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Money and Debt Coach

5 months ago

London, United Kingdom Toynbee Hall Full time

As a Money and Debt Coach (Omni-Channel: Telephone & Video), your primary role will be to provide financial coaching and ensure that over-indebted clients receive tailored debt advice through various channels, including telephone, WhatsApp, and our network of video advice kiosks located in prisons, hospitals, job centres, town halls, and other community.

settings

**Scope of role**
- Providing tailored financial advice and support.
- To maintain detailed case records.
- Keep up to date with legislation, policies and procedures and undertake appropriate training.

**Key Responsibilities**

**Accurate, effective and individually tailored advice**
- Deliver financial capability workshops at various NHS sites, promoting financial resilience and wellbeing.
- Provide money coaching advice through various channels including face-to-face, video, and telephone sessions.
- Complete assessments which lead to appropriate referral to an in house debt adviser
- Interviewing those that access the service using sensitive listening andquestioning skills to allow them to explain their problem(s) and empower them to
- set their own priorities.
- Signposting/referring clients to internal and other agencies where required. Issuing foodbank vouchers.

**Detailed case records**
- Maintaining detailed case records, ensuring that all work meets all auditing and quality standards and the requirements of the funder.
- Ensuring all case records and written up in a timely manner.
- Monitor and report on client engagement and outcomes from advice sessions.
- 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.

**Up-to-date training**
- Completing a minimum of 16 hours of technical CPD accredited training or qualifying activity.
- Maintaining an up-to-date record of all training sessions.

**Teamwork and Collaboration**
- Work to an agreed work-plan, meeting targets and milestones, whilst prioritising and managing your own workload.
- Be an active member of the team, identifying opportunities for your own development, and demonstrating financial efficiency and value for money
- throughout your work.
- Compliance with Toynbee Hall policies and procedures, including health and safety.

**Other**
- Travel across London as required, and occasionally the UK.
- Undertake additional tasks as delegated by DFA Management.

**Job Types**: Full-time, Permanent

Pay: £28,350.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Application question(s):

- Do you have a minimum of 2 years of debt advice experience?
- Do you hold a valid Money Advice Service accredited qualification in debt advice to level three or higher?

Work Location: Hybrid remote in London, E1 6LS

Application deadline: 04/07/2024