Debt Free Advice
Debt Advice Supervisor (Debt Free Academy)
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Company Description
Debt Free Advice provides free, expert support to people experiencing financial difficulties through telephone, video chat, WhatsApp, web chat, and a network of face-to-face advice centers. Accredited advisors assist with a wide range of money concerns, including rent, council tax arrears, credit card debt, and other household bills. The team works with clients to prioritize their commitments, draft letters, and advocate with creditors and agencies on their behalf. Debt Free Advice is funded by the Money and Pensions Service and managed by Toynbee Hall, a long-standing London charity focused on creating a fairer society since 1884. The service is authorized and regulated by the Financial Conduct Authority, ensuring high standards of advice and client care.
Role Description
The Debt Advice Supervisor is responsible for overseeing a team of debt advisors, ensuring the delivery of high-quality, compliant, and empathetic advice to clients. Day-to-day tasks include supervising casework, reviewing advice quality, providing feedback and coaching, and supporting advisors with complex cases. The Supervisor will monitor performance against service standards, manage scheduling and workflow, and maintain accurate records and reporting. The role also involves liaising with internal stakeholders and partner organizations, contributing to service improvements, and ensuring adherence to regulatory and organizational policies. This is a full-time, on-site role based in London.
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Qualifications
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- Strong background in debt advice, money guidance, or financial counseling, with experience handling complex debt and budgeting cases.
- Demonstrated supervisory or team leadership experience, including coaching, performance monitoring, and supporting staff development.
- Excellent communication and interpersonal skills, with the ability to work empathetically with clients from diverse backgrounds and manage sensitive information.
- Sound understanding of relevant regulations, including FCA requirements, debt solutions, welfare benefits, and housing or council tax processes.
- Proficiency in using digital tools and case management systems, and confidence working across phone, video, and online communication channels.
- Strong organizational and time-management skills, with the ability to prioritize workloads and maintain accurate documentation.
- Relevant qualifications or accreditation in debt advice, financial capability, or a related field are highly beneficial.
- Commitment to equality, inclusion, and high ethical standards, with a genuine interest in supporting people experiencing financial hardship.
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