Army Families Federation – Enquiry Team Assistant

Confederation of Service Charities; United Kingdom; Remote; GBP 40,000 - 60,000; Part time

Job summary

A leading charity focused on supporting Army families is looking for an Enquiry Team Assistant to join their remote team. The successful candidate will provide assistance via email and telephone, ensuring quick and effective responses to Service Personnel and family enquiries. This role requires a strong understanding of Army life alongside excellent listening and interpersonal skills, with potential for participation in engagement events. The position offers flexibility in work hours and the chance to make a significant impact in the lives of soldiers and their families.

Qualifications

• Understanding of Army life and its impact on families.
• Ability to provide clear information on complex issues.
• Self-motivated and initiative-driven.

Responsibilities

• Provide first point of contact for advice and support to Army families.
• Engage with social media for Army families.
• Participate in team shifts to manage enquiries.

Skills

Listening Skills

Interpersonal Skills

Time Management

Job description

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Army Families Federation – Enquiry Team Assistant

Would you like to be part of a friendly and supportive team that works to support Army families? Why not apply to become the next member of our Enquiries Team? If you have an understanding and knowledge of Army life and the challenges that soldiers and their families face, good listening and interpersonal skills and the ability to work as part of a remote team, then AFF needs you!

About the role

The Enquiries Team is an important part of our wider Engagement Team, and in this role you’ll be the first point of contact for Service Personnel and Army families seeking advice and support on issues that affect them as part of Service life. For the majority of your working time, this will be via telephone and email. You will provide immediate advice and/or signposting to help them access the appropriate support, as well as work alongside our friendly specialist policy staff when required. As we increase our virtual presence you will also be responsible for elements of AFF’s social media engagement, primarily through Army families FB groups. You will also occasionally support AFF engagement events, both online and face-to-face, which will require travel within the UK.

AFF’s Enquiries Team works to core operating hours to respond quickly to Army Families. Your core hours will be 25 hours per week:

These hours are allocated between the team on a shift basis. We ask that you commit to availability to work as follows:

• Flexibly between 08:30am-17:00pm Mon -Thu, and 08:30am – 13:30am Friday.
• You will also be required to work additional hours to cover team absence and leave periods within the weekly operating hours.

In addition to your core hours, you may be asked to work evenings or weekends to attend events in person or online. You will be given advanced notice of when and where these events will take place. Travel costs for in person events are covered in accordance with our Expenses Policy.

This is a home-based role (UK only).

What we are looking for

You’ll have an understanding and current knowledge of Army life and its impact on families, with the ability to work effectively within your team, but also across the organisation; developing relationships that support your role and others. You will have the enthusiasm and motivation to achieve results for soldiers and their families.

You’ll be confident helping soldiers and family members with their enquiries, with first-rate listening skills and the ability to provide clear information and advice on complex issues.

You will be skilled in prioritising your workload and using your time effectively to be able to manage multiple enquiries or areas of work. Given this is a home-based role, you will be self-motivated and able to use your initiative to undertake work. You will be an effective team player.

A full list of the skills and experience we are looking for can be found in the JobDescription .

AFF encourages applications from all sections of the community.

For further information

Please download the following:

• Enquiry Team Assistant Job Description
• Important Information for Applicants
• Application Form (completed form to be returned in Word format)

Any enquiries about the vacancy can be directed to Tracy Connolly (HR Administrator) [e-mail]

Closing, interview and start dates

• We will be considering applications on a rolling basis, as they are submitted, which may mean that we identify suitable candidates for interview before the closing date.
• The final closing date for applications will be midnight on 22 Jun 25, but we reserve the right to bring this date forward without notice if we make an early appointment into the role. To ensure you are considered, please submit your application at the earliest opportunity.
• We will contact shortlisted candidates for interview as they are identified, and interviews are likely to take place at any time after this job advert goes live. Interviews will take place via Microsoft Teams.
• The start date for this post is July/August 2025.

Due to the significant number of applications received for posts, we will only be able to provide feedback for those candidates who are invited to interview.