This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Role
Money Adviser – National Debtline
Location: Birmingham (Hybrid)
Salary: Circa £33,500 per annum (Inclusive of shift allowance) plus pension
To commence January/February 2024
The Vacancy
Closing date: 29th October 2023
Telephone interview: Weeks commencing 12th, 16th and 23rd October 2023
In person interviews: Week commencing 30th October 2023
You must be able to work a shift pattern between our service hours of 9am – 8pm with one in 5 Saturdays working rota (9.30am - 1pm)
Part time roles available, working minimum of 27.5hrs per week – shifts and Saturday work are subject to review.
Are you self-motivated? Do you have high resilience? Are you empathetic with excellent customer service skills? Then we have the role for you!
We are looking for exceptional new colleagues to join our team and provide free debt advice to people contacting National Debtline!
National Debtline is an award-winning free debt advice service run by the Money Advice Trust, an independent charity founded in 1991 to help people across the UK to tackle their debts and manage their money in confidence.
As a debt adviser you will provide advice, support and money management help to people who are struggling with problem debt. This will include helping callers to form a budget, prioritise their debts and identify possible solutions, in compliance with Financial Conduct Authority regulations. The productivity targets you need to achieve are challenging so you will have ideally worked in a busy, target-driven environment before. You will be an articulate communicator, and will possess the ability to deal regularly with vulnerable clients who may be experiencing poor mental health or who are at risk of suicide.
We offer full training and extensive support and you must be able to commit to training full time for the first 18-20 weeks of employment. Training will be conducted in the Birmingham office, and at home. After training you will move to office / hybrid working.
You will be responsible for:
Identifying cases where a debt solution may be appropriate, exploring all relevant options with clients in compliance with FCA regulations.
Adhering to internal processes for information management, and ensure that our data is accurate, reliable and compliant with legal requirements.
Creating and maintaining client records, ensuring information is appropriate and accurate.
Balancing the needs of clients against the need to meet targets and key performance indicators.
What we need you to have:
Previous experience in a telephony customer service role and giving advice over the phone.
Ability to effectively manage a significant number of calls per day.
Proficiency in IT including Microsoft Office and CRM databases.
Knowledge / experience of money advice processes, legislation and practice would be desirable.
In return, we can offer you:
29 days annual leave plus bank holidays
A contributory pension scheme
Generous life insurance
Healthcare cash plan
Free on-site gym
Enhanced maternity pay
Long service awards
We are committed to working in an equitable, diverse and inclusive environment and welcome applicants from all backgrounds.
Money Advice Trust
We are a national charity helping people across the UK to tackle their debts and manage their money with confidence.
You Have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
Money Advice TrustPrivacy Statement
The following explains how we Money Advice Trust (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
Data protection officer:
Head of Compliance and Risk
Email: DPO@moneyadvicetrust.org
Collection and processing of your data
As part of any recruitment process, the Trust collects and processes personal data relating to job applicants. The Trust is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.
Information the Trust collects and processes
The Trust collects a range of information about you. This includes:
your name, address and contact details, including email address and telephone number;
details of your qualifications, skills, experience and employment history;
information about your current level of remuneration, including benefit entitlements;
whether or not you have a disability for which the Trust needs to make reasonable adjustments during the recruitment process;
information about your entitlement to work in the UK.
equal opportunities monitoring information, including information about your ethnic origin, sexual orientation, health, and religion or belief.
The Trust collects this information in a variety of ways. For example, data might be contained in application forms, CVs or resumes, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment, including online tests.
The Trust will also collect personal data about you from third parties, such as references supplied by former employers. The Trust will seek information from third parties only once a conditional job offer to you has been made and will inform you that it is doing so.
Data will be stored in a range of different places, including on your application record, in HR management systems, the HR drive and on other IT systems (including email).
Why does the Trust process personal data?
The Trust needs to process data to take steps at your request prior to entering into a contract with you. It also needs to process your data to enter into a contract with you.
In some cases, the Trust needs to process data to ensure that it is complying with its legal obligations. For example, it is required to check a successful applicant's eligibility to work in the UK before employment starts.
The Trust has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows the Trust to manage the recruitment process, assess and confirm a candidate's suitability for employment and decide to whom to offer a job. The Trust may also need to process data from job applicants to respond to and defend against legal claims.
Where the Trust relies on legitimate interests as a reason for processing data, it has considered whether or not those interests are overridden by the rights and freedoms of employees or workers and has concluded that they are not.
The Trust processes health information if it needs to make reasonable adjustments to the recruitment process for candidates who have a disability. This is to carry out its obligations and exercise specific rights in relation to employment.
Where the Trust processes other special categories of data, such as information about ethnic origin, sexual orientation or religion or belief, this is for equal opportunities monitoring purposes as permitted by the Data Protection Act 2018.
For safeguarding reasons, the Trust is obliged to seek information about criminal convictions and offences. Where the Trust seeks this information, it does so because it is necessary for it to carry out its obligations and exercise specific rights in relation to employment. For more information please see the Safeguarding Policy.
The Trust will not use your data for any purpose other than the recruitment exercise for which you have applied.
Who has access to data?
Your information will be shared internally for the purposes of the recruitment exercise. This includes members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy and IT staff if access to the data is necessary for the performance of their roles.
The Trust will not share your data with third parties, unless your application for employment is successful and it makes you an offer of employment. The Trust will then share your data with former employers to obtain references for you.
The Trust will not transfer your data outside the European Economic Area.
For how long does the Trust keep data?
If your application for employment is unsuccessful, the Trust will hold your data on file for six months after the end of the relevant recruitment process. At the end of that period your data is deleted or anonymised.
Where we place you in a Talent Pool (for example where you have met the benchmark score but we have no more vacancies due to the volume of high scoring successful candidates) the Trust will keep your data for 12 months so that we can contact you when further vacancies arise.
If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your personnel file and retained during your employment. The periods for which your data will be held will be provided to you in a new privacy notice.
Your rights
As a data subject, you have a number of rights. You can:
access and obtain a copy of your data on request;
require the Trust to change incorrect or incomplete data;
require the Trust to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing;
object to the processing of your data where the Trust is relying on its legitimate interests as the legal ground for processing; and
ask the Trust to stop processing data for a period if data is inaccurate or there is a dispute about whether or not your interests override the Trust's legitimate grounds for processing data
If you would like to exercise any of these rights, please contact the Data Protection Officer – the Trust’s Head of Compliance and Risk on DPO@moneyadvicetrust.org
If you believe that the Trust has not complied with your data protection rights, you can complain to the Information Commissioner. In circumstances where you may wish to do so, please speak to Martyn Stephens in the first instance. You can contact the Information Commissioner’s Office directly and full contact details including a helpline number can be found on the Information Commissioner’s Office website (www.ico.org.uk). This website has further information on your rights and our obligations.
What if you do not provide personal data?
You are under no statutory or contractual obligation to provide data to the Trust during the recruitment process. However, if you do not provide the information, the Trust may not be able to process your application properly or at all.
You are under no obligation to provide information for equal opportunities monitoring purposes and there are no consequences for your application if you choose not to provide such information.
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