Our Team
The success of our service relies on our dedicated and compassionate team of staff and volunteers.
Over 80% of our workforce are volunteers, some of whom have been with us for many years. Our small paid staff provides overall management of the service and delivers specialist advice.
Meet the Staff
Our staff members have come to Citizens Advice Hart from a variety of different backgrounds, such as:
- Working at other local Citizens Advice offices
- Working at the national organisation
- Working in the public and/or private sector
- Having retired and wanting to put something back
- Starting as a volunteer, then taking a paid role when the opportunity arose
- Being at the early stages of their career and looking to build their CV
This variety of knowledge and experience is a distinct advantage when managing a group of diverse volunteers. It also helps with building empathy with all we seek to help.
Sam
Chief OfficerSam
Chief OfficerI joined Citizens Advice Hart as Chief Officer on 26 April 2021. We were just beginning to open the offices again after lockdown.
I trained as a Generalist Adviser at Citizens Advice Hart in 2016 whilst completing a Masters in Evidence-Based Psychological Treatment (CBT). During this time, I experienced first-hand the incredible work done by the staff and volunteers. They enabled people in desperate need to transform their situations and become better equipped to deal with life’s challenges. I have never forgotten that experience and had always hoped to come back to Citizens Advice.
I am passionate about the work of Citizens Advice and have a relentless desire to make a difference in the community. This opportunity has allowed me to use my varied skillset and work closely with a dedicated team of staff, volunteers and trustees.
What is your background?
After completing a psychology degree at Loughborough University, I trained as a homeopath before setting up my own business. Later, I added counselling skills to my portfolio. I then continued my career in the charity sector, working for Basingstoke Counselling Service and the Helen Arkell Dyslexia Charity. My previous post was leading an admissions team at Lord Wandsworth College. This involved working with the Foundation, providing funded places for vulnerable children and transforming lives.
Who are you as a person?
Born into a forces family in Somerset, I used to move around frequently, but have finally settled back in Odiham. I love my village – it has a fabulous community spirit.
I discovered a love of walking through the Hampshire Countryside Walks group, which a friend set up in Fleet. Lacking any map-reading skills of my own, it has been wonderful exploring the beautiful Hampshire countryside with a group of like-minded friends. More recently, I can be found on the driving range endeavouring to learn golf.
I have two grown-up children.
Jane
Office ManagerJane
Office ManagerI joined Citizens Advice Hart as an Administrator for both offices in March 2019. When my children went to senior school, I decided to go back to work. However, I always felt I wanted to do something within my community. I was fortunate enough to work in local government for 15 years. Then, having decided it was time for a change, I saw the advert for my current role.
What is your background?
I had a great time (and plenty of learning experience!) working for Yateley Town Council as Finance and Admin Officer. Because I dealt with the public and volunteers, I felt my skills transferred quite well to my current job. Before that, when my children were young, I worked from home hiring hats for events like weddings and Ascot. At the same time, I volunteered as treasurer for the local football club. I helped raise enough money to turn an old landfill site into football pitches for several adult and junior teams.
Who are you as a person?
I’ve been married for 34 years and have two grown-up sons and two grandsons – the apples of my eye!
I like to feel involved in the local community. Yateley, despite its size, is still thought of as a village. I volunteer for Hampshire Countryside Rangers as a looker: someone who traverses Yateley Common to check on the Exmoor ponies.
I like walking, reading, music, theatre and travel… I’m always planning a trip somewhere!
Lynda
Advice Session SupervisorLynda
Advice Session SupervisorHow long have you worked at Citizens Advice Hart, and why did you decide to join?
I started with Citizens Advice Hart in 2021, and I love working with this team!
I’ve always been very interested in social justice, volunteering for many community groups since I was 16 (a while ago!). Furthermore, I’ve campaigned on a number of global justice issues over the years. Consequently, I am very interested in our Research and Campaigns work. I’ve seen the difference that good and timely advice can make to people’s lives, including mine! Therefore, it is a real privilege to now work for CA, which is highly respected in this sector.
What is your experience?
I have worked as a secondary school teacher and a Project Manager for the NHS. I also spent a number of years in the voluntary sector, working with international aid agency CAFOD/Caritas. This involved collaborating with a number of fantastic volunteers, including avid campaigners, fundraisers, speakers, and educators, and was hugely rewarding. I was also lucky enough to work for Caritas Australia in Brisbane, as I have dual nationality. My last post was at Voluntary Action South West Surrey in Guildford. I again worked with a team of volunteers who signposted people to local volunteering opportunities, services and social activities. During this time, I became very interested in advice work and started a Graduate Diploma in Law.
