Service Coordinator - Shetland in Lerwick

Royal Voluntary Service has an opportunity available for a Service Coordinator to join our team in the Shetland Area. This is a part-time, permanent position with a salary of £13.19 per hour (FTE £24,023 per annum).

Our Health and Community Services provide support to people across Shetland who are isolated and lonely by helping them to reconnect with their communities and add value to their lives. The role involves coordinating and facilitating the operation of groups for older people across Shetland to relieve loneliness and isolation, and assisting in the organisation and delivery of transport across the area. This may involve transporting clients as necessary.

• Day-to-day co-ordination of the groups provision including activity planning and delivery, organising refreshments, and regular communication with group members and venues.
• Day-to-day co-ordination of transport provision, including organising volunteers or drivers and covering trips as necessary.
• Co-ordination of volunteers, ensuring arrangements for recruitment and training, and providing support to maximise their value within each group.
• Delivering a high-quality activity plan at groups, in line with best practice and attendee feedback.
• Involvement in general administrative duties including data entry for the RVS Management Information Systems.
• Participate in local fundraising for Royal Voluntary Service as agreed with the Service Manager and Operations Manager.

Location: Home-based with travel across the Shetland Area.

Requirements:

• A full valid driving licence and access to a vehicle with business use car insurance. Business mileage will be reimbursed via expenses.

Hours: 20 hours per week, Monday - Friday, flexible within the week.

What you’ll need:

• Understanding of the benefit of group settings and activities for people living with dementia.
• Safeguarding vulnerable adults.
• Good geographical knowledge of Shetland and the road networks around the major towns.
• Excellent communication and listening skills.
• Good organisation and facilitation skills.
• A valid driving licence and access to a vehicle with business insurance (mileage paid/reimbursed).

Experience:

• Experience of working with older people.
• Experience of working with or as a volunteer.
• Delivering activities within a group setting.
• Ability to proficiently use standard IT systems – Microsoft Office/Word/Excel, client database entry.

Other:

• PVG membership required – costs to be met by the employer.

Job Responsibilities:

• To assist the Service Manager in ensuring that the service is delivered in line with service specifications.
• To help with the day-to-day coordination of the service/services including arranging appropriate service cover, by matching volunteers with clients, dealing with email and telephone enquiries, and any complaints, with Service Manager guidance.
• Undertake the promotion of the service with a view to ensuring sufficient recruitment of volunteers and clients by attending in-person and online promotional events.
• To take an active part in the promotion of the service and to take full advantage of promotion opportunities offered within an allocated geographical area.
• To work directly with individual older people, over the phone and in person, and within their own homes, to develop and oversee the implementation of a personalised support plan aimed at increasing the service users' social independence. To review and adjust this plan as required.
• To monitor and assist a team of Royal Voluntary Service volunteers within an allocated geographical area.
• The delivering of volunteer training, both remotely and in person, via pre-prepared training materials.
• To work within an allocated geographical area to collaborate effectively with partner agencies to improve social independence amongst older people.
• Key collaborations with health and social care teams, GPs, housing bodies and associations, advice agencies, voluntary sector organisations and faith and community groups.
• To ensure that all promotions and partner working events and other key service data is correctly recorded on relevant Royal Voluntary Service databases, and that these are kept up to date, in-line with GDPR guidance.
• To attend and contribute to local area meetings with various stakeholders as required, both online and in-person, with a view to sharing and promoting RVS service information.
• To report any service shortfalls or potential contract deviations to the service manager at an early stage, and to help appropriately rectify these.
• To ensure all agreed standards of customer service and volunteer management standards are met as defined by the local Service Plan.
• Comply with associated statutory standards, policies, procedures and undertake personal training and development e.g. Health and Safety, Data Protection, safeguarding training etc.
• Administration as agreed by the Service Manager, including data entry in the Management Information System, dealing with correspondence and telephone calls.
• To undertake any other reasonable duties commensurate with the purpose and remit of the post as agreed with the Service Manager.

This Is How You’ll Be Doing It:

• Decision Making: Generates and promotes solutions. Sees clearly which is the best way forward and makes decisions and commitments within appropriate time frames. Influences others to reach conclusions and gain agreements.
• Team Working: Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Planning and Organising: Plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
• Networking: Easily establishes good relationships with volunteers, service partners and clients; relates well to people at all levels; builds wide and effective networks of contacts.
• Adapting and Responding to Change: Adapts to changing circumstances; tolerates ambiguity; accepts new ideas and change initiatives; adapts interpersonal style to suit different people or situations; shows an interest in new experiences.
• Coping with Pressures and Setbacks: Maintains a positive outlook at work; works productively in a pressurised environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.
• Analysing Information: Enjoys analysing data and seeks to identify and explore the key elements in information before making rational judgements and commitments. Utilises facts and figures when planning and reporting and is concerned about accuracy and detail.
• Enable Volunteers: Is able to demonstrate an understanding of how their role impacts and supports volunteers and their experience within the charity. Is ready to collaborate with the Volunteering Team and is willing to accept responsibility and accountability of their volunteer's journey and experience.
• Equality, Diversity, and Inclusion: Values difference and sets a positive example of inclusive behaviour in all interactions and promotes practices that celebrate equality and diversity in the workplace and the communities we serve.

Job Benefits:

• Salary of £13.19 per hour (FTE £24,023 per annum).
• 26 days’ holiday (pro rata) plus paid statutory Bank Holidays (pro rata).
• 2 days of Volunteer Leave a year, pro rata.
• Ten weeks’ company sick pay following successful completion of probation.
• A great pension scheme.
• 2 x Salary Death in Service Benefit, subject to qualification.
• Enhanced Family Leave schemes.
• An employee benefits package that gives access to an exclusive rewards website to get discounts and cashback online.
• A 24-hour doctor line, financial support with dental/optical and other therapies.
• A free and confidential employee assistance programme with up to six face-to-face counselling sessions included.
• Extensive online and on-the-job training to ensure you will succeed in your role.
• Opportunities to discuss flexible working.
• Opportunities to develop new skills and progress your career.
• The chance to make a positive, lasting impact that changes lives, communities and society.

If you feel you have the skills and experience to become our Service Coordinator please click ‘apply’ today, we’d love to hear from you!

DBS/PVG check will be made as part of pre-employment checks. Closing date for this role is 4 February 2026. We reserve the right to close this vacancy early should sufficient applications be received. Please do not delay your application; we often receive many applications.

Join Royal Voluntary Service and together we can change lives, change communities and change society.