Debt Technical Supervisor

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.

Key Responsibilities

1. Support Debt Advisers in their roles and ensure that the advice provided to over- indebted Clients is accurate, effective and tailored to individuals’ circumstances.
   • Conducting debt-advice interview observations
   • Undertaking debt advice file reviews
   • Providing real-time support to advisers, which will include but is not limited to providing guidance in complex matters and provide advisers with sources of infrmation

1. Support, and regularly audit delivery partner organisations, ensuring that they are prepared for external reviews of their service in line with the Grant Agreement.
   • Ensure partner organisation are kept up to date with the requirements for external assessments
2. Ensure project compliance and quality requirements are achieved.
   • Working closely with the Quality Assurance Mangers to ensure Advisors based at delivery partners have a good awareness and understanding of the quality and service delivery requirements and have active involvement in the delivery of partnership events related to both quality improvement and CPD.
   • Escalating risks promptly and appropriately and contributing to wider monitoring and reporting requirements
3. Contribute to Team
   • Work to an agreed work-plan meeting targets and milestones
   • Be an active member of the team, identifying opportunities for your development. Work in collaboration with our funder, and with colleagues from across their other funded organisations, contributing to key projects and meetings.
4. Other:
   • Travel across London as required, and occasionally the UK
   • Undertake additional tasks as defined by the Quality Managers, Managing Director and Toynbee Hall’s Senior Leadership Team.

Person Specification

The successful candidate will demonstrate:

Essential Criteria:

1. Experience and Skills:
   • A minimum of two years’ full time (2,220 hours) or equivalent part-time experience of delivering debt advice
   • Hold a valid Money and Pension Service accredited qualification in debt advice
   • Have recent knowledge and experience of specialist debt casework
   • Have achieved the MaPS cmpetency requirements for a Technical Debt Supervisr (or be working towards these) and have experience of monitoring casewrk for quality.
   • Ability to best use IT systems and packages in the provision of advice services, including Microsoft Office, Teams, and case recording tools eg AdvicePro

1. Communication and Interpersonal Skills:
   • Ability to build and maintain positive relationships with all staff members
   • Competence in handling sensitive information with discretion and maintaining confidentiality

1. Personal Attributes:
   • High level of professionalism and integrity
   • Capacity to remain calm and effective under pressure, adopting a “find a solution, no blame” attitude
2. Commitment:
   • Strong alignment with Toynbee Hall’s mission, strategy, and values
   • Willingness to participate in training and develop further understanding in areas such as safeguarding

Desirable Criteria:

1. Knowledge and Flexibility
   • Understanding f the role and objectives for MaPS funded debt project and the role of the Financial Conduct authority for Debt Advice

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
• Westfield Healthcare Cash Plan
• Perk Box

Please download the full Job Description for more details.