Navigation and Support Officer

Employer: Fire Fighters Charity

Location: Remote (UK) or Centre based/Hybrid

Working hours: Full time – 37.5 hours per week

Salary: £28,089 plus benefits including 8% non-contributory pension

Closing date: 07 September 2025 11:59 pm

• Job description

  Navigation and Support Officer

  Full time – 37.5 hours per week
  Annual Salary £28,089 plus benefits including 8% non-contributory pension
  Location – Remote (UK) or Centre based/Hybrid

  About us
  Fire Fighters Charity provides care and support to the UK’s fire services community and their families, helping with health and wellbeing challenges during and after service.

  We help our fire family to adapt to physical, emotional and social challenges; to live well with conditions, injuries and illness; and to transition to life after service.

  We are looking for a Navigation and Support Officer to join our Intake and Navigation team.

  About the role
  As a key member of the Intake and Navigation team, you will provide initial intake navigation and support to service users. The team serves as the first point of contact for service users seeking access to health and wellbeing services.

  You will be responsible for triaging incoming website enquiries, gathering pertinent information, and assessing their eligibility, presenting need, immediate risks and complexity.

  You will prioritise cases based on established criteria to ensure those who have a priority or urgent need are supported effectively in collaboration with our Intake and Navigation Coordinators. You will also follow up on support enquiries for low risk / low complexity service users to ensure access to support is seamless and efficient.

  Your role will involve maintaining meticulous documentation, ensuring excellent and clear communication throughout the triage process, and facilitating seamless referrals to appropriate service pathways within our framework.

  You will provide advice, signposting, and make referrals where appropriate to support service users effectively.

  This role is subject to a Disclosure and Barring Service check.

  About You
  Our ideal candidate will have experience of:

  • working on a helpline or support line, providing assistance to individuals seeking health or social care support

  • delivering compassionate and effective support services in healthcare, social care, or related settings

  • triage processes or similar methodologies for assessing urgency and complexity of cases

  • working directly with clients or service users, providing advice, information, or support

  • maintaining accurate and confidential records, ensuring compliance with data protection regulations

  How to apply
  To apply for the role, please submit a short CV and covering letter via our online recruitment portal. If you do require any assistance with submitting your application, please contact us on recruitment@firefighterscharity.org.uk

  Closing date: 7 Septemeber 2025

  Please note that we reserve the right to close this role early should we receive a sufficient number of applications.

  Due to the number of applications we receive, we are unable to provide feedback for applicants who are not shortlisted for interview. If you do not hear from us within two weeks of the closing date, please assume that your application was not successful on this occasion.

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