TOYNBEE HALL
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. What we want to see in the world starts with our community and our organisation. 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. What we learn from our work in east London we use to inform and influence wider policy working to influence change in structures, systems and policies. 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. tional 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 where additional advisors are employed. 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, you ll 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 for people seeking advice. 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. External: Advisors and Clients 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
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. What we want to see in the world starts with our community and our organisation. 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. What we learn from our work in east London we use to inform and influence wider policy working to influence change in structures, systems and policies. 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. tional 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 where additional advisors are employed. 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, you ll 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 for people seeking advice. 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. External: Advisors and Clients 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
TOYNBEE HALL
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. Department background The Communities and Social Change department has been recently formed to bring together our policy, research, and campaigning activity with our community engagement and delivery. The Community Centre team focuses particularly on Toynbee Hall s strategic objective to help our local community thrive; increasing wellbeing and economic security in key groups. Toynbee Hall is the lead delivery partner of Linkage Plus, a community programme for people aged 50+ in Tower Hamlets that delivers a wide range of accessible activities designed to improve wellbeing, keep older adults active and reduce social isolation. Another key programme is our Play Programme, which forms part of our wider community provision. It offers children fun, inclusive opportunities to play while supporting parents to access local support networks and strengthen community connections. 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 Toynbee Hall s community centre delivers a variety of community projects for people of all ages who live in Tower Hamlets. The Community Participation Officers work as part of the community team at Toynbee Hall, flexibly and collaboratively using their skills and experience to work with and support community members to create a welcoming and inclusive space. Scope of role Whilst you may be expected to lead on certain elements of the programme, we will work together to determine how we assign tasks and workload across the team. We work together and take shared responsibility for delivering all aspects of our communities portfolio. Key working relationships The CPOs report to the Community Centre Manager. The role works in close collaboration with the Community Partnerships Manager a tndhe research team. Maintaining excellent external relationships is vital to this role. The CPO may liaise with relevant local networks and organisations. Community engagement is vital: the CPO will also regularly consult and engage with community members. Key Responsibilities Community Programming: • Working with the Community Programming Manager to plan activities and events that are safe, in the budget, and intentionally designed to be inclusive and appropriate for the intended audience. • Working with the Community Programming Manager to design and safe, creative, and stimulating play sessions and events for children, ensuring activities are developmentally appropriate, inclusive and delivered within budget; and delivering these activities • Delivering to a brief, and clearly and proactively communicating plans with stakeholders across teams. • Supporting and enabling local people to have a meaningful voice in shaping our services. Safeguarding and Safety: • Taking responsibility for the upkeep of the community centre, ensuring that facilities operate in line with organisational health and safety policies and procedures. • Implementing agreed procedures to provide appropriate support or referrals for service users, recognising and responding to safeguarding concerns, maintaining clear records. • Following administrative procedures. Outreach : • Promoting our services and ensure they are as impactful as possible • Representing Toynbee Hall to external audiences Organisational working: • Contributing to the overall development and implementation of Toynbee Hall s strategy • Building good working relationships • Developing an open and critical friend dialogue within our programmatic work • Undertaking any other appropriate responsibilities that may arise Managing Yourself • Working toward an agreed annual work-plan meeting targets and milestones • Prioritising and managing workload • Taking responsibility for personal development Essential Criteria Community Programming • Experience of planning and delivering safe, inclusive, and in-budget community activities and events for diverse audiences, including older people and communities experiencing social or economic disadvantage. • Experience of designing and delivering safe, creative, and developmentally appropriate play sessions and activities for children. • Ability to deliver work to an agreed brief and proactively communicate plans and progress with internal and external stakeholders. • Demonstrable commitment to community participation, with experience of supporting local people to shape services and contribute to positive community change. Safeguarding and Safety • Knowledge of safeguarding principles and experience of recognising, responding to, recording, and appropriately escalating safeguarding concerns. • Understanding of health and safety responsibilities within a community setting, including risk assessment and maintaining safe, welcoming, and inclusive spaces. • Experience of implementing referral procedures and working with internal and external partners to ensure service users receive appropriate support. • Strong administrative skills Outreach and Representation • Experience of promoting services through outreach, partnership working, and marketing (including face-to-face engagement, social media, and community networks). • Ability to build and maintain positive relationships with local organisations and stakeholders. • Confidence in representing an organisation professionally to external audiences. Values • Alignment with Toynbee Hall's mission and strategy and alignment and willingness to work in line to our values: o Inclusive - open-minded, transparent, convening and collaborative; seeking fresh and alternative perspectives. o Courageous; principled, ambitious and acting with integrity. o Empowering; shifting power, sharing our knowledge, enabling people to take action for themselves Desirable criteria: An ability to speak a South Asian language would be helpful APPLICATION DEADLINE: 9AM MONDAY 11TH MAY
