Regional Casework Coordinator – North West in Manchester

Our passionate Regional Casework Coordinators are SSAFA’s front line of support for members of the armed forces community in need. They are the first point of contact for all beneficiaries into the Regional office, assessing needs and allocating the case to one of our volunteer caseworkers. You will sometimes handle complex problems from individuals who may be distressed, identifying the presenting and potential underlying needs to determine the best way to support the beneficiary.

You will have ownership of cases from beginning to end, coordinating the casework process in a timely manner and ensuring that the beneficiary journey is at the centre of the Service. You will have the opportunity to shape processes and procedures within the office which will lead to improvements in the service offered to clients. To help you establish yourself in this new post you will receive excellent training and induction to SSAFA.

Whilst the post is homebased, to be eligible for this role you are required to live in the North West region, which includes Lancashire, Merseyside, Cumbria, Greater Manchester and Cheshire. There will be occasional travel around the North West and you may be required to travel at short notice for face-to-face meetings.

The team works remotely and prides itself on maintaining a close working bond which ensures the smooth operation of the office. You will work closely with volunteers from the eight SSAFA branches in the North West, supporting them to administer casework for SSAFA beneficiaries. The wider support team includes a Casework Manager and a Regional Operations Support Manager.

To carry out this role successfully you will have a track record of providing welfare advice in key areas such as housing benefits, debt, disability, mobility or immigration issues. You will have knowledge of safeguarding and GDPR and experience in dealing with sensitive information and people in vulnerable situations. You will be able to provide excellent customer service by telephone, e-mail and face to face. You will have used Microsoft Office 365 to a high standard.

It is important that you have experience of planning and managing your own workload, with minimal supervision. It would be advantageous if you have an understanding of the way of life for today’s Armed Forces, veterans and their families and if you have experience of recruiting and supporting volunteers. An understanding of the voluntary sector and preferably the military charity sector landscape across the North West would be valuable.

SSAFA, the Armed Forces charity is a trusted source of support for the Armed Forces community in their time of need. In 2024 our trained teams of volunteers and employees helped more than 53,000 people, including veterans, serving personnel (regulars and reserves) and their families. SSAFA understands that behind every uniform is a person. And we are here for that person and their family, any time they need us and in any way they need us.

SSAFA exists to support a diverse range of beneficiaries within the armed forces community, and we believe diversity within our teams is key to ensuring we can deliver our services effectively. We thrive on differences and believe it is critical to our success as a worldwide charity. SSAFA is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

SSAFA is committed to using the Disclosure & Barring Service to ensure we, as an employer, safeguard those we serve.

No agencies please. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

Closing date: Midnight on 07 May 2026. SSAFA reserves the right to close the vacancy early if we receive a high volume of suitable applications. Interviews: WC 18 May 2026.