Who are you as a person?
I guess I am pretty much a family-orientated person; I am aunty to four children and godmum to another six. At the moment, most of my time is taken up with studying, and I can’t wait for the summer break! I loved working and living in Queensland, Australia a few years ago, and hope to return one day. Even an extended holiday would be great – hopefully with my niece and nephews in tow!
Louisa
Advice Services ManagerLouisa
Advice Services ManagerLouisa has worked at Citizens Advice Hart since October 2021 and was immediately welcomed into the team. She was attracted to working for CA because of its reputation for integrity and fairness, as well as its local and national scope. The training is comprehensive, and the professionalism of the volunteers and staff at Hart is second to none.
What is your background?
Louisa previously worked in acute mental health before moving to the criminal justice arena. She began working in cognitive behavioural and thinking skills programmes, and then transitioned to psychological assessments in a custody setting.
Returning to work in the community, Louisa developed and implemented psycho-social interventions with substance misusers. This led to her creation of a peer mentoring programme (Evolve) for former addicts (two years or less substance free). The programme also supported those convicted of drug and alcohol related offences. Evolve provided level 2 qualifications for the mentors, and the impact of the project earned Louisa a Butler Trust Commendation.
More recently, she had a career in the criminal justice field, overseeing the quality assurance of cognitive behavioural groupwork. This work spanned Surrey, Sussex, and Kent and involved the ‘toxic trio’ of mental health, substance misuse, and domestic violence. It also contributed to Surrey’s Domestic Abuse Strategy.
Marcia
Community Training Coordinator (Advice First Aid)Marcia
Community Training Coordinator (Advice First Aid)I joined Citizens Advice Hart in October 2020 as a Volunteer Assessor. I volunteered mid-pandemic, after deciding to take a year’s break from employment to help people in the community during these challenging times. Having come across it in my previous financial role, I chose Citizens Advice because it is one of the country’s leading and most influential charities fighting for change, and its work really impacts people’s lives for the better. I am now currently employed by the Armed Forces Covenant funded Forces Families project as an assessor. I deliver training to the military on various initiatives, such as financial capability, and also to Citizens Advice Hart core. Mental wellbeing is one of my passions, and I hold an FAA Level 2 Award in First Aid for Mental Health (RQF). I also still volunteer for CA Hart half a day per week.
What is your background?
I spent thirteen years working for a leading retail banking organisation, specialising in personal lending and training delivery. For twelve years, I was a self-employed Training Consultant delivering management skills, performance management, and recruitment training, as well as a performance coach in employee training and development. I have also worked for a major energy provider as an Area Manager in volume resourcing, and spent seven years working in education administration.
Who are you as a person?
First and foremost, a mother and a wife. I am passionate about my local Yateley community and helping it’s members. For 13 years, I was a school governor and Chair of Inclusion, actively involved in all aspects of my local junior school. I was treasurer of my son’s football team, Yateley Shields (part of Yateley United) for 10 years, and could often be heard shouting encouragement on the side lines. Currently, I am choir leader for my local community choir, Voxchoir, as well as cover choir leader for Fleet and Woking. I love singing, and choirs are a great place to have fun, meet new people, and relieve the daily stresses that life occasionally throws at us.
And the rest of my free time?
Family, cooking and socialising.
Caroline
CaseworkerCaroline
CaseworkerI started at Hart in January 2022, although I have worked in other Citizens Advice offices for over ten years. I love working with people in the local community and helping them find solutions to the issues they have.
What is your background?
My initial training was as a physiotherapist, and when I moved to Brussels with my husband, I started my own private physio practice. When I moved back to the UK, I took an MBA and went into business in marketing and PR for a civil engineering consultancy.
Both my daughters were born in Brussels. One is now living and working in Australia, and the other is married and a solicitor in London. I have a gorgeous granddaughter!
Who are you as a person?
In my spare time I walk my dog, a big Hungarian Vizsla. I have taken up the alto saxophone and try not to deafen the neighbours. I love Argentine tango and spend most of my weekends dancing, and I also play a lot of bridge.
