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.

Job purpose

To act as the organisation’s lead professional for complaint handling and quality improvement across all Advice Services.

To ensure the effective resolution of client complaints by maintaining expert knowledge of regulated advice and delivering excellent customer service. Provide regulatory insights in team discussions on MHCBS and Regulation 17 creditor challenges. Analyse complaint trends and produce reports to establish consistent processes that enhance service quality, accountability, learning, and continuous improvement.

To support the Head of Quality and Compliance in ensuring Toynbee Hall’s advice services remain fully compliant with FCA, MaPS, and internal quality standards.

Key Responsibilities

Complaints and Challenge Management

Lead the end-to-end management of all client complaints, overseeing first-stage advice service resolutions and directly managing escalated complaints, while contributing regulatory insight to team discussions on MHCBS and Regulation 17 creditor challenges.
Ensure timely, accurate, and fair resolution in accordance with FCA and MaPS complaint-handling procedures.
Act as the organisational escalation point for complex or high-risk advice-related complaints, including cases involving direct client or creditor challenges under MHCBS and Regulation 17
Liaise with external stakeholders, creditors, and partners to resolve disputes and maintain strong working relationships.
Maintain an accurate and auditable record of all complaints, decisions, and resolutions.

Quality and Compliance Oversight

Work with the Head of Quality and Compliance to monitor compliance with regulatory frameworks and internal policies.
Conduct audits and case reviews to identify trends, risks, and opportunities for improvement.
Support the design and implementation of quality-improvement plans, policies, and tools.
Provide regular reporting to senior leadership, highlighting trends and risks across services.

Continuous Improvement and Learning

Translate insights from complaints and audits into practical service improvements.
Collaborate with Advice Managers and Coordinators to integrate learning into casework and training.
Support staff training and development on complaint handling, communication, and quality assurance.
Promote a culture of transparency, fairness, and continuous learning within advice delivery teams to ensure ongoing service improvement and the highest possible standard of support for Toynbee Hall clients.

Regulatory and Partnership Liaison

Proactively maintain and develop knowledge of regulations, legislation, and best practice across all advice areas by engaging in relevant training, continuous learning, and professional development.
Ensure complaint handling and quality monitoring comply with FCA MaPS and advice quality standards.
Support preparation for audits, funder reviews, and regulatory inspections.
Keep colleagues informed of relevant regulatory changes and implications for practice.

General Responsibilities

Adhere to Toynbee Hall’s policies and procedures, including safeguarding and data protection.
Promote equality, inclusion, and accessibility across all aspects of the service.
Demonstrate financial efficiency and value for money.
Undertake other duties as directed by the Head of Quality and Compliance or senior management.

Person Specification

Essential Criteria

Experience and Knowledge

Hold a valid Money and. Pension Service accredited qualification in debt advice
A minimum of two years’ full time (2,220 hours) or equivalent part-time experience of delivering debt advice
Demonstrates a strong understanding of advice areas, with particular expertise in FCA regulations, MaPS quality frameworks, and the Mental Health Crisis Breathing Space Regulation
Significant experience managing complaints and quality processes within a regulated advice
Proven experience in complaint resolution, creditor negotiation, and stakeholder management.
Ability to analyse complex cases and identify systemic issues or risks.
Experience developing and implementing service improvement plans.

Skills and Competencies

Excellent communication and influencing skills at all levels.
Strong analytical, reporting, and decision-making ability.
Ability to manage competing priorities and meet tight deadlines.
Confidence handling sensitive and confidential information with integrity.
High level of IT literacy, including CRM or case management systems.
A proven commitment to continuous professional development of self and wider teams.

Personal Attributes

Ability to work independently and proactively without supervision.
High level of professionalism and integrity.
Committed to fairness, impartiality, transparency, and accountability.
Calm, and solutions-focused under pressure, adopting a “find a solution, no blame” attitude.
Collaborative and empathetic approach when dealing with clients and colleagues.
Strong alignment with Toynbee Hall’s values and mission

Desirable Criteria

Previous management or supervisory experience in a debt advice or compliance setting.
Experience designing or delivering training on quality, complaints, or compliance.
Knowledge of data-protection legislation and its implications for complaint management.
Ability to build and maintain positive relationships with all staff members.
Excellent written and verbal communication skills.
Competence in handling sensitive information with discretion and maintaining confidentiality.
Keeping up to date with technology and take individual responsibility for learning new technologies.

Please download the full Job Description for more details of the role and Toynbee Hall Employee Benefits