Recovery Services Access Lead

Help for Heroes; United Kingdom; Remote; GBP 30,595 - 37,394; Full time

Benefits offered by this job

29 days annual leave plus 8 bank holidays

Free health scheme from day one

3 volunteer days per year

Generous pension scheme with employer contribution

Job summary

A charitable organization for veterans is seeking a Recovery Services Access Lead to manage applications for recovery services. In this remote role, you'll guide veterans and their families through the application process, ensuring their needs are understood. The ideal candidate will have strong communication skills, a proactive approach, and experience in sensitive environments. The position offers a salary of up to £33,995 along with generous benefits including annual leave and a pension scheme.

Qualifications

• Empathetic and confident in handling emotionally sensitive conversations.
• Ability to work effectively as part of a dispersed team.

Responsibilities

• Manage applications into Recovery Services and guide clients through the process.
• Carry out initial triage assessments and determine appropriate services.
• Record high-quality data within CRM and case management systems.

Skills

Strong communication and empathic listening skills

Experience working with case management systems and Microsoft Office 365

Proactive, collaborative and solutions-focused approach

Ability to make sound decisions independently

Flexibility in adapting to communication styles

Experience within the charity and/or military sector

Initiative and creativity

Job description

Base pay range

The Vacancy

Recovery Services Access Lead x 2

Salary: Up to £33,995

Location: Remote with some travel to Downton, SP5 3RB

Hours: Full time, 35 hours per week

Contract: Permanent

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.

About the Role

As a Recovery Services Access Lead, you will play a crucial role in managing applications into Help for Heroes’ Recovery Services. From first contact through to allocation, you will guide veterans and their families through the application process, ensuring eligibility criteria are met and individual needs are fully understood.

Working with people who may have complex or multiple support needs, you will carry out initial triage assessments, provide guidance and signposting, and determine the most appropriate Recovery Service to support each individual’s recovery goals.

You will be responsible for ensuring all applications are completed accurately and sensitively, with high-quality data recorded within our CRM and case management systems. Working as part of a dispersed national team, you’ll collaborate closely with colleagues across the organisation to ensure seamless transitions into wider Recovery Services.

About You

You will be empathetic, confident and solutions-focused, with the ability to handle emotionally sensitive or high-pressure conversations with professionalism and care. You’ll bring strong judgement, attention to detail and a commitment to delivering an excellent experience for every client.

You’ll bring:

• Strong communication and empathic listening skills, with confidence managing complex or emotional conversations
• Experience working with case management systems and Microsoft Office 365
• A proactive, collaborative and solutions-focused approach
• The ability to make sound decisions independently while working remotely, and to report effectively to line management
• Flexibility in adapting to different communication styles and platforms
• Experience within the charity and/or military sector
• The ability to work effectively as part of a dispersed, cross-functional team
• Initiative and creativity to contribute to the ongoing development of a high-quality, sustainable service

A strong alignment with the values, ethos and behavioural framework of Help for Heroes is essential.

About the Team

You’ll be part of a national Recovery Services team that works collaboratively across the organisation to ensure veterans and their families receive timely, appropriate and effective support. The Access team plays a key role in shaping first impressions and setting the foundation for successful recovery journeys.

You’ll join a supportive, purpose-driven team that values empathy, professionalism and continuous improvement.

In return we can offer you

• Belonging to a team who make a difference to our community and value equality, diversity and inclusion.
• 29 days’ annual leave plus 8 bank holidays, regardless of service — plus your birthday off to celebrate!
• Opportunity to buy and sell up to 5 days annual leave per year.
• Added to our free health scheme from day one, including discounts on dental, opticians, massages, and more - with the option to upgrade.
• 3 volunteer days per year to support the Help for Heroes community.
• A generous salary sacrifice pension scheme with an 8% employer contribution and a minimum 3% employee contribution, plus life insurance up to 4× salary as an active member.
• Discounts on our branded clothing, including a free Help for Heroes hoody when you complete your induction.

Closing date: 4th January 2026

Please note: We may close this vacancy early should we receive a high volume of strong applications.