Organisation: Toynbee Hall
35 hours per week
£31,950 per annum
Location: 28 Commercial Street, London, E1 6LS
Deadline: 5 July, 2024
Toynbee Hall is looking to appoint a 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
- 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 Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances
- Complete Initial Assessments utilising all client channels.
- Inform clients of the scope, purpose, and limitations of the service.
- Contacting referrals made into our service to complete an Initial Assessment.
- Researching and exploring options and implications so that those accessing our service can make informed decisions
- Ensuring income maximisation through the appropriate take up of income, including those relating to water charges, benefits, tax and housing
- Providing in-depth quality advice and on-going casework, including acting for the client where necessary using appropriate communication skills and channels
- 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
- Ensuring that all work meets all auditing and quality standards and the requirements of the funder
- 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
- 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
- Work to an agreed work-plan, meeting targets and milestones
- Prioritise and manage your own workload
- Be an active member of the team, identifying opportunities for your own development
- Compliance with Toynbee Hall policies and procedures, including health and safety
- Demonstrate financial efficiency and value for money throughout work
- Ensure that all services comply with equal opportunities and other relevant policies and quality standards and good practice
- Collaborate with other team members and departments to resolve complex customer issues.
Other responsibilities
- Travel across London as required, and occasionally the UK
- Undertake additional tasks as defined by Director of Advice Services
- Hold workshops
- Promote and attend at events
To apply
Please visit https://www.toynbeehall.org.uk/job/videodebtadvisor
