Operations Support Coordinator s Helping Heroes

About The Role

As the Operations Support Coordinator at SSAFA’s Glasgow’s Helping Heroes, you will ensure the smooth day to day running of the service while supporting delivery of projects for serving Armed Forces personnel, veterans and their families across Glasgow.

• Act as the first point of contact for beneficiaries and partner organisations, providing a welcoming and responsive service.
• Manage enquiries, coordinate appointments and maintain accurate records, directing individuals to the most appropriate support through effective triage.
• Provide consistent administrative support across the team, coordinate office activity, manage data and support reporting requirements, maintaining accurate client records across systems.
• Support delivery of projects, events and activities benefiting the Armed Forces community, working with colleagues and partners to plan and deliver them effectively.
• Help support social media and communications activity, producing clear and accessible content that raises awareness of available services.
• Work closely with colleagues across Glasgow’s Helping Heroes and the wider SSAFA network to support a person‑centred approach, ensuring people access the right support at the right time.
• Maintain information in line with policy and data protection standards and handle data responsibly.
• Attend stakeholder events that may occasionally fall outside of standard office hours.

GHH, based at the Pearce Institute in Govan and delivered in partnership with SSAFA and Glasgow City Council, provides trusted support to serving personnel, veterans, and their families. Our trauma‑informed, holistic approach offers wraparound assistance that addresses housing needs alongside wider wellbeing challenges, helping beneficiaries build resilience and sustain long‑term housing solutions.

The service operates a gateway model, giving the Armed Forces community a single point of contact for housing, financial, employability and wider support. You’ll be part of a highly collaborative network, working closely with local and national partners such as Citizens Advice Scotland, Veterans Housing Scotland, Erskine, Scottish Veterans Residences, Defence Medical Welfare Services, Homeless Casework Teams and Homeless Network Scotland.

This role is ideal for someone who is organised, proactive, compassionate and adaptable, with a strong commitment to supporting the Armed Forces community. The successful candidate will possess:

• Excellent organisational skills, the ability to manage a varied workload and balance competing priorities while maintaining accuracy and attention to detail.
• Strong administrative skills and proficiency in Microsoft Office applications including Outlook, Teams, Word, Excel and One Drive.
• Clear communication skills and the ability to build positive relationships with beneficiaries, colleagues, partners and stakeholders.
• Experience supporting people with complex needs is desirable; knowledge of statutory and voluntary services in Scotland is beneficial.
• Understanding of the Armed Forces community and knowledge of veterans’ services is essential.
• A calm, resilient, and professional approach in challenging situations, and willingness to commit to learning, travel locally and work flexibly, including some evenings.
• Ability to work independently, use initiative, solve problems, meet deadlines, and respond to changing demands.
• Commitment to confidentiality, data protection and service improvement.
• Disclosure Scotland check will be required for this role.

SSAFA is a proud equal‑opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We encourage applications from all genders, races, religions, ages, sexual orientations, 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 and benefits can be found on SSAFA’s website.