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Advice Assistant

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We're creating a team of Advice Assistants to support our Debt Advisors in carrying out the delivery of high-quality debt advice by carrying out non-specialist tasks related to providing the service.


Reports to: Customer Care Manager

Working closely with: Customer Care Manager and Flex Call Team

Direct line reports: None

Salary: £22,220 Inc NI & Pension contribution per annum

Working hours: 35 hours per week (Full time) 9am to 5pm

Hybrid working 2 days in the office (days to be decided)

Location: 28 Commercial Street (Toynbee Hall)

Contract: Permanent


Toynbee Hall is 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.

Funded by Money and Pension Service, Toynbee Hall is the lead partner of a London-wide free face-to-face debt advice partnership called Debt Free London which supports over 25,000 Londoners with their debt and money problems each year. Our trained and accredited advisors are based across London and help with all types of money worries from rent and council tax arrears to credit card and catalogue debt.

Job Purpose

Provide a range of administrative support in order that the services we provide to our clients meet their needs

Main duties and responsibilities:

Being part of our partnerships/Flex team and a believer in providing the very best customer service – you’ll need to:

  • Complete Initial Assessments on the phone – identify any emergency situations - ensuring the client can access the appropriate support to resolve their problem
  • Book clients a debt appointment where required
  • Reviewing and closing cases – entering debts on to Breathing Space assigned by Senior Debt Advisors
  • Supporting Debt Advisors with the preparation of standard letters and administering onto the CRM system
  • Undertaking any additional tasks assigned by senior debt advisors


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

  • Issuing foodbank vouchers


Work collaboratively with your Line Manager to an agreed work plan meeting targets and milestones – including

  • 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 – Breathing Space - Safeguarding and GDPR
  • Once you are more experienced in the role, there may be further opportunities to develop your career within debt advice, including drafting the Standard Financial Statement with clients when booking appointments so the client is best prepared for their appointment

Person specification

Skills needed – Essential

  • Patience, empathy and emotional intelligence
  • Excellent people skills and a team player
  • Strong phone and verbal communication skills/ Ability to provide outstanding customer service
  • Excellent listening skills
  • Ability to multi-task – set priorities and manage time effectively
  • Self-motivated and able to work from home with a good internet connection
  • Previous experience in a customer support role
  • Committed to Toynbee Hall values and principles, embracing equality, diversity and inclusion for both colleagues and clients

Skills needed – Desirable

  • Extensive knowledge of Microsoft Office 365 including Teams
  • A working knowledge of Apple MacBook
  • Understanding of the role and objectives for MaPS funded debt project


Important dates and how to apply

Please send your application to: by 4th August 2022 (midday)