Reports to: Customer Care Manager
Salary grade: £28,350 per annum
Working hours:
35 hours per week (Full time) Hybrid working 2 days in the office (Work pattern TBC)
Shift Rota covering Monday to Sunday (No Bank Holidays)
Rota shift based on 8am-4pm and 12pm-8pm (subject to change)
Working 1 in 3 weekends a month (subject to change)
Location: 28 Commercial Street, London E1 6LS
Contract: Permanent
About the organisation
Toynbee Hall is a community organisation that is working to build a fairer and happier East London in partnership with people who live here. Based in the East End of London, we work alongside people who live here, to tackle unfairness and make this a place where everyone has an equal chance to thrive. We take an asset-based approach to our work and believe everyone has something valuable to offer in the fight for a fairer London. What we learn from our work in London we use to influence change across the UK.
Debt Free Advice is London’s free face-to-face debt advice service helping over 21,000 Londoners with their debt and money problems each year. Our trained and accredited advisors are based across 15 partner charities and can help with all types of money worries from rent and council tax arrears to credit card and catalogue debt. We can work with clients to prioritise their bills & debts, helping them to write letters and advocating on their behalf.
The Debt Free Advice partnership is led by Toynbee Hall, the employer for this role, a charity where people come for excellent local services and where they can share ideas and experience, gather information and knowledge that we use together to take action to change lives and eradicate poverty. Our programmes include free advice services, financial inclusion services, wellbeing services, including work with older people and community learning services supporting young people and new migrants.
We try hard to make Toynbee Hall a great place to work – and you would be joining an outstanding, diverse team who have supported each other and shown great innovation and resilience over the past year and for many years before.
We hope you are excited about applying for this role and being part of our team. You can read more about what it is like to work at Toynbee Hall in Our People report
Job Purpose:
- To join the Debt Free Advice Customer Care Team ensuring our service is available to over indebted residents during our opening hours of 8am-8pm - 7 days a week
Main Responsibilities:
Being part of the Customer Care team and a believer in providing the very best customer service – you’ll need to
• Communicate courteously with clients by managing large amounts of inbound telephone calls - live webchat - WhatsApp and video services in a timely manner!
• Complete Initial Assessments in Person -Telephone – Video – Webchat and WhatsApp and book clients a debt advice appointment when required.
• Contacting referrals made into our service to complete an Initial Assessment (IA) and tracking the outcome of this in our Office 365 application called LISTS.
• Signposting/referring clients to other agencies where required.
Ensuring clients find our service easy to access and have high levels of satisfaction - including:
• When in the London office - assisting with our FREEPOST service - scanning incoming mail and recording onto our Customer Relationship Management system (CRM). Printing documents to post out to our most vulnerable clients.
• Issuing foodbank vouchers
• Responding to Trust Pilot reviews
• De-escalate situations involving dissatisfied clients, offering assistance and support!
Work collaboratively with the Customer Care Manager to an agreed work plan meeting targets and milestones – including
• Meeting personal/team qualitive and quantitative targets
• Collaborate with other team members to improve customer service.
We are looking for someone who can demonstrate:
- Patience, empathy, willingness to help people and emotional intelligence
- Excellent people skills and a team player
- Strong phone and verbal communication skills/ Ability to provide outstanding customer service
- Excellent listening and problem-solving skills
- Customer focus and adaptability to different personality types
- Ability to multi-task - set priorities and manage time effectively
- Self-motivated and organised with a good internet connection on your work from home days
- Committed to Toynbee Hall values and principles, embracing equality, diversity and inclusion for both colleagues and clients
- Strong IT knowledge and familiar with using Microsoft Office 365 and Microsoft Teams
- A working knowledge of Apple MacBook
- Previous experience in a customer support role
- Level 2 CMA training in Debt Advice
- Understanding of the role ad objectives for MaPs funded Debt project
Closing date: Friday, 29th September 2023 (3:00pm)
Please send your completed application form to: application@toynbeehall.org.uk.