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- Tasks: Guide veterans through the application process for recovery services with empathy and professionalism.
- Company: Help for Heroes, supporting the Armed Forces community with a dynamic team.
- Benefits: Generous salary, 29 days leave, health scheme, and volunteer days.
- Why this job: Make a real difference in veterans' lives while working remotely and flexibly.
- Qualifications: Strong communication skills and experience in case management systems.
- Other info: Join a supportive team that values diversity and continuous improvement.
The predicted salary is between 28000 - 38000 £ per year.
Salary: Up to £33,995
Location: Remote with some travel to Downton, SP5 3RB
Hours: Full time, 35 hours per week
Contract: Permanent
At Help for Heroes, we help the Armed Forces community live well after service. We have an exciting opportunity for an individual to join our dynamic, fast-paced and highly motivated team as a Recovery Services Access Lead.
About the Role
As a Recovery Services Access Lead, you will play a crucial role in managing applications into Help for Heroes' Recovery Services. From first contact through to allocation, you will guide veterans and their families through the application process, ensuring eligibility criteria are met and individual needs are fully understood.
Working with people who may have complex or multiple support needs, you will carry out initial triage assessments, provide guidance and signposting, and determine the most appropriate Recovery Service to support each individual's recovery goals.
You will be responsible for ensuring all applications are completed accurately and sensitively, with high-quality data recorded within our CRM and case management systems. Working as part of a dispersed national team, you'll collaborate closely with colleagues across the organisation to ensure seamless transitions into wider Recovery Services.
About You
You will be empathetic, confident and solutions-focused, with the ability to handle emotionally sensitive or high-pressure conversations with professionalism and care. You'll bring strong judgement, attention to detail and a commitment to delivering an excellent experience for every client.
- Strong communication and empathic listening skills, with confidence managing complex or emotional conversations
- Experience working with case management systems and Microsoft Office 365
- A proactive, collaborative and solutions-focused approach
- The ability to make sound decisions independently while working remotely, and to report effectively to line management
- Flexibility in adapting to different communication styles and platforms
- Experience within the charity and/or military sector
- The ability to work effectively as part of a dispersed, cross-functional team
- Initiative and creativity to contribute to the ongoing development of a high-quality, sustainable service
- A strong alignment with the values, ethos and behavioural framework of Help for Heroes is essential.
About the Team
You'll be part of a national Recovery Services team that works collaboratively across the organisation to ensure veterans and their families receive timely, appropriate and effective support. The Access team plays a key role in shaping first impressions and setting the foundation for successful recovery journeys.
You'll join a supportive, purpose-driven team that values empathy, professionalism and continuous improvement.
In return we can offer you:
- Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
- 29 days' annual leave plus 8 bank holidays, regardless of service — plus your birthday off to celebrate!
- Opportunity to buy and sell up to 5 days annual leave per year.
- Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade.
- 3 volunteer days per year to support the Help for Heroes community.
- A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.
- Discounts on our branded clothing, including a free Help for Heroes hoody when you complete your induction.
Closing date: 4th January 2026
Please note: We may close this vacancy early should we receive a high volume of strong applications.
Recovery Services Access Lead in London employer: Help for Heroes
Contact Detail:
Help for Heroes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Recovery Services Access Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the charity and military sectors, especially those connected to Help for Heroes. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for those tricky conversations! Since the role involves handling sensitive topics, practice your communication skills. Role-play with a friend or family member to build confidence in managing emotional discussions.
✨Tip Number 3
Show off your empathy! In interviews, share examples of how you've supported others in challenging situations. This will highlight your ability to connect with veterans and their families, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Help for Heroes team.
We think you need these skills to ace Recovery Services Access Lead in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Recovery Services Access Lead. We want to see how you can bring your unique touch to our team!
Showcase Your Empathy: Since this role involves working with veterans and their families, it's crucial to demonstrate your empathic listening skills. Share examples from your past where you've handled sensitive situations with care and professionalism.
Be Detail-Oriented: Attention to detail is key in this role, especially when completing applications and recording data. Make sure your application is free from errors and clearly showcases your ability to manage information accurately.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. This way, we can ensure your application gets the attention it deserves and you can easily track your progress!
How to prepare for a job interview at Help for Heroes
✨Know the Mission
Before your interview, take some time to understand Help for Heroes' mission and values. Familiarise yourself with their work supporting the Armed Forces community. This will not only show your genuine interest but also help you align your answers with their ethos.
✨Showcase Your Empathy
As a Recovery Services Access Lead, empathy is key. Prepare examples from your past experiences where you've successfully handled sensitive situations or supported individuals in need. Highlight your ability to listen and respond thoughtfully to complex emotional conversations.
✨Master the Tech
Since this role involves using case management systems and Microsoft Office 365, brush up on these tools before your interview. Be ready to discuss your experience with similar systems and how you can leverage technology to enhance client interactions and data management.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics and the specific challenges faced by the Recovery Services Access team. This shows your proactive approach and genuine interest in contributing to the team's success while also helping you gauge if it's the right fit for you.
