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Customer Care Representative

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Reports to: Customer Care Manager and Deputy Customer Care Manager

Working closely with: Deputy Customer Care Manager and the Customer Care Team

Salary grade: £28,350 per annum

Working hours: 35 hours per week (full time - various working pattern)

Contract: Permanent

Location: Various locations in London


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 Customer Care Team to ensure our service is available to over-indebted residents during our opening hours are 8am to 8pm, 7 days a week. To be first point of call to any customer calling in and to direct them to the most appropriate service.

Main Responsibilities:

  • Respond promptly and courteously to clients by managing large amounts of inbound telephone calls, live webchat, WhatsApp, and video services in a timely manner.

  • Complete Initial Assessments either In Person, via Telephone, Video, Webchat and WhatsApp.

  • Contacting referrals made into our service to complete an Initial Assessment.

  • Signposting/referring clients to internal and other agencies where required.

  • Always maintaining a positive, empathetic, and professional attitude towards our customers.

  • Familiarity with CRM systems and practices (Customer Relationship Management system).

  • Handle customer complaints, provide appropriate solutions within the time limits, follow up to ensure resolution.

  • Undertake appropriate training when identified.

Ensuring clients find our service easy to access and have high levels of satisfaction - including:

  • Assisting with our FREEPOST service, scanning incoming mail and record onto our 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 and Deputy 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.

  • Attend educational seminars to improve knowledge and performance level.

  • Comply with Toynbee Hall policies and procedures, including health and safety.

  • Any other responsibilities that are required as necessary for the service to be delivered successfully.


  • Work from the London office for induction training period and meetings as required.

  • Completing the required debt training to ensure familiarity with the terminology, identifying an

    emergency, safeguarding and GDPR.

  • Once you are more experienced in the role, there may be further opportunities to develop your

    career within debt advice.


We are looking for someone who can demonstrate:


  • Experience preferably in a customer facing service environment.
  • Demonstrated history of various customer service channels such as face to face, telephone, email, video and web chat.

  • Clear communication skills and a strong command of the English language, oral and written.

  • Must have excellent organisational and prioritisation skills.

  • Strong attention to detail.

  • Great problem solving aptitude.

  • Customer focused attitude and a commitment to delivering exceptional service.

  • Can succeed in a fast-paced work environment without being distracted during a customer interaction.

  • Ability to think outside the box and be open to new challenges.

  • Strong IT knowledge and familiar with using Microsoft Office 365 and Microsoft Teams.

  • A working knowledge of Apple MacBook


  • Bilingual, helpful.
  • Proficiency in using Customer Relationship Management software and tools.
  • Understanding of the role and objectives for MaPS funded debt project.


  • Patience, empathy, willingness to help people and emotional intelligence.

  • Strong phone and verbal communication skills/ Ability to provide outstanding customer service.

  • Excellent active listening and problem-solving skills.

  • Tenacity to remain persistent throughout a difficult situation.

  • Customer focus and adaptability to different personality types.

  • Ability to multi-task, set priorities and manage time effectively.

  • Excellent people skills and a team player.

  • Self-motivated and organised with a good internet connection and home set up for your

    working from home days.

  • Committed to Toynbee Hall values and principles, embracing equality, diversity, and inclusion for

    both colleagues and clients.

Closing date for applications: 20 November 2023, 10am

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Please send your completed application form to: