Video Debt Advisor

Toynbee Hall

Remote

£33,450 per year

Full-time

Permanent

Community Development ∙ Mental Health ∙ Research ∙ Social Welfare

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Job description

***Please note this role is fully remote but will require mandatory onsite training for the first 2-3 weeks of employment***

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.

Team background

The Debt Advice Team at Toynbee Hall provides crucial support to individuals and families struggling with financial burdens. Funded by the Money and Pensions Service (MaPS), this team delivers expert guidance and practical solutions to help clients manage and reduce their debt. The team's advisors are trained to navigate complex financial situations, offering tailored advice that empowers clients to regain control of their finances. Their work is vital in fostering financial resilience within the community, ensuring that individuals have the tools they need to achieve long-term financial stability.

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

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

Please download the full Job Description for more details

What We’re Looking For:

Ability to give accurate, personalised advice and support clients to make informed decisions
Experience carrying out detailed casework and acting on behalf of clients when needed
Strong record keeping, with case notes completed to required standards and deadlines
Commitment to keeping debt advice training up to date
Good teamwork and the ability to manage your own workload while meeting targets
Commitment to following organisational policies and procedures
Commitment to working in line with Toynbee Hall’s values:
- Inclusive – open-minded, transparent, collaborative; seeking fresh and alternative perspectives.
- Courageous – principled, ambitious, and acting with integrity.
- Empowering – shifting power, sharing knowledge, and enabling people to take action for themselves

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
Standard Life Pension Scheme – Employer contribution: 4%, Employee contribution:
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 Health Cash Plan to cover your healthcare needs specified in the policy
Perk Box

How to Apply

Complete our online application for, attach your CV and a Cover Letter.

Please download the full Job Description for more details

Application deadline is 12 June 2026

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

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 Health Cash Plan to cover your healthcare needs specified in the policy