Recovery Services Access Lead

Hours: 35 hours, Monday - Friday

Contract: 9 months

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.

You would work as part of a national team specifically to manage our application process ensuring that those applying for our support have a positive experience. Your involvement starts from the very beginning of an application through to the allocation into our wider Recovery Service teams.

Key responsibilities being:

• To support the client/applicant accessing our application process and ensure that the charitable objects of eligibility are met.
• Work within the diversity of multiple or complex support needs of the client/applicant to help them complete our application forms as part of the initial triage assessment of needs.
• Ensure all applications are completed satisfactorily and to ensure all data fields are accurately recorded, and Case Management records are accurately uploaded to our CRM within expected targets.
• Provide sign-posting support and advice where necessary.
• Determine the most appropriate Recovery Service to best support the Veteran or family member’s recovery goals. This will include comprehensive knowledge of the Armed Forces and other charity sector organisations and supporters.

Key Skills:

• Strong communication and empathic listening skills as well as confidence in handling emotional or high-pressure conversations.
• Experienced in case management systems and Microsoft Office 365.
• Collaborative, proactive, and solutions-focused approach.
• A strong alignment with the ethos, values, and behavioural framework of Help for Heroes.
• Experience in military and/or charity sectors.
• Flexibility in adapting to different communication styles and delivery platforms.
• Ability to communicate effectively (empathise) with clients/applicants, external and internal stakeholders.
• Be an effective decision maker employing good reasoning and sound judgement skills; capable of taking independent action when undertaking duties remotely from others and reporting back to line management and others as required.
• Have initiative and creativity to contribute to the development of a quality, sustainable service offer.
• Have sector experience – charity/military.
• Have the ability to work effectively as part of a dispersed team.

The post holder will work cross functionally.

Please note this vacancy may close early if a high volume of applications is received or a suitable candidate is found, so we encourage you to apply as soon as possible.

Help for Heroes believes those who serve our country deserve support when they’re wounded. Every day, men and women have to leave their career in the Armed Forces as a result of physical or psychological wounds. The Charity helps them, and their families, to recover and get on with their lives. It has already supported more than 26,500 people and won’t stop until every wounded veteran gets the support they deserve.