Debt Advisor

Toynbee Hall

London, Greater London (Hybrid)

Barking, Greater London

£33,450 per year

Full-time

Permanent

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Job description

About Toynbee Hall

Based in the East End of London since 1884, Toynbee Hall is a charity working alongside people facing poverty, injustice, and inequality to build a fairer East London. We provide vital advice and support, working in partnership to tackle unfairness and ensure everyone has an equal chance to thrive.

Job purpose

As a Debt Advisor (Omni-Channel: Telephone & Video), your primary role will be to provide over-indebted clients with tailored debt advice through various channels, including telephone, WhatsApp, and our network of video advice kiosks located in prisons, hospitals, job centres, town halls, and other community settings. You will help clients start their debt advice journey efficiently, ensuring they receive accurate and effective support.

Scope of role

To provide over-indebted clients with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances
To maintain detailed case records
Keep up to date with legislation, policies and procedures and undertake appropriate training

Key Responsibilities

To provide over-indebted clients with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances
To maintain detailed case records
Keep up to date with legislation, policies and procedures and undertake appropriate training
Contribute to team

Essential Criteria:

Experience and Skills:

Hold a valid Money Advice Service accredited qualification in debt advice to level three or higher
Minimum 2 years f debt advice experience
Prven record of good quality debt advice
Prvided casework support
Experience in a client-facing service envirnment
CMS experience (Advice Pr preferable)
Strng IT knowledge and familiar with using Microsoft Office 365 and Microsoft Teams

Communication and Interpersonal Skills:

Clear cmmunication skills and a strong command of the English language, oral and written
Ability t communicate with internal and external stakeholders
Advcacy skills
Ability t remain non-judgmental
Awareness f, and ability to, understand and empathise with clients from a diverse range of backgrounds and disadvantaged groups living in the community

Personal Attributes:

Ability t work as part of a team and be open to receiving feedback and learning from others
Ability t give and receive feedback objectively and sensitively
Custmer-focused attitude and a commitment to delivering exceptional service
Tenacity t remain persistent throughout a difficult situation with excellent problem-solving skills
Ability t think outside the box and be open to new challenges

Commitment:

A cmmitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics

Please download the full Job Description for more details.

Our Benefits Package

We believe in supporting our employees with a well-rounded benefits package designed to enhance work-life balance, financial security, and overall well-being.

Annual Leave

25 days of annual leave, plus 3 additional days for our Christmas shutdown (on top of bank holidays).
After 2 years: +3 extra days of leave.
After 3 years: +1 additional day.
After 5 years: A total of 30 days annual leave, plus the 3-day Christmas shutdown.

Pension

Standard Life Pension Scheme – Employer contribution: 4%, Employee contribution: 5%

Additional Perks & Support

Enhanced Sick Pay for peace of mind during illness
Enhanced Maternity & Paternity Leave to support growing families
Employee Eyecare Vouchers to support your vision health
Employee Assistance Programme for free, confidential advice and support
Mental Health First Aid to ensure workplace well-being
Tenancy Deposit Scheme to help secure your home
Interest-Free Season Ticket Loan for cost-effective commuting
Cycle to Work Scheme to promote a healthier, greener way to travel
Charity Mentoring Network to support professional development and networking