At a Glance
- 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.
- Other info: This role requires a Disclosure and Barring Service check; apply by 7 September 2025.
- 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.
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
Fire Fighters Charity is an exceptional employer, offering a fully remote role that allows you to make a significant impact on the lives of individuals in acute emotional distress. With a strong commitment to employee growth and a culture of continuous improvement, you will lead a dedicated team of clinicians while enjoying the flexibility of remote work and the opportunity to contribute to the well-being of the fire services community. Join us to be part of a mission-driven organisation that values your expertise and fosters a supportive work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Navigation and Support Officer
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Fire Fighters Charity.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Fire Fighters Charity!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Fire Fighters Charity, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Fire Fighters Charity or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Navigation and Support Officer
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Fire Fighters Charity:Before hitting send, make sure to tailor your application specifically to Fire Fighters Charity! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Fire Fighters Charity
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
