Advice Manager

Toynbee Hall; City of Westminster; Remote; GBP 100,000 - 125,000; Full time

Job summary

A charitable organization in London is seeking an Advice Manager to oversee the delivery of the Mental Health Crisis Breathing Space service. This role requires significant experience in debt advice and strong management skills to lead a remote team. The successful candidate will ensure high standards of service quality and compliance while fostering professional relationships and continuous improvement. The position offers valuable benefits to support team well-being and development.

Benefits

Enhanced Maternity & Paternity Leave

Employee Eyecare Vouchers

Employee Assistance Programme

Mental Health First Aid

Tenancy Deposit Scheme

Interest-Free Season Ticket Loan

Cycle to Work Scheme

Charity Mentoring Network

Qualifications

• At least 1 year as a Debt Advisor.
• Strong management experience to guide a team.
• Skilled in monitoring performance and ensuring compliance.

Responsibilities

• Lead and support the delivery of high-quality local services.
• Oversee day-to-day operations of the MHCBS service.
• Monitor advice quality and ensure compliance with standards.

Skills

Level 4 Debt Advice qualification

Leadership skills

Problem-solving skills

Communication skills

Quality monitoring

Knowledge of debt advice legislation

Organizational skills

Analytical skills

Education

Level 4 Debt Advice qualification

Tools

Microsoft Office

Job description

Responsibilities

Lead and support the delivery of high-quality local services by working collaboratively with your team to ensure daily, uninterrupted provision. Provide clear guidance, set achievable targets, and foster a positive, solution-focused environment. Champion team objectives and encourage shared success. Monitor and audit advice quality to maintain compliance and consistency with internal and external standards. Build strong relationships with our contract lead, providing accurate reporting and constructive feedback to drive continuous improvement and service excellence. Scope of role The Advice Manager is responsible for the effective national management and delivery of the Mental Health Crisis Breathing Space (MHCBS) service. This role oversees day-to-day operations, ensuring that advice provision meets the highest standards of quality, consistency, and compliance in line with both Toynbee Hall and Money and Pensions Service (MaPS) frameworks. Working closely with technical supervisors, quality managers, the Head of Quality and Compliance, and the contract organisation lead, the Advice Manager will ensure the service is performing effectively and meeting contractual targets. The postholder will bring significant experience in debt advice delivery, including the ability to manage complex cases, creditor challenges, and service escalations with professionalism and sound judgement. They will lead and support a dispersed, largely remote team, oversee auditing and training, maintain oversight of billables, and ensure resources are used effectively. This role requires a balance of operational leadership and technical expertise to maintain service excellence across all areas of delivery.

Benefits

• 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

Qualifications & Experience

• Qualified & Experienced: Level 4 Debt Advice qualification and at least 1 year as a Debt Advisor.
• Leadership Skills: Strong management experience and ability to guide and support a team.
• Collaborative & Proactive: Comfortable working independently and as part of a team, with great problem-solving skills.
• Communication Strengths: Able to influence, negotiate, and give constructive feedback in a positive way.
• Quality Focused: Skilled in monitoring performance, auditing casework, and ensuring compliance.
• Sector Knowledge: Up-to-date understanding of debt advice legislation, policy, and best practice.
• Organised & Analytical: Excellent planning skills, report writing ability, and confidence with data and Microsoft Office.
• Committed to Growth: Passion for continuous professional development.
• Commitment to working in line with Toynbee Hall's values:
  Inclusive - open-minded, transparent, collaborative; seeking fresh and alternative perspectives.
  Courageous - principled, ambitious, and acting with integrity.
  Empowering - shifting power, sharing knowledge, and enabling people to take action for themselves.

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.

Team background

The Mental Health Crisis Breathing Space (MHCBS) project is a national initiative providing debt respite for people receiving mental health crisis treatment. Toynbee Hall plays a key role in delivering this support through our dedicated Advice Team, which offers regulated debt advice, manages MHCBS renewal checks, and provides wraparound signposting to additional services. The team is made up of skilled Debt Advisors and Project Administrators, supported by technical supervision to ensure consistent quality and compliance. Together, they help clients navigate complex financial situations with empathy and professionalism. The Advice Manager oversees the delivery and performance of this service, ensuring advice is accurate, person-centred, and aligned with Toynbee Hall's high standards. Through this collaborative and well-supported structure, the team helps people in crisis regain financial stability and build long-term resilience.