Client Advisor

3 days ago

Birmingham, United Kingdom Forces Employment Charity Full time
Job Title: Client Advisor

Forces Employment Charity is seeking a dedicated Client Advisor to join our Support Centre in Birmingham.

The role of Client Advisor is to deliver the support centre function for the programme. Our charity delivers a specialist programme to support veterans in the Justice System who may be vulnerable, socially isolated, or need support to live or maintain a law-abiding life.

The Client Advisor will report to the Support Centre Manager and Support Team Leader. This is a permanent full-time position, 35 hours per week, with a salary of £22,000. The successful candidate will be based at the Support Centre, Birmingham Office/Hybrid with 50% Office-50% WFH once the security clearance is received and training is complete.

Key Responsibilities:
  1. Receive referrals of veterans who are at risk of contact with the Justice System or are involved in the Justice System.
  2. Make first contact with referrals within 2 working days and complete initial registration.
  3. Upload client information to case management system.
  4. Provide initial advice and guidance on registration.
  5. Support allocated caseworker to engage with the veteran after initial assessment.
  6. Support veterans to obtain proof of service and sign required consent forms.
  7. Provide accurate and responsive telephone, text, social media, and email 'helpdesk' support to veterans and other stakeholders.
  8. Record all interactions with accurately on the Salesforce case management system.
  9. To be flexible and complete any additional tasks, asked of you by the support team leader and Support Centre Manager.
Person Specification:

Essential Competencies:

  • High-quality written and verbal communication skills, with a personable manner and excellent telephone technique.
  • Experience of advising and supporting individuals.
  • Excellent IT and keyboard skills.
  • Experience of business administration, in particular the use of databases and customer management systems to accurately record data.
  • Strong organisational skills with a desire to achieve through own initiative.

Desirable Competencies:

  • NVQ Level 4 Advice and Guidance.
  • Empathy for those who have served in the Armed Forces.
  • Understanding of those in the Justice System.
  • Salesforce experience, this training will be provided for the successful candidate if they are not already trained.

Forces Employment Charity is an equal opportunities employer and values having a diverse workforce. We actively encourage applications from all qualified candidates.

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