Video Debt Advisor

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

Key Responsibilities

To provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances:

1. Complete Initial Assessments utilising all client channels.
2. Inform clients of the scope, purpose, and limitations of the service.
3. Contacting referrals made into our service to complete an Initial Assessment.
4. Researching and exploring options and implications so that those accessing our service can make informed decisions
5. Ensuring income maximisation through the appropriate take up of income, including those relating to water charges, benefits, tax and housing
6. Providing in-depth quality advice and on-going casework, including acting for the client where necessary using appropriate communication skills and channels
7. Maintaining detailed case records, ensuring that all work meets all auditing and quality standards and the requirements of the funder

To maintain detailed case records

1. Ensuring that all work meets all auditing and quality standards and the requirements of the funder
2. Ensuring all case records are written up after each interaction or in a timely manner as appropriate

Keep up to date with legislation, policies and procedures and undertake appropriate training

1. Ensuring you complete a minimum of 16 hours/equivalent of technical debt advice CPD accredited training or qualifying activity and maintaining an up-to-date record of all training sessions

 Contribute to team

1. Work to an agreed work-plan, meeting targets and milestones
2. Prioritise and manage your own workload
3. Be an active member of the team, identifying opportunities for your own development
4. Compliance with Toynbee Hall policies and procedures, including health and safety
5. Demonstrate financial efficiency and value for money throughout work
6. Ensure that all services comply with equal opportunities and other relevant policies and quality standards and good practice
7. Collaborate with other team members and departments to resolve complex customer issues.

Other

1. Travel across London as required, and occasionally the UK
2. Undertake additional tasks as defined by Director of Advice Services
3. Hold workshops
4. Promote and attend at events

Please download the full Job Description for more details.

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.

We have recently launched a new strategic plan which reinforces that our purpose is to build a fairer future with an end to poverty, injustice and inequality.

We work towards this by:

• Addressing poverty and injustice through advice and support and influencing systemic change.
• Shifting power to people and communities affected by injustice and inequality.
• Collaborating to end poverty and build fairer systems and institutions. What we want to see in the world starts with our community and our organisation.

This means:

• Working together to build a thriving local community where people have the resources they need, feel their voices are heard and are optimistic about the future.
• Being a good employer, where people are treated fairly, feel engaged and empowered, and work together to achieve our shared vision.
• Acknowledging the role Toynbee Hall has historically played in civic society while recognising that our role now is to shift power, to be an effective partner, and to amplify voices that are less likely to be heard.

What we learn from our work in east London we use to inform and influence wider policy – working to influence change in structures, systems and policies.