Customer Care Representative

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

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.

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.

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 inproviding 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

Desirable

• Knowledge of community services in a London context.
• Experience working or volunteering in advice, support, housing, debt, benefits, or other community‑facing services
• Understanding of safeguarding principles and a willingness to apply these confidently after training

Our Benefits Package

We believe in supporting our employees with a well‑rounded benefits package designed to enhance work‑life balance, financial security, and overall well‑being.

Annual Leave

• 25 daysof annual leave, plus3 additional daysfor 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 of30 daysannual leave, plus the3-day Christmas shutdown.

Pension

• Standard Life Pension Scheme– Employer contribution: 4%, Employee contribution: 5%

Additional Perks & Support

• Enhanced Sick Payfor peace of mind during illness
• Enhanced Maternity & Paternity Leaveto support growing families
• Employee Eyecare Vouchersto support your vision health
• Employee Assistance Programmefor free, confidential advice and support
• Mental Health First Aidto ensure workplace well‑being
• Tenancy Deposit Schemeto help secure your home
• Interest‑Free Season Ticket Loanfor cost‑effective commuting
• Cycle to Work Schemeto promote a healthier, greener way to travel
• Charity Mentoring Networkto support professional development and networking
• Westfield Healthcare Cash Plan
• Perk Box

Please download the full Job Description for more details.