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- Tasks: Support service users by triaging enquiries and facilitating access to health and wellbeing services.
- Company: Join the Fire Fighters Charity, dedicated to supporting the fire services community and their families.
- Benefits: Enjoy a competitive salary, remote work options, and an 8% non-contributory pension.
- Why this job: Make a real impact by helping those who serve our communities; be part of a compassionate team.
- Qualifications: Experience in helplines or support roles, with skills in triage and maintaining confidential records.
- Other info: This role requires a Disclosure and Barring Service check; apply by 7 September 2025.
The predicted salary is between 24000 - 32000 £ per year.
Fire Fighters Charity provided pay range
This range is provided by Fire Fighters Charity. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
- 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.
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.
As part of this team, you will manage enquiries and support requests for physical and mental health and welfare support. You will also provide 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
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Navigation and Support Officer 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
✨Tip Number 1
Familiarise yourself with the Fire Fighters Charity and its mission. Understanding their values and the specific challenges faced by the fire services community will help you connect better with the role and demonstrate your genuine interest during any discussions.
✨Tip Number 2
Network with professionals in the health and social care sectors, especially those who have experience in helplines or support services. Engaging with these individuals can provide valuable insights into the role and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare for potential interview questions by practising scenarios related to triage processes and case prioritisation. Think of examples from your past experiences where you successfully assessed urgency and complexity, as this will showcase your relevant skills.
✨Tip Number 4
Stay updated on best practices in data protection and confidentiality, as maintaining accurate records is crucial for this role. Being knowledgeable about these regulations will not only help you in the job but also impress the hiring team during the selection process.
We think you need these skills to ace Navigation and Support Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in helpline or support roles. Emphasise any work you've done in healthcare or social care settings, and showcase your skills in triage processes.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about supporting the fire services community. Mention specific experiences that demonstrate your ability to provide compassionate support and effective communication.
Highlight Relevant Skills: Clearly outline your skills related to maintaining accurate records and compliance with data protection regulations. This is crucial for the role, so make sure to provide examples of how you've successfully managed confidential information.
Follow Application Instructions: Ensure you submit your application through the online recruitment portal as specified. Double-check that your CV and cover letter are included and formatted correctly before hitting 'submit'.
How to prepare for a job interview at Fire Fighters Charity
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Navigation and Support Officer. Familiarise yourself with the triage process and how to assess urgency and complexity in cases, as this will be crucial during your interview.
✨Show Empathy and Compassion
Since the role involves providing support to individuals facing health and wellbeing challenges, it's important to demonstrate your ability to empathise with service users. Prepare examples from your past experiences where you've shown compassion and effectively supported someone in need.
✨Highlight Relevant Experience
Be ready to discuss your previous experience working on helplines or support lines. Share specific instances where you provided assistance, maintained accurate records, and ensured compliance with data protection regulations, as these are key aspects of the role.
✨Prepare Questions
At the end of the interview, you'll likely have the opportunity to ask questions. Prepare thoughtful questions about the team dynamics, the types of cases you might encounter, and how success is measured in this role. This shows your genuine interest in the position and the organisation.
