Volunteer Telephone Advice Line Adviser

What will you do? 

• complete an introduction to Citizens Advice and training for your role 
• assess clients’ problem/s over the phone using sensitive listening and questioning skills 
• research information about the clients’ problems 
• communicate effectively to clients over the phone to help them understand their options 
• support clients to take action to resolve their problems. This might include completing a form or referring the client to another organisation
• write a clear summary of the clients’ problems and what action you’ve taken on our case recording system 
• look out for problems’ that are common, or are unfair, and write a short report about the problem.

Some examples of what you could do:  

• help a client to maximise their income by exploring benefit entitlement and completing benefit application forms and/or issuing food vouchers. 
• help a client who has problems with their landlord to understand their housing rights or any other areas of concern. 

How much time would you need to give:

We are looking for people who can volunteer 2 days a week on Tuesdays and Thursdays from 09:00-16:30

Please note that this is not a short-term volunteering role - it will take several months to get you fully trained and confident in the role.

We can be flexible so come and talk to us.

The role requires you to attend our city centre office.

Travel expenses are covered up to the cost of a day saver bus ticket (£5.20).

What's in it for you:

• make a real difference to people’s lives
• learn about a range of matters such as benefits, housing, family, employment, and discrimination issues.
• develop valuable skills such as communication, listening and problem solving and increase your employability prospects.
• work with a range of different people, independently and in a team.        
• have a positive impact in your community

What do you need to have?

• be aged 18 or over
• be friendly and approachable
• be non-judgmental and respect views, values and cultures that are different to your own
• have good listening skills.
• have excellent verbal and written communication skills
• have good maths and IT skills.
• be able to understand information and explain it to others 
• be willing to learn about and follow the Citizens Advice aims, principles, and policies, including confidentiality and data protection
• be willing to undertake training in your role.

Valuing inclusion:

Our volunteers come from a variety of backgrounds, and we welcome applications from all sections of the community. If you are interested in becoming a volunteer and would like to discuss flexibility around location, time, ‘what will you do’ and how we can support you please contact us.