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Debt Advice Technical Supervisor

Debt Free London
Closing date
23 Feb 2021

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Contract Type
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Job Details

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 20 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 ensure that the advice provided to our Clients is accurate, effective and tailored to individuals' circumstances.
  2. 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.
  3. To provide excellent line management to Debt Advisors, Advice Assistants and Trainee Debt Advisors

Main duties and responsibilities:
  1. Ensure that the advice provided to our clients is accurate, effective and tailored to individuals' circumstances
  • 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
  • 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
  • Ensuring 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
  • 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

3. Provide excellent line management to a small team made up Trainee Debt Advisors and Advice Assistants
  • Ensuring line reports are aware of both their individual and team KPIs and supporting them to achieve them
  • Ensuring line reports have good awareness and understanding of quality and service delivery requirements
  • Providing coaching and performance feedback to line reports
  • Identifying and providing training opportunities to line reports
  • Providing reports on productivity and other performance indicators to Debt Free London leadership

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 organisational 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
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