Customer Care Representative

Location: Office based / Hybrid

Department: Advice Services

Length of contract: 1 Year

Reporting to: Team Manager

Working Hours: 35 hours / wk. Shifts between 8:00am - 8:00pm, Monday to Sunday, Full Time Shift-based Rota across 7 days, 4 days per week office-based (mandatory), Maximum 1 day per week working from home.

About Toynbee Hall:

Based in the East End of London since 1884, Toynbee Hall is a charity working alongside people facing poverty, injustice, and inequality to build a fairer East London. We provide vital advice and support, working in partnership to tackle unfairness and ensure everyone has an equal chance to thrive. We have recently launched a new strategic plan which reinforces that our purpose is to build a fairer future with an end to poverty, injustice and inequality.

We work towards this by:

• Addressing poverty and injustice through advice and support and influencing systemic change.
• Shifting power to people and communities affected by injustice and inequality.
• Collaborating to end poverty and build fairer systems and institutions.

This means:

• Working together to build a thriving local community where people have the resources they need, feel their voices are heard and are optimistic about the future.
• Being a good employer, where people are treated fairly, feel engaged and empowered, and work together to achieve our shared vision.
• Acknowledging the role Toynbee Hall has historically played in civic society while recognising that our role now is to shift power, to be an effective partner, and to amplify voices that are less likely to be heard.

Department background:

The Advice Services directorate at Toynbee Hall is central to our commitment to address and alleviate poverty in London and beyond. Specialising in debt, welfare benefits, legal support, and generalist advice, our directorate has proven instrumental in significantly enhancing the financial wellbeing of those we serve. Last year alone, our efforts helped individuals and families to be over £23 million better off, showcasing the direct impact of our work.

Our operational model combines direct service provision with a collaborative approach. We directly employ a number of advisors who deliver expert, impartial advice. Simultaneously, we lead a coalition of 15 partner charities—including local Citizens Advice Bureaus and law centres. This structure allows us to amplify our reach and effectiveness, ensuring that a comprehensive network of support is available to those in need. By integrating direct support with strategic partnerships, the Advice Services directorate not only tackles immediate financial and legal challenges but also contributes to the broader goal of systemic change, enhancing economic security and community resilience across one of the most challenged demographics in the nation.

How we work:

Our values are Inclusive, Courageous and Empowering and we expect everyone who works with us to work in a way that aligns with these values and to do their utmost to deliver our strategic objectives according to their role.

Job purpose:

As a Customer Care Representative, you’ll be the first friendly face (or voice) people meet when they reach out for help with challenges like debt, housing, benefits, employment or consumer issues. You’ll play a key role in helping each person feel listened to, supported, and confident about their next steps. You’ll handle a mix of face-to-face, phone, and digital enquiries, working with empathy, patience, and clear communication. With full training provided, gain the skills to manage sensitive conversations, complete initial assessments, book appointments, and connect people to the right support services quickly and smoothly.

Scope of role:

• Provide friendly, professional, and high-quality customer service as the first point of contact.
• Manage a range of enquiries via phone, email, web chat, WhatsApp, and in-person at our Triage Hub.
• Conduct initial assessments and book appointments with our advice specialists.
• Maintain accurate and confidential client information using our CRM system, always following GDPR and data protection requirements.
• Identify when to signpost or refer people to other organisations to ensure they receive the right support.
• Handle feedback or complaints with empathy, professionalism, and a focus on finding solutions.
• Approach sensitive or challenging conversations calmly, using good communication and de-escalation skills.
• Apply safeguarding principles in everyday work – training and guidance will be provided.
• Collaborate with colleagues and project partners to improve how people access and experience our service.
• Contribute to team meetings, training sessions, and occasional events at our East London hub and other venues as required.

Key working relationships:

Internal: CCR Managers, frontline advisors, Communications and Marketing colleagues, Project Leads, Data and Insights teams, and wider Toynbee Hall staff.

What Success Looks Like in Your First Year:

• You’ll complete your CMA Level 3 qualification and gain confidence in supporting people with financial and wellbeing issues.
• You’ll build strong communication and assessment skills, managing a variety of enquiries confidently.
• You’ll contribute ideas that help improve our service and client experience.
• You’ll be part of a team that trusts and supports one another and learns together.

Person Specification:

The successful candidate will demonstrate:

Essential:

• Experience in providing customer service in person, over the phone or online.
• Clear and confident communicator with good spoken and written English.
• Strong active listening and questioning skills.
• Able to build trust with people from diverse backgrounds.
• Calm and empathetic approach when supporting people in distress or dealing with sensitive or challenging situations.
• Good emotional resilience and self-awareness, including recognising when to seek support.
• Strong organisational skills, with the ability to manage time, prioritise tasks and maintain attention to detail in a busy environment.
• Strong attention to detail.
• Ability to manage time in a busy service environment.
• Collaborative, solutions focused approach.
• Confident using Apple MacBook, including Microsoft Office 365, Microsoft Teams, and CRM systems.
• Understanding of safeguarding principles and a willingness to apply these confidently after training.

Desirable:

• Knowledge of community services in a London context.
• Experience working or volunteering in advice, support, housing, debt, benefits, or other community-facing services.