At a Glance
- Tasks: Lead and develop debt and money advice services to support those facing financial challenges.
- Company: Join Toynbee Hall, a charity dedicated to fighting poverty and inequality in East London.
- Benefits: Enjoy 25 days annual leave, enhanced sick pay, and a supportive work environment.
- Other info: Dynamic role with opportunities for professional growth and collaboration with key partners.
- Why this job: Make a real difference in people's lives while advancing your career in a meaningful way.
- Qualifications: 5+ years in debt advice, strong leadership skills, and a commitment to equality.
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.
Scope of role
The Head of Debt & Money Advice will oversee the delivery, performance, and development of all debt and money advice services delivered by Toynbee Hall, including debt advice, welfare benefits advice, and financial wellbeing services. This includes services delivered across community settings, prisons, hospitals, and mental health pathways. The postholder will act as Toynbee Hall’s senior technical lead across financial advice, responsible for:
- Ensuring consistent technical standards across debt and welfare benefits advice
- Providing expert guidance on complex, high-risk, or escalated cases, including creditor challenges and complaints
- Supporting Advice Managers and Technical Supervisors in decision-making and case resolution
Key Responsibilities
- Provide strategic and operational leadership across Toynbee Hall’s integrated financial advice services, ensuring alignment between debt advice, welfare benefits advice, and financial wellbeing provision
- Lead and support Advice Managers, fostering collaboration, accountability, and professional development across multiple delivery areas
- Ensure all services meet FCA regulatory requirements and funder standards, maintaining high levels of technical quality and consistency across programmes
- Act as the senior escalation point for complex casework, creditor challenges, complaints, and high-risk decisions
- Lead on relationships with key funders, regulators, and system partners, including MaPS, Ministry of Justice, HMPPS, Insolvency Service, Macmillan, NHS Trusts, and delivery partners such as We Are Group
- Work collaboratively with the Head of Partnerships to ensure consistency of delivery, standards, and performance across partner organisations
- Work with the Head of Impact & Data to analyse service performance data and implement continuous improvement actions based on insight and learning
- Work with the Research & Policy team to contribute to policy development, service design, and innovation across financial advice services
- Represent Toynbee Hall in regional and national forums, working groups, and partnerships
- Ensure compliance with safeguarding, data protection, and equality legislation
Person Specification
The successful candidate will demonstrate:
Essential Criteria- Professional Experience and Expertise
- Significant experience (minimum 5 years) delivering and overseeing complex debt advice casework
- Strong working knowledge of welfare benefits advice and its integration with debt advice and financial wellbeing support
- Substantial experience in a senior leadership role within an advice service, managing multi-site or multi-programme delivery
- Strong understanding of FCA regulatory requirements, MaPS quality frameworks, and relevant legislation
- Experience of working within specialist delivery environments, such as criminal justice, health, or mental health settings
- Proven experience of leading relationships with, and reporting to, funders, regulators, and external stakeholders
- Experience working with organisations such as MaPS, Ministry of Justice, HMPPS, Insolvency Service, NHS partners, or equivalent
- Strong experience in service planning, performance management, and resource allocation within complex services
- Strong understanding of customer access models, including triage and referral pathways
- Level 4 accreditation in debt advice (e.g. CertMAP) or equivalent
- Up-to-date and in-depth knowledge of debt advice legislation, regulation, and best practice
- Strong working knowledge of welfare benefits advice at a specialist level, including experience of complex casework and the application of relevant legislation and guidance (e.g. CPAG Welfare Benefits Handbook)
- Understanding of the interaction between debt, welfare benefits, and income maximisation in supporting clients with complex financial needs
- Excellent leadership and interpersonal skills, with the ability to influence and engage at all levels
- Strong written and verbal communication skills, including report writing and presenting to senior stakeholders
- High level of professionalism, integrity, and accountability
- Strong commitment to equality, diversity, and inclusion
- Strong alignment with Toynbee Hall’s mission, strategy, and values
- Commitment to safeguarding, professional development, and continuous learning
- Experience working within or alongside the Money and Pensions Service (MaPS) framework
- Experience of working within criminal justice, health, or mental health service environments
- Experience contributing to policy development or influencing systemic change
Our Benefits
- 25 days of annual leave, plus 3 additional days for our Christmas shutdown (on top of bank holidays)
- After 2 years: +3 extra days of leave
- After 3 years: +1 additional day
- After 5 years: A total of 30 days annual leave, plus the 3-day Christmas shutdown
- Standard Life Pension Scheme – Employer contribution: 4%, Employee contribution: 5%
- Enhanced Sick Pay for peace of mind during illness
- Enhanced Maternity & Paternity Leave to support growing families
- Employee Eyecare Vouchers to support your vision health
- Employee Assistance Programme for free, confidential advice and support
- Mental Health First Aid to ensure workplace well-being
- Tenancy Deposit Scheme to help secure your home
- Interest-Free Season Ticket Loan for cost-effective commuting
- Cycle to Work Scheme to promote a healthier, greener way to travel
- Charity Mentoring Network to support professional development and networking
- Westfield Health Cash Plan to cover your healthcare needs specified in the Policy
- Perk Box Life Insurance
Please refer to the attached job description for more details.
Head of Debt & Money Advice employer: Toynbee Hall
Toynbee Hall is an exceptional employer dedicated to fostering a supportive and inclusive work environment in the heart of East London. With a strong commitment to employee growth, we offer extensive benefits including generous annual leave, enhanced sick pay, and professional development opportunities, all while working collaboratively to tackle poverty and injustice. Join us in making a meaningful impact in the community, where your expertise in debt and money advice will be valued and your contributions will help shape a fairer society.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Debt & Money Advice
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by Toynbee Hall.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Toynbee Hall.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Toynbee Hall.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at Toynbee Hall. Apply directly through us to stand out!
We think you need these skills to ace Head of Debt & Money Advice
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Toynbee Hall. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Head of Debt & Money Advice, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Toynbee Hall
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Toynbee Hall. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
