Generalist Adviser

One full time role (35 hours per week) and one role for 21 hours per week (part time) or 2 roles, each at 28 hours per week (part time).

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.

Job description and purpose of the role

The successful candidates will provide advice, information and guidance to clients as part of Toynbee Hall's Generalist Advice Team. Postholders will have a background in providing generalist advice on a wide range of social welfare law issues e.g. welfare benefits, housing, employment, debt, consumer and family law. Advice will be delivered through a range of channels, including face to face, telephone, email, home visits and at outreach locations.

The post holders will provide a high-quality, person-centred advice service, focusing particularly on people who may face barriers to accessing mainstream support. Working collaboratively with statutory, voluntary and specialist agencies, the role will help strengthen clients' financial resilience, housing stability, employment rights and overall wellbeing through coordinated support.

Key duties and Responsibilities

1. Provide holistic advice, information and casework service to the general public on their rights and entitlements in a range of areas including welfare benefits, housing, employment, debt, consumer and family matters.
2. Maintain an up-to-date knowledge of legislation, regulations, policies and practices relevant to the post including changes to the benefits system, housing legislation and employment legislation.
3. Use case management systems and Microsoft Office applications, for statistical recording, record keeping and document production. Ensure all work conforms to Toynbee Hall's systems and procedures.
4. Refer clients on to colleagues or other agencies as appropriate for specialist help with major issues that fall outside the remit of the service.
5. Provide advice at a range of locations and through various channels. This includes at Toynbee Hall, on home visits and at outreach locations; in person, by telephone and email.
6. Meet targets as set by line manager, in line with our contractual and grant obligations.
7. Form effective working relationships with outreach agencies and other relevant stakeholders to ensure we reach our target group across all our services,
8. Support Toynbee Hall's social policy work by providing case studies and feedback on issues affecting service users.
9. Work at all times within Toynbee Hall policies and procedures, including our safeguarding and Equal Opportunities policy and work in an anti-discriminatory/ non-judgemental manner.
10. Ensure all work conforms to the relevant Quality Mark Standard and other organisational standards including our vulnerable client's and safeguarding policy.

Person Specification

1. Experience of Advice work

You will have at least 2 years experience of providing an advice and casework service in social welfare law, working to AQS standards or equivalent. You will be comfortable carrying a varied caseload, using a case management system and working in a performance driven environment to meet set targets.

2. Knowledge of Social Welfare law

You will have an in-depth knowledge of welfare benefits and in addition, generalist level knowledge of at least 2 of the following areas: housing, employment, debt, consumer; family law.

3. Communication Skills

You have the ability to explain complex information clearly and succinctly using your excellent written and oral communication skills. You will be able to produce clear and detailed case records and draft letters in plain English. You will have strong interpersonal skills with the ability to respond sensitively to a diverse client group.

All roles rerqure fluency in spoken and written English. Fluency in spoken and written Spanish is an advantage. At least one of the advertised roles will be offered to a candidate who satisfies the Spanish speaking requirement.

4. Planning and organising:

You plan, prioritise and organise your workload to meet deadlines, and other competing demands. You can maintain high quality standards whilst working under pressure.

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 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.

Pension

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

Additional Perks & Support

• 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 Healthcare Cash Plan
• Perk Box

Please download the full Job Description for more details.