Service Coordinator

West Midlands Disability Action is looking for an organised, reliable and proactive Service Coordinator to support the day-to-day running of our Support Services Team.

The role involves helping coordinate daily operations, managing enquiries, resolving operational issues, supporting team members and ensuring tasks and activities are progressing effectively.

You will help keep the Support Operations Group organised, ensuring everyone understands their responsibilities, tasks are followed up and services continue to run smoothly.

Key Responsibilities

1. Day-to-Day Service Operations

• Support the daily running of the Support Services Team.
• Help coordinate activities, appointments and operational tasks.
• Respond to general enquiries from volunteers and service users.
• Identify operational issues and help resolve them or escalate them to the appropriate team lead.
• Ensure services are running effectively and consistently.

2. Support Operations Group

• Help manage and coordinate the Support Operations Group.
• Keep team members informed about updates, priorities and outstanding actions.
• Encourage communication and collaboration between team members.
• Follow up on operational issues and ensure actions are completed.
• Support the implementation of service procedures and improvements.

3. Task Management & Tracking

• Allocate or coordinate tasks with relevant team members.
• Maintain an overview of what each team member is working on.
• Monitor task progress, deadlines and outstanding work.
• Follow up with volunteers to check progress and identify any support needed.
• Keep task trackers and operational records up to date.
• Provide regular updates to the Support Lead and Management Team.

4. Team Coordination & Support

• Act as a point of contact for general operational questions.
• Help team members understand their responsibilities.
• Support volunteers experiencing difficulties with their allocated tasks.
• Identify gaps in service delivery or volunteer availability.
• Encourage accountability while maintaining a friendly and supportive working environment.

5. Monitoring & Reporting

• Provide short weekly updates on service activities and team progress.
• Highlight outstanding tasks, delays and operational concerns.
• Support the monitoring of service performance and team activity.
• Suggest improvements to make operations more efficient and accessible.

What We Are Looking For

• Good organisation and time-management skills.
• Clear and friendly communication.
• Ability to coordinate people and manage multiple tasks.
• Confidence using Microsoft Teams, Outlook and basic tracking systems.
• A proactive approach to solving problems.
• Reliability and attention to detail.
• Ability to work independently and collaboratively.
• An understanding of disability and accessibility is desirable.
• Lived experience of disability is welcomed.

Role Boundaries

The Service Coordinator supports operational delivery but does not independently make safeguarding decisions, manage complex client cases or make major organisational decisions.

Serious concerns, safeguarding issues and matters requiring management approval must be escalated to the appropriate lead.

Our Aim

To ensure that WMDA’s Support Services operate smoothly, volunteers feel supported, enquiries are handled effectively and tasks are monitored and completed.

The Service Coordinator plays an important role in keeping the team organised, connected and focused on delivering accessible, person-centred support to disabled people.