Meet our Trustees
Although a member of the national Citizens Advice network, we are an independent charity and have our own board of trustees. These trustees are responsible for the vision, mission and management of the charity. Specifically, they:
- Employ the Chief Officer and paid staff to manage our team of volunteers and the day-to-day operations of the charity
- Set the overall direction and support the development of the organisation
- Work to maintain the Performance and Quality Framework set through the national Citizens Advice network
- Make sure our work complies with relevant charity (and other) laws
- Manage the finances
- Ensure we comply with legal, accounting and reporting requirements
- Hold the staff to account to make sure we are meeting the needs of the local community
- Work with the Chief Officer to ensure the organisation has the resources needed to help and support the local community
- Make sure that there is regular and effective communication with stakeholders about the charity’s purposes, work, and achievements. This includes providing information that enables them to measure the charity’s success in achieving its purposes.
John
Chair of TrusteesJohn
Chair of TrusteesSince July 2021. I became Chair in December 2022, having previously been the Company Secretary.
Tell us about your working background
I’m a retired management consultant. I spent several years working in small consultancies and running my own consultancy business for a wide spectrum of public sector clients. These included clients in central and local government, housing, and in health and social care. Previously, I spent 20 years working in the IT and aerospace industries.
What skills and experience do you bring to the Board?
During my career, I worked in many private, public, and third sector organisations. I specialised in delivering change programmes and tracking how those impacted the people, processes, and technology of those businesses. At a particularly challenging time for Citizens Advice, I hope that my skills and experience will help us adapt and grow so that we can continue to deliver excellent services to those who need our support.
Why did you decide to become a trustee for Citizens Advice?
Having been a charity trustee before, I wanted to apply those experiences to an organisation that benefitted my local community. Specifically, a conversation with a friend (and CA volunteer) in a pub (where else?) convinced me that Citizens Advice was the right place.
Can you tell us something about yourself and your interests outside of Citizens Advice?
I’m married with two “adult” children and live in Fleet. I enjoy walking and cycling (slowly), and have a love of classical music. For my own enjoyment, I can occasionally be found playing the piano (just okay) and the viola (less than okay!).
Roger
Company SecretaryRoger
Company SecretaryThis is my third stint at Citizens Advice Hart, and in total I have eight years’ service behind me.
I have taken on the role of Company Secretary, providing support and assistance to our new Chair in arranging and recording board meetings. I am also responsible for making regulatory returns to both the Charity Commission and Companies House.
Tell us about your working background
Until I retired, I worked for over 45 years in the construction industry for a variety of companies. I had a commercial role specialising in procurement, contract management, logistics, and business support services.
What skills and experience do you bring to the Board?
I am a team player, highly organised, practical, patient, calm, and empathetic. Contract negotiation has given me a key eye for detail. I have also been a school governor, secretary of a local civic society, and mentor and management consultant for two other local charities. However, these days I devote my volunteering time to Citizens Advice.
Why did you decide to become a trustee for Citizens Advice?
When I retired, I was looking for an opportunity to contribute something back to society. I wanted it to be something that would keep me actively engaged with people and working in a team. Furthermore, I wanted to use the skills I had developed over 45 years of working in a business environment. I found my way to the door of CAB.
Can you tell us something about yourself and your interests outside of Citizens Advice?
I am married and have four grown up children; all have now left home. I have lived in Yateley for 40+ years. My interests include DIY, watching cricket, reading, and good food – not necessarily in that order.
Paula
TreasurerPaula
TreasurerI was appointed a trustee in January 2024 and my specific role is Treasurer.
Tell us about your working background?
I’m a Fellow of The Chartered Institute of Management Accountants (CIMA) and have a broad range of experience over my career ranging from a Board level Chief Financial Officer role with a small-medium enterprise (SME), in-country finance manager roles within international aid agencies to senior finance roles within large multinational companies as well as within the UK charity sector.
What skills and experience do you bring to the Board?
As well as my experience of corporate governance and financial management, I also have strong planning and communication skills and a track record of problem solving and motivating teams and stakeholders.
Why did you decide to become a trustee for Citizens Advice?
I came to the place within my career where I wanted to apply my Finance and Board experience to a charity. Citizens Advice is an organization that I have a particular interest in, specifically the work that it does to support the local community that has a direct, and often immediate, impact on lives, as well as influencing more strategic change on a national level.
Can you tell us something about yourself and your interests outside of Citizens Advice?
I’m a working mum of 2 boys, living in the Hart area. I’m a big fan of independent travel and have spent much of [my pre-child] life backpacking around the four corners of the world. I also enjoy hiking, especially hill walking. I now spend my time persuading my children to join me in hiking and travelling (to varying degrees of success!). When not up a hill, I can be found on a treadmill (not quite the same, but needs must).
Martin
TrusteeMartin
TrusteeI am in my second spell as a trustee, and have done five years in total. My roles are Vice Chair and Lead Trustee Covering Service Delivery and Quality.
