Regional Casework Coordinator – East Midlands (Up to 12 months Maternity cover)

Core Responsibilities

• Serve as SSAFA's front line of support for members of the armed forces community in need, acting as the first point of contact for all beneficiaries into the Regional office.
• Assess needs and allocate cases to volunteer caseworkers, sometimes handling complex problems from distressed individuals.
• Own cases from beginning to end, coordinating the casework process in a timely manner and ensuring the beneficiary journey remains central.
• Shape processes and procedures within the office to improve service offered to clients.

This role creates positive change by providing essential support to members of the armed forces community in their time of need, helping veterans, serving personnel and their families navigate complex welfare issues and access vital services.

Required skills and experience:

• Track record of providing welfare advice in key areas such as housing benefits, debt, disability, mobility or immigration issues
• Knowledge of safeguarding and GDPR, with experience in dealing with sensitive information and people in vulnerable situations
• Ability to provide excellent customer service by telephone, email and face to face
• Experience using Microsoft Office 365 to a high standard and planning/managing own workload with minimal supervision

Benefits and culture highlights:

• Excellent training and induction to SSAFA to help establish yourself in the new post
• Homebased work with occasional travel around the East Midlands Region
• Work with a team that prides itself on maintaining close working bonds despite remote work
• SSAFA is committed to diversity and inclusion, encouraging applications from all backgrounds