Navigation and Support Officer

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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