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.

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.

Scope of Role

The Traineeship will last for 6 months. This role involves gaining practical experience by observing and participating in interviews to understand clients' financial problems, researching options, and helping clients make informed decisions.

Key Responsibilities

1. Accurate, Effective, and Individually Tailored Advice

Work under supervision to observe and learn how to provide effective debt advice, including interviewing clients, researching options, and empowering clients to make informed decisions.

2. Detailed Case Records

Assist in maintaining detailed case records, ensuring all work meets auditing and quality standards, and meets funder requirements.

3. Training and Development

Complete a structured training programme within the six-month period, covering technical debt advice, client management, and financial regulations. .

4. Teamwork

Be an active member of the team, identifying opportunities for your development and contributing to collective goals.

5. Travel

Travel across London as required, with occasional travel across the UK.

6. Other

Undertake additional tasks as delegated by Management.

Person Specification

1. Experience and Skills

Willingness to work towards obtaining an accredited qualification in debt advice. Basic IT and telephone skills, and ability to use an online-based Client Management System (CMS) to deliver advice across multiple channels and maintain case records. Ability to give and receive feedback objectively and sensitively. Ability to work as part of a team and be open to receiving feedback and learning from others. Ability to build and maintain positive relationships with all staff members. Excellent written and verbal communication skills. Competence in handling sensitive information with discretion and maintaining confidentiality. Ability to handle and support vulnerable clients with empathy and sensitivity, ensuring their needs are appropriately addressed.

2. Personal Attributes

High level of professionalism and integrity. Ability to work independently and proactively without supervision. Capacity to remain calm and effective under pressure, adopting a "find a solution, no blame" attitude. Open-minded, inclusive, and collaborative approach, seeking fresh and alternative perspectives. Commitment to empowering others by sharing knowledge and enabling action. Strong alignment with Toynbee Hall's mission, strategy, and values. Willingness to participate in training and develop further understanding in areas such as safeguarding. Willingness to work from our advice locations to shadow experienced advisors in both face-to-face and call centre settings.

Desirable Criteria

Previous experience of giving advice (not necessarily debt advice). Ability to speak more than one language.

Please download the full for more details.

Our Benefits

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 Health Cash Plan

to coveryour healthcare needs specified in the Policy