Tell us about your working background
I have been a performing musician and computer systems programmer. I’ve also worked in software sales and marketing management, and general management, but am now retired.
What skills and experience do you bring to the Board?
That is for others to judge; I volunteer my time, energy, and commitment.
Why did you decide to become a trustee for Citizens Advice?
To benefit the local community.
Can you tell us something about yourself and your interests outside of Citizens Advice?
I enjoy music and playing the piano, keeping fit, spending time with family, and local travel.
Robbie
TrusteeRobbie
TrusteeSince January 2024.
Tell us about your working background?
I currently work as a Programme Lead for the NHS; working to improve recruitment and retention for the cancer workforce. I have worked in the NHS for just over 3 years, working in project management, strategy, continuous improvement and service development. Prior to this I worked in microbiology and quality management.
What skills and experience do you bring to the Board?
Throughout my career, I have had the privilege to work with private, public and third sector organisations and have developed a wide network of colleagues across these sectors. Having served positions on a research group board previously, and my work in supporting patient discharge from Frimley Park Hospital, I understand the responsibilities of being a trustee but also the complexities that face the population of Hart.
Why did you decide to become a trustee for Citizens Advice?
I strongly believe in working as a system to support the needs of the population, and collaborating across organisations to achieve goals. The values of Citizens Advice align with my own personal values, specifically to continuously improve, promote equality and fairness and to work together. Having grown up within Hart and having immediate family here, it is important to me to support the community in the best way that I can.
Can you tell us something about yourself and your interests outside of Citizens Advice?
Outside of my employment and this role, I am keen on keeping fit and am an amateur artist and photographer.
Gareth
TrusteeGareth
TrusteeNew to the role I have been a trustee since January 2024
Tell us about your working background?
I have been in the RAF as an aircraft engineer for the last 21 years and have another 8 years to serve. Undertaking a wide range of roles from instructing to engineering and safety management.
What skills and experience do you bring to the Board?
In a previous volunteering role, I worked alongside the ambulance service responding to front line emergency calls so have seen the outcomes of health inequalities and long-term health conditions. Coupled with my day-to-day work where I have sat on various committees and done a wide range of roles means I am pretty adaptable which is probably my greatest strength.
Why did you decide to become a trustee for Citizens Advice?
My time volunteering with the ambulance service had come to an end and I wanted a role where I could work to head off some of the causes of crisis that I saw on the front line. Citizens Advice fits that description perfectly.
Can you tell us something about yourself and your interests outside of Citizens Advice?
Obviously spending time with my family and dogs in our camper van, alongside racing triathlon (poorly) and generally keeping my self-fit. I also like reading and am currently learning to speak French (terribly)
Meet some of our Volunteers
Our volunteers are a particularly important part of the service. Without them, it would be difficult to offer the range of advice and support for which Citizens Advice is known. They come from all walks of life and are at varying stages of their careers, such as:
- Looking to build work experience at the start of their careers
- In between jobs
- On vacation from university
- Have children still living at home
- Children have left home
- Retired or semi-retired
They help us deliver the service in a variety of ways. This includes ever-increasing use of email, webchat and video call, as well as the more traditional telephone and face-to-face appointments. We have a team of over 30 volunteers; here are some of them:
Karen
Money AdvisorKaren
Money AdvisorI started volunteering in Hart in May 2019. I have always been interested in other people, and the opportunity to help those requiring assistance really appealed to me. Initially, I worked on our Adviceline, where every day was different. You never knew what issue you’d get when you picked up the phone. In 2021, I qualified as an Adviser, and in the autumn of that year was invited to join the Money Advice Team. This involves helping our clients who are in debt or in need of budgeting advice. I really enjoy meeting our clients and helping them to overcome their difficulties. Our Fleet office is home to a really supportive group of people. There is always someone to go to if I am unsure what to do. I would recommend joining Citizens Advice Hart to anyone with a bit of time on their hands who wants to make a difference.
What is your background?
I took early retirement in May 2019 after spending most of my life working in IT, and Learning and Development. I split my working life between the public sector (Surrey County Council) and the private sector (Microsoft), and found the differences and similarities interesting.
Who are you as a person?
I have worked with Samaritans for 11 years as a listening volunteer and run the training team in the branch. In addition, I have two grown-up kids and two grandchildren who I love spending time with. I’m also addicted to Formula 1 motor racing, and was lucky enough to go to the Italian GP a couple of years ago.
