Job Description

SSAFA

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Employment Type

Full time
09:00 to 17:30 Monday to Friday.

Location

Hybrid London, UK
EC3R 8AD, with flexibility to work remotely

Salary

Up to 29,120 (GBP)
Pay award pending 4.25%

Seniority

Mid-level

Closing:

9:57am, 30th Nov 2025 GMT

Forcesline is a free and confidential helpline that provides emotional support and a listening ear to those in the Armed Forces Community who are dealing with financial difficulties, loneliness, isolation or are in some other way struggling to cope with everyday life.


About the role


This role responds to contact made via the Forcesline helpline, which provides a non judgemental welfare support service for serving, ex-service personnel and their families by way of telephone, Webchat and email with potential for other technology in the future. Enquiries include requests for information, practical assistance and emotional support. Our callers are often emotional, frustrated and in many cases, struggling to see a way forward in their lives.


Working hours are 09.00 - 17.30 to reflect the opening hours of the helpline.


About the team


You will work with a great team of advisors who are both experienced and skilled at what they do. All Forcesline Welfare Advisors receive the necessary training for their role including Safeguarding, Data Protection, Diversity and Inclusion and most have a Level 2 Counselling qualification or above. Their experience covers former Samaritans, Pastoral Care workers, Social Work plus Police Officers and Despatchers. As a team they learn and support one another as well as receiving the support SSAFA can offer more widely.


About you


You will have had experience in delivering welfare support to others, and ideally this has been gained through a helpline. You will need to be technically competent with IT equipment, as most of this work will be done virtually through digital means often under high pressure situations. Ideally you will also hold, or be willing to work towards a counselling qualification at level 2 or above.


About SSAFA


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 54,970 people, including veterans, serving personnel (regulars and reserves) and their families.


SSAFA understands that behind every uniform is a person. We are here for that person and their family, looking to support them in any possible way we can.


Diversity and Inclusion at SSAFA


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.


Further information about the role


Download a copy of the job description here.


Review the benefits that SSAFA has to offer here.


If you have any queries or would like to speak to someone about this role, please email Andy Wardell, andrew.wardell@ssafa-fhs.org.uk for an informal discussion.


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


How


CVs submitted either with, or without, letters of interest will not be accepted as an application, only online applications will be considered.


If you need any adjustments to support you with the application process, please contact recruitment@ssafa.org.uk

Closing date:

Midnight on 30 November 2025. SSAFA reserves the right to close the vacancy early if we receive a high volume of suitable applications.

Interviews:

Week commencing 15 December 2025