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. Department background The Communities and Social Change department has been recently formed to bring together our policy, research, and campaigning activity with our community engagement and delivery. The Community Centre team focuses particularly on Toynbee Hall s strategic objective to help our local community thrive; increasing wellbeing and economic security in key groups. Toynbee Hall is the lead delivery partner of Linkage Plus, a community programme for people aged 50+ in Tower Hamlets that delivers a wide range of accessible activities designed to improve wellbeing, keep older adults active and reduce social isolation. Another key programme is our Play Programme, which forms part of our wider community provision. It offers children fun, inclusive opportunities to play while supporting parents to access local support networks and strengthen community connections. 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 Toynbee Hall s community centre delivers a variety of community projects for people of all ages who live in Tower Hamlets. The Community Participation Officers work as part of the community team at Toynbee Hall, flexibly and collaboratively using their skills and experience to work with and support community members to create a welcoming and inclusive space. Scope of role Whilst you may be expected to lead on certain elements of the programme, we will work together to determine how we assign tasks and workload across the team. We work together and take shared responsibility for delivering all aspects of our communities portfolio. Key working relationships The CPOs report to the Community Centre Manager. The role works in close collaboration with the Community Partnerships Manager a tndhe research team. Maintaining excellent external relationships is vital to this role. The CPO may liaise with relevant local networks and organisations. Community engagement is vital: the CPO will also regularly consult and engage with community members. Key Responsibilities Community Programming: • Working with the Community Programming Manager to plan activities and events that are safe, in the budget, and intentionally designed to be inclusive and appropriate for the intended audience. • Working with the Community Programming Manager to design and safe, creative, and stimulating play sessions and events for children, ensuring activities are developmentally appropriate, inclusive and delivered within budget; and delivering these activities • Delivering to a brief, and clearly and proactively communicating plans with stakeholders across teams. • Supporting and enabling local people to have a meaningful voice in shaping our services. Safeguarding and Safety: • Taking responsibility for the upkeep of the community centre, ensuring that facilities operate in line with organisational health and safety policies and procedures. • Implementing agreed procedures to provide appropriate support or referrals for service users, recognising and responding to safeguarding concerns, maintaining clear records. • Following administrative procedures. Outreach : • Promoting our services and ensure they are as impactful as possible • Representing Toynbee Hall to external audiences Organisational working: • Contributing to the overall development and implementation of Toynbee Hall s strategy • Building good working relationships • Developing an open and critical friend dialogue within our programmatic work • Undertaking any other appropriate responsibilities that may arise Managing Yourself • Working toward an agreed annual work-plan meeting targets and milestones • Prioritising and managing workload • Taking responsibility for personal development Essential Criteria Community Programming • Experience of planning and delivering safe, inclusive, and in-budget community activities and events for diverse audiences, including older people and communities experiencing social or economic disadvantage. • Experience of designing and delivering safe, creative, and developmentally appropriate play sessions and activities for children. • Ability to deliver work to an agreed brief and proactively communicate plans and progress with internal and external stakeholders. • Demonstrable commitment to community participation, with experience of supporting local people to shape services and contribute to positive community change. Safeguarding and Safety • Knowledge of safeguarding principles and experience of recognising, responding to, recording, and appropriately escalating safeguarding concerns. • Understanding of health and safety responsibilities within a community setting, including risk assessment and maintaining safe, welcoming, and inclusive spaces. • Experience of implementing referral procedures and working with internal and external partners to ensure service users receive appropriate support. • Strong administrative skills Outreach and Representation • Experience of promoting services through outreach, partnership working, and marketing (including face-to-face engagement, social media, and community networks). • Ability to build and maintain positive relationships with local organisations and stakeholders. • Confidence in representing an organisation professionally to external audiences. Values • Alignment with Toynbee Hall's mission and strategy and alignment and willingness to work in line to our values: o Inclusive - open-minded, transparent, convening and collaborative; seeking fresh and alternative perspectives. o Courageous; principled, ambitious and acting with integrity. o Empowering; shifting power, sharing our knowledge, enabling people to take action for themselves Desirable criteria: An ability to speak a South Asian language would be helpful APPLICATION DEADLINE: 9AM MONDAY 11TH MAY
