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Customer Care Representative

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Reports to: Customer Care Manager

Working closely with: Customer Care Manager and the Flex Call Team

Direct line reports: None

Salary: £28,350 per annum

Working hours: 35 hours per week (Full time)

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

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 due to staff cover)

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:

To join the Debt Free London Flex Call Team ensuring our service is available to over indebted residents during our opening hours of 8am - 8pm - 7 days a week


Being part of the Flex 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 and book clients a debt appointment when required
  • Contacting referrals made into our service to complete an Initial Assessment (IA) and tracking the outcome of this in our Excel documents
  • Signposting/referring clients to other agencies for non-debt related matters


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 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 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, including drafting the Standard Financial Statement with clients when booking appointments so the client is best prepared for their appointment


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 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 able to work from home with a good internet connection
  • Committed to Toynbee Hall values and principles, embracing equality, diversity and inclusion for both colleagues and clients


Skills needed – Desirable

  • 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 and objectives for MaPS funded debt project

Important dates and how to apply

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