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- Tasks: Provide vital support and navigation for service users seeking health and wellbeing services.
- Company: Join the Fire Fighters Charity, dedicated to supporting the fire services community.
- Benefits: Enjoy a competitive salary, 8% pension, and flexible remote or hybrid work options.
- Other info: Be part of a diverse and inclusive workplace that values every individual.
- Why this job: Make a real difference in people's lives while working in a supportive team environment.
- Qualifications: Experience in helplines or support roles, with strong communication and triage skills.
The predicted salary is between 28089 - 28089 £ per year.
Base pay range: 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.
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 acts as the first point of contact for service users seeking access to health and wellbeing services. You will manage enquiries and support requests for physical and mental health and welfare support, providing signposting to other organisations where appropriate.
You will be responsible for triaging incoming website enquiries, contacting service users, 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: Experience 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. Experience with triage processes or similar methodologies for assessing urgency and complexity of cases. Experience working directly with clients or service users, providing advice, information, or support. Maintain accurate and confidential records, ensuring compliance with data protection regulations.
Why Join Us? At Fire Fighters Charity, we value diversity, equity, and inclusion. You’ll be part of a supportive team dedicated to making a real impact. We are committed to creating an inclusive workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds, cultures and experiences. If you require any adjustments during the recruitment process, please let us know — we’re here to support you.
How to apply: Please apply via our online portal. 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 contact 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 this time.
Closing Date: Midnight 11 January 2026.
Seniority level: Associate. Employment type: Full-time. Job function: Customer Service, Other, and Administrative. Industries: Non-profit Organizations, Information Services, and Health, Wellness & Fitness.
Navigation and Support Officer in London employer: Fire Fighters Charity
Contact Detail:
Fire Fighters Charity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Navigation and Support Officer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the fire services community or related fields. A friendly chat can lead to insider info about job openings and even referrals, which can give you a leg up in the application process.
✨Tip Number 2
Prepare for interviews by practising common questions related to support roles. Think about scenarios where you've provided compassionate assistance or triaged cases effectively. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Show your passion for helping others! When you get the chance to speak with recruiters or during interviews, share your motivation for wanting to support the fire services community. Authenticity goes a long way in making a memorable impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at Fire Fighters Charity, where we’re all about making a difference together.
We think you need these skills to ace Navigation and Support Officer in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Navigation and Support Officer role. Highlight your experience in helplines or support lines, and show how your skills align with the job description. We want to see how you can make a difference!
Showcase Your Compassion: In your application, emphasise your ability to provide compassionate support. Share examples of how you've helped individuals in need, especially in health or social care settings. We value empathy and understanding in our team!
Be Clear and Concise: When filling out your application, keep your language clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for meticulous documentation skills, so show us you can communicate effectively!
Apply Through Our Website: Don’t forget to submit your application via our online portal! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised — win-win!
How to prepare for a job interview at Fire Fighters Charity
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Navigation and Support Officer. Familiarise yourself with the triage process and how to assess urgency and complexity in cases. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Compassionate Side
Since this role involves providing support to individuals facing health and wellbeing challenges, it's crucial to convey your empathy and understanding during the interview. Share specific examples from your past experiences where you've successfully supported clients or service users, highlighting your ability to connect with them on a personal level.
✨Prepare for Scenario Questions
Expect to be asked scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about potential situations you might encounter as a Navigation and Support Officer and how you would handle them. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Emphasise Your Communication Skills
Effective communication is key in this role, so be ready to discuss how you maintain clear and accurate documentation while also ensuring seamless communication with service users. Provide examples of how you've successfully communicated complex information in previous roles, showcasing your ability to adapt your communication style to different audiences.