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.

Team background

The Mental Health Crisis Breathing Space (MHCBS) team at Toynbee Hall is part of a national initiative launched in partnership with We Are Group and The Kaleidoscope Plus Group, funded by the Money and Pensions Service (MaPS). This service provides individuals undergoing mental health crisis treatment with temporary protection from debt collection activities, allowing them a "breathing space" to focus on their recovery without the immediate pressures of financial obligations. Toynbee Hall contributes to this initiative by offering regulated debt advice, conducting renewal checks, and providing comprehensive signposting support, ensuring that clients receive holistic assistance during their crisis period.

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 Proven record of good quality debt advice Provided 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 communication skills and a strong command of the English language, oral and written Ability to communicate with internal and external stakeholders Advocacy skills Ability to remain non-judgmental Awareness of, and ability to, understand and empathise with clients from a diverse range of backgrounds and disadvantaged groups living in the community

Personal Attributes:

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

Commitment:

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

Please download the full 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

We're committed to creating a supportive and rewarding work environment, because when our team thrives, we all succeed!