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Debt Advisor

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We're looking for experienced money and debt advisors to provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances.

Summary

Job Title: Debt Advisor
Reports To: Technical Supervisor [Debt] Direct line reports: None
Contract Type: Permanent
Working Hours: Full time - 35 hours per week
Salary Grade: £28,000 per annum
Location: Multiple sites across London

Introduction

Debt Free London is London’s free face-to-face debt advice service helping over 24,000 Londoners with their debt and money problems each year. Our trained and accredited advisors are based across 21 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 London 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.

Job Purpose

  1. To provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances

  2. To maintain detailed case records

  3. Keep up to date with legislation, policies and procedures and undertake appropriate training

Main duties and responsibilities:

  1. To provide over-indebted Londoners with free, face-to-face advice that is accurate, effective and tailored to individuals’ circumstances
    This includes:

    • Interviewing those that access our service using sensitive listening and questioning skills in order to allow them to explain their problem(s) and empower them to set their own priorities

    • 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

  2. To maintain detailed case records

    This includes:

    • Ensuring that all work meets all auditing and quality standards and the requirements of

      the funder

    • Ensuring all case records are written up in a timely manner

  3. Keep up to date with legislation, policies and procedures and undertake appropriate training

    This includes:

    • 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

  4. 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
  5. Other

    • Travel across London as required, and occasionally the UK
    • Undertake additional tasks as defined by Head of Debt Free London

Person specification

Essential attributes and behaviours:

  • Awareness of, and ability to, understand and empathise with clients from a diverse range of backgrounds and disadvantaged groups living in the community
  • Ability to remaining non-judgmental
  • Ability to provide outstanding customer service
  • Ability to use sensitive listening and questioning skills to get to the root of the issues and empower clients, whilst maintaining structure and control of meetings
  • Ability to work as part of a team and be open to receiving feedback and learning from others
  • Ability to give and receive feedback objectively and sensitively
  • Understanding of the debt advice model with proven casework skills and experience of dealing with complex and challenging cases
  • Ability to manage own time and meet deadlines
  • A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics

Essential knowledge and experience:

  • Previous experience of providing debt advice
  • Hold a valid Money Advice Service accredited qualification in debt advice to level three or higher
  • Hold a Certificate in Money Advice Practice (CertMAP) from the IMA in partnership with Staffordshire University
  • Experience of delivering high-quality advice, casework and financial capability sessions to meet targets whilst ensuring collection of data to support funder’s monitoring and reporting requirements
  • Have essential IT and telephone skills and ability to use an online-based Client Management System (CMS) to deliver advice across multiple channels and maintain case records

Desirable knowledge and experience:

  • Previous experience in supporting junior colleagues with their development

Important information and how to apply

This position is suitable for flexible working. We are open to discussing at the interview the possibility of reduced hours, remote working, flexible start and finish times or compressed hours.

There are multiple vacancies for this position and so no specific closing date, we will review applications as they are submitted and reserve the right to close this advert once all vacancies have been filled.

To apply, please download and complete the Debt Free London Application Form, which also contains a Declaration of Criminal Convictions and Equal Opportunities Monitoring Form, and email your completed applications to recruitment@debtfree.london. We will also accept posted applications to; HR Department, Debt Free London, 28 Commercial Street, London E1 6LS. 

Toynbee Hall, the employer for this vacancy, embraces equality, diversity and inclusion.  We are committed to the ongoing development of an organisation that values and represents a variety of backgrounds, perspectives and skills and welcome applications that reflect this.