Reports to: Quality Assurance Manager
Direct line reports: N/A
Salary grade: £33,000 per annum
Working hours: 35 hours per week (occasional evenings/ weekends)
Hybrid working: 2 days from office – TBC
Location: Multiple sites across 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 support Debt Advisers in their roles and ensure that the advice provided to overindebted Clients is accurate, effective and tailored to individuals’ circumstances
• To support, and regularly audit delivery partner organisations, ensuring that they are prepared for external reviews of their service in line with their Grant Agreement
Main Responsibilities:
1. Support Debt Advisers in their roles and ensure that the advice provided to over indebted Clients is accurate, effective and tailored to individuals’ circumstances
This includes:
• Conducting debt-advice interview observations
• Undertaking debt advice file reviews
• Identifying advisers’ soft skill and technical training needs
• Providing constructive feedback, and pastoral support, to advisers and their line managers
• Providing real-time support to advisers, which will include but is not limited to, providing guidance in complex matters and provide advisers with sources of information
2. Support, and regularly audit delivery partner organisations, ensuring that they are prepared for external reviews of their service in line with their Grant Agreement
This includes:
• Ensure partner organisations are kept up to date with the requirements for external assessments
• Supporting partner organisations with the preparation and review of files and documentation ahead of an external assessment
• Support partner organisations with the implementation of any remedial actions following an external review and support advisors to identify suitable training to improve areas highlighted
3- Ensure project compliance and quality requirements are achieved
This includes:
• Working closely with the Quality Assurance Managers to ensure Advisors based at delivery partners have a good awareness and understanding of the quality and service delivery requirements and have active involvement in the delivery of partnership events related to both quality improvement and CPD
• Working collaboratively to share good practice in performance and quality improvement and to progress key priority areas of work
• Escalating risks promptly and appropriately, and contributing to wider monitoring and reporting requirements
4- Contribute to team
This includes:
• 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 Work in collaboration with our funder, and with colleagues from across their other funded organisations, contributing to key projects and meetings
• 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
5- Other
This includes:
• Travel across London as required, and occasionally the UK
• Undertake additional tasks as defined by the Quality Managers, Managing Director and Toynbee Hall’s Senior Management Team
We are looking for someone who can demonstrate:
Experience
- A minimum of two years’ full time (2,220 hours) or equivalent part-time experience of delivering debt advice
- Hold a valid Money and Pension Service accredited qualification in debt advice
- Have recent knowledge and experience of specialist debt casework
- Ability to supervise, develop and motivate a team of Debt Advisers to achieve performance, quality and Continuous Professional Development
- Understanding of the issues involved in interviewing clients (all channels)
- Ability to work with funders and (partner) organisations to earn and maintain the trust of the people with whom Toynbee Hall deals
- Ability to analyse and interpret complex information and produce and present clear reports verbally and in writing in cross cultural settings
- Experience of the monitoring, managing and evaluation of projects and performance
- Have achieved the MaPS competency requirements for a Technical Debt Supervisor (or be working towards these) and have experience of monitoring casework for quality
- Have achieved the MaPS competency requirements for a Technical Debt Supervisor (or be working towards these) and have experience of monitoring casework for quality
Skills
- Proven ability to work creatively to support change management using a solution-based approach that resolves issues and accomplishes goals
- Ability to lead and contribute to the team, including the ability to prioritise own work and the work of others, and take decisions in relation to service delivery and rota cover (if required)
- Ability to create a positive working environment in which equality and diversity are well managed, dignity at work is upheld and staff are empowered and motivated to do their best
- Ability to best use IT systems and packages in the provision of advice services, including Microsoft Office, Teams, and case recording tools eg AdvicePro
- Understanding of the role and objectives for MaPS funded debt project and the role of the Financial Conduct authority for Debt Advice
Attributes
- Commitment to Toynbee Hall policy and processes and working flexibly across all Toynbee Hall’s services, including evenings and weekends (if required)
Closing date for applications: Monday, 9th October (3:00pm)
Shortlisted candidates will be subject to a technical knowledge test for this role.
Please send your completed application form to: application@toynbeehall.org.uk.