Nova Support Team - Client Advisor

Forces Employment Charity; Birmingham; On-site; GBP 26,000 - 34,000; Full time

Job summary

Forces Employment Charity seeks a compassionate NST Client Advisor for the NOVA Support Team. You will provide initial advice to veterans in or at risk of involvement with the criminal justice system and triage referrals, registering clients and keeping detailed case records.

You will need excellent interpersonal skills, be IT confident, and able to work independently and with partners across the UK. This is a fixed-term role with monthly Birmingham office attendance.

Qualifications

• Experience guiding and supporting individuals with strong interpersonal skills.
• Ability to provide accurate advice and direction in complex situations.
• Highly organised, detail oriented, and able to manage multiple cases.

Responsibilities

• Receive and triage referrals and make prompt first contact.
• Complete initial registrations and maintain accurate case records.
• Support effective casework by documenting in the case management system.

Skills

Interpersonal skills

Tools

Salesforce

Job description

For over 140 years, the Forces Employment Charity has proudly supported service leavers, veterans and their families in building successful civilian careers. We provide veterans with life-long, life-changing support, jobs and training opportunities regardless of circumstances, rank, length of service or reason for leaving.

By working for FEC, you will become part of a vibrant team living the Charity's values: Vibrant, Compassionate, Empowering, Trustworthy and Collaborative.

Op NOVA is a specialist programme delivered by the Forces Employment Charity that supports veterans that are in contact with, or at risk of entering, the criminal justice system. This support is delivered across the UK through NOVA Scotland, NOVA Wales and NOVA Northern Ireland.

Brief role description

The Nova Support Team (NST) Client Advisor plays a key role in the NOVA Support Team, acting as the first point of contact for veterans who have served in the UK armed forces and are at risk of, or are involved in, the criminal justice system. They provide timely initial advice, guidance and support, assess individual needs and connect veterans to appropriate services.

The role includes receiving and triaging referrals, making prompt first contact, completing initial registrations and maintaining accurate and detailed records on the case management system to support effective casework.

Who we're looking for

We are seeking a compassionate and people-focused individual who can build trust and communicate clearly while supporting veterans with a range of complex needs.

You will have experience in guiding and supporting individuals with strong interpersonal skills and the confidence to provide accurate advice and direction. You will also be highly organised, detail-oriented and able to manage multiple cases effectively while handling sensitive information with professionalism and care.

You will be proactive, IT confident and able to work both independently and collaboratively with internal and external stakeholders. The ideal candidate will also bring an understanding of the justice system, experience using Salesforce, or a similar CRM system, and a resilient, adaptable approach.

This is a fixed term position for about 2 years. The contract end date will be confirmed at the offer stage.

We welcome applications from candidates based across the UK; however, the successful candidate will be required to attend our Birmingham office at least once per month. Please note that travel to and from the office for this attendance requirement is considered normal commuting and will not be reimbursed.

Please note: Applications will be reviewed and interviews conducted throughout the duration of this advert; therefore we may at any time bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you are an internal applicant, please ensure you have made the People Team aware before applying.

We are committed to equal opportunities and improving the working lives of our staff by creating an inclusive and supportive environment where everyone, including those with disabilities, can thrive, develop and achieve their full potential. We actively encourage applications from individuals with diverse backgrounds and ensure reasonable adjustments are made to support candidates with disabilities throughout the recruitment process. We actively recruit citizens of all backgrounds, but the nature of our work in specific departments means that residency and security requirements can be more tightly defined than others. You will be asked about this throughout the recruitment process.