, payroll processing, and billing coordination with the finance team. The coordinator will ensure that services are person-centred and delivered with professionalism, empathy, and efficiency. While we\’re still small, this is an exciting opportunity to be part of something new with real potential to grow, your work will help shape the future direction of the service.

Key Responsibilities

Team Leadership and Line Management

• Provide day-to-day line management of the Dots HLA Team, offering guidance, support, and performance management.
• Conduct regular team meetings, 1:1s, and annual appraisals.
• Support the recruitment, onboarding, and training of new staff.
• Foster a positive, professional, and supportive team culture.
• Rota Scheduling and Workforce Planning
• Create and manage efficient weekly rotas, ensuring continuity of service and appropriate skill mix.
• Respond promptly to unplanned absences, covering shifts or reallocating duties as needed.
• Monitor staff hours and availability, ensuring compliance with working time regulations and contractual obligations.

Customer Service and Client Support

• Act as the main point of contact for clients and their families, delivering timely and empathetic responses to enquiries and concerns.
• Conduct initial assessments and ongoing service reviews, ensuring service meet customer needs.
• Handle complaints and incidents in line with company policy, escalating where necessary.

Service Administration and Finance

• Maintain up-to-date and accurate records using an internal CRM system, rotas, and communication logs in line with company standards.
• Liaise with the finance team to provide detailed information and ensure client billing is accurate and carried out in a timely manner.
• Process and submit payroll-related information (e.g., hours worked, mileage, absence records) to ensure timely and correct staff salary payments.
• Support administrative audits and contribute to overall service efficiency and compliance.

Compliance and Quality Assurance

• Ensure service delivery aligns with external regulations, safeguarding standards, and internal policies and procedures.
• Prepare for and support quality audits, inspections, and internal reviews.
• Contribute to ongoing service improvement initiatives and best practices.

Wider Organisational Support

• Provide general support across the charity, including handling queries, coordinating with departments, managing admin tasks, and assisting with events and fundraising efforts.

Person Specification

Qualifications & Experience

• A recognised third level qualification in Health & Social Care, Management and Leadership, Business Administration or a related discipline or five years experience in a care coordination role
• Proven track record of managing or supporting teams
• Experience in rota planning and workforce scheduling
• Experience handling customer queries, complaints, and service reviews

Skills & Abilities

• High level of organisational and time management skills
• Strong leadership and team management
• Excellent communication and interpersonal skills
• Ability to multitask and prioritise effectively under pressure
• Attention to detail and accuracy in record-keeping and data entry
• Confidence in handling sensitive or challenging conversations with professionalism and empathy
• Competent in Microsoft Office (Word, Excel, Outlook)
• Ability to maintain confidentiality and uphold safeguarding principles

Circumstances

• A full UK driving licence and access to a vehicle.
• Successful applicants will be subject to an Enhanced Access NI Check.

Desirable Criteria

• NVQ/QCF Level 4 in Health & Social Care or Leadership and Management
• Experience supporting the recruitment and onboarding of staff
• Familiarity with digital billing and payroll systems
• Understanding of long-term health conditions such as Dementia, Parkinsons etc
• Familiarity with the health and social care sector, and an understanding of the needs and concerns of older adults and their families

Apply online via www.dotsni.co.uk/recruitment