Volunteers who give advice to our clients are at the heart of our service and we could not manage without them. Volunteer advisers receive full training in the skills needed to help people deal with their problems and learn how to find the information the client needs from our extensive database. Volunteers are supported and supervised as they begin to give advice and will get feedback and development opportunities throughout their time with Citizens Advice.
Purpose of the role
To help provide an effective and efficient advice service to members of the public
To help influence government and other organisations by informing them of the effect of their actions on the lives of clients.
Main duties and responsibilities may include:
Interviewing clients, both face-to-face and on the telephone, letting the client explain their enquiry and helping the client to set priorities
Finding, interpreting and communicating the relevant information and exploring options and implications in order that the client can come to a decision
Acting, where necessary, on behalf of the client, negotiating, drafting or writing letters or making appropriate referrals
Completing clear and accurate case records
Recognising the root causes of problems and participating in taking appropriate action
Keeping up to date on important issues by attending the appropriate training and by essential reading
Attending bureau meetings.
Personal skills and qualities that an Adviser needs:
A commitment to the aims and principles of the CAB service
Excellent communication skills
Being open and approachable
Ability to communicate clearly both orally and in writing
Ability to sift through information and extract what is relevant
Basic mathematical skills, including percentages
Respect for views, values and cultures that are different to their own
An understanding of why confidentiality is important
Being open to using computers on a regular basis
A positive attitude to self-development and assessment
Ability to work as part of a team
Ability to recognise their own limits and boundaries in the role.
If you are interested, please contact Sophie Cummins for an application form at: