Welfare Navigator: Holistic Support & Benefits Guidance

THE ROYAL AIR FORCE BENEVOLENT FUND; Greater London; On-site; GBP 29,000 - 34,000; Full time

Job summary

The Royal Air Force Benevolent Fund Welfare Navigator role provides advice and information to beneficiaries via helpline, email and web chat. You will explain available statutory and charitable support and how to access RAFBF services, while coordinating with welfare teams and case workers to secure timely assistance.

You will document interactions, manage referrals across services, and respond compassionately to vulnerable clients, ensuring data protection standards.

Qualifications

• GCSEs 5-9 incl. English Language.
• CPD is desirable.

Responsibilities

• Conduct holistic triage assessments to understand beneficiary needs across multiple domains.
• Coordinate welfare services and liaise with Case Workers and statutory bodies.
• Manage multi-channel enquiries (phone, email, web chat) with accurate, compliant documentation.
• Identify safeguarding concerns and escalate as needed.
• Maintain complete case records and ensure data protection compliance.

Skills

Working with People

Adapting and Responding to Change

Following Instructions and Procedures

Delivering Results and Meeting

Coping with Pressures

Principles and Values

Education

GCSEs including English

Tools

CRM systems

Microsoft Outlook/Word/Excel

Job description

The Royal Air Force Benevolent Fund Welfare Navigator role provides advice and information to beneficiaries via helpline, email and web chat. You will explain available statutory and charitable support and how to access RAFBF services, while coordinating with welfare teams and case workers to secure timely assistance.

You will document interactions, manage referrals across services, and respond compassionately to vulnerable clients, ensuring data protection standards.