Volunteering as part of our advice team, helping to provide an effective and efficient advice service to members of the public.
We train our advisers, which help in developing the skills needed to deliver an excellent and high quality level of service to our clients.
As an adviser you will:
• Interview clients, both face-to-face and on the telephone, letting the client explain their inquiry and helping the client to set priorities.
• Find, interpret and communicate the relevant information and exploring options and implications in order that the client can come to a decision.
• Act, where necessary, on behalf of the client, negotiating, drafting or writing letters or making appropriate referrals.
• Complete clear and accurate case records.
• Recognise the root causes of problems and participating in taking appropriate action.
• Keep up to date on important issues by attending the appropriate training and by essential reading.
• Attend meetings.
• Attend internal and external training courses (travel expenses will be reimbursed).
Research and Campaigning –
• Help to identify unjust practices.
• Provide information about clients’ circumstances through the appropriate channel.
• To help influence government and other organisations by informing them of the effect of their actions on the lives of clients
You don’t need any particular qualifications or experience to train as an adviser. All sorts of people are Citizens Advice advisers.
Personal Skills and Qualities:
• A commitment to the aims and principles of Citizens Advice.
• Excellent communication skills.
• Being open minded, approachable and not judge clients.
• 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 recognize their own limits and boundaries in the role.
• Be good at listening
You could do this role if you are available to volunteer for 4 hours or more a week.
We provide all trainee advisers with a comprehensive accredited training programme that will give you the skills you need to deliver a high quality service to clients. Our up-to-the-minute electronic information system contains most of the information you will need when advising clients. You won’t be left alone after you are trained. There will always be a more experienced adviser, who will give you support, advice and guidance.
All advisers are insured by Citizens Advice in case mistakes are made. Once you have qualified as a Generalist Adviser, you will have the opportunity to develop further skills and increase the depth and breadth of your knowledge.
Please note: If you’re a law student and you train as a Citizens Advice adviser, you can get up to six months off your solicitor training contract!
If you would like to apply please feel free to complete and upload our volunteer application form; which to accessible here: