Customer Care Advisor: Empathy‑Driven Support & Access

Toynbee Hall; Greater London; Hybrid; GBP 24,000 - 28,000; Full time

Benefits offered by this job

25 days leave

Christmas shutdown days

Pension scheme

Eyecare vouchers

Employee Assistance Programme

Mental Health First Aid

Cycle to Work Scheme

Westfield Healthcare Cash Plan

Perk Box

Job summary

Toynbee Hall in London invites applications for a Customer Care Representative. You will be the first friendly face or voice, handling debt, housing, benefits, and related enquiries with empathy and clear communication.

Training provided to manage sensitive conversations and connect clients to the right support services quickly. You will work across face-to-face, phone, and digital channels, using our CRM system and maintaining confidentiality.

Qualifications

• Experience in providing customer service in person, over the phone or online.

Responsibilities

• Provide friendly, professional, high-quality customer service at first point of contact.
• Handle enquiries via phone, email, web chat, WhatsApp and in-person at the Triage Hub.
• Conduct initial assessments and book appointments with advice specialists.
• Maintain accurate client information using CRM with GDPR compliance.
• Signpost or refer to other organisations when appropriate.

Skills

Customer service

Active listening

Clear communication

Empathy

Time management

Team collaboration

Mac OS & Office & CRM

Tools

CRM systems

Microsoft Office 365

Apple MacBook

Microsoft Teams

Job description

Toynbee Hall in London invites applications for a Customer Care Representative. You will be the first friendly face or voice, handling debt, housing, benefits, and related enquiries with empathy and clear communication.

Training provided to manage sensitive conversations and connect clients to the right support services quickly. You will work across face-to-face, phone, and digital channels, using our CRM system and maintaining confidentiality.