Geraldine
Email AssessorGeraldine
Email AssessorI have volunteered for almost 4 years. The reason I started volunteering is that I enjoy helping people. It feels good to know that information I have provided may help to make someone’s life a little easier. I also enjoy interacting with my colleagues, learning new things, and having the sense of purpose that volunteering provides.
What is your background?
I have worked in various different roles. Prior to having children, I was an HR Manager. After a short break spent looking after the family, I retrained as a pre-school teacher. I am also a qualified reflexologist!
Who are you as a person?
I enjoy spending time with family, gardening, reading, listening to music, walking, and travelling. My happy place is walking along the beach, or listening to live music.
Jane
AssessorJane
AssessorI have been with CA Hart for nearly three years and normally work one day a week in the Fleet office. At present, I am working from home two mornings a week.
I love my friendly colleagues and the feeling of being part of a team. The work is both challenging and interesting, and there is always something new to learn or find out about. Most of the issues are very new to me, as teaching was quite a protected environment.
I enjoy the contact with clients, usually on Adviceline, and I really like 1:1 contact when possible.
What is your background?
I am a retired secondary school teacher.
Volunteering for Citizens Advice was always the goal when I retired early, as I wanted to continue using my teaching skills. I also wanted to learn something new and still feel useful.
Michelle
AdviserMichelle
AdviserI have been volunteering for around 5 years following early retirement. CA Hart seemed an obvious choice, because I wanted to keep my brain active and healthy, and help other people. After working for a large organisation, I felt I needed the camaraderie of like-minded people, which I found at Hart. There is enormous satisfaction helping someone whose problems seem insurmountable. But, after dismantling them brick by brick, you can help them find a way forward and truly move on.
What is your background?
I worked for 37 years in the defence industry, negotiating contracts with governments and organisations all over the world. I was lucky enough to travel to many different countries, which I thoroughly enjoyed. Following retirement, I realised that I still needed that regular change of scenery (and some sun!). Therefore, we bought a small house in Spain that we visit regularly. I am currently learning Spanish, which is not so easy at my age!
Who are you as a person?
I hope that I am a kind, considerate, and caring person. I like to help others and, outside of CA Hart, frequently find myself researching information to help friends and family. Additionally, I volunteer for Cat’s Protection, an organisation which cares for and rehomes stray or abandoned cats, or those whose owners can no longer take care of them. I love cats, indeed all animals, but sadly my time away from home means it’s not fair to have any. Should I stop travelling in the future, my house will again be full of furry creatures!
Sarah
Trainee AssessorSarah
Trainee AssessorI joined Citizens Advice Hart in October 2022. I’d wanted to volunteer for this great service for many years, and the time felt right.
What is your background?
Before having a family, I was an HR Specialist, becoming a School Business Manager once my two daughters started school. In 2013, my husband and I gave up fulltime work to travel and volunteer.
Who are you as a person?
I also volunteer for Wooden Spoon, Minding the Garden, and the Anthony Nolan Trust. Travelling – with a backpack and using local transport – is a passion of mine. I enjoy hiking and spending time with our family, and have recently started sewing.
Simon
Generalist AdviserSimon
Generalist AdviserI joined Hart three years ago because I wanted to help others. In particular, I wanted to support those seeking advice on dealing with the challenges they and their families face.
What is your background?
I am a retired Army Officer who, after serving 37 years, transitioned into the business world. During this time, I was an HR Consultant and a Business Manager in KSA for a British Engineering Consultancy firm. I served in a number of posts in the UK, Europe, and other locations. My last two tours of duty were serving in Sierra Leone as Chief Logistic Mentor to the Sierra Leone Armed Forces, and in Saudi Arabia as Deputy Commander of the British Military Mission to the Saudi Arabian National Guard.
I have a wealth of personnel management experiences, which I gained whilst serving in the military. For example, I was responsible for the welfare and wellbeing of those serving with me, including their families and dependants.
Who are you as a person?
I enjoy travelling, good wine, cooking, the now very occasional round of golf, reading, and keeping up to date with family and friends.
Sheila
Generalist AdviserSheila
Generalist AdviserI joined Citizens Advice Hart in 2004, shortly after I retired, and have been a Generalist Adviser here ever since. Looking for voluntary work that was stimulating, challenging, and rewarding, I found working for CA ticked all those boxes. It is a privilege to be able to help people for whom, at times, life is a daily struggle.
What is your background?
The first part of my working life was spent in medical publishing, but latterly I moved into teaching. I spent 15 years as a science lecturer at Farnborough College of Technology. Throughout most of my life, I have been involved with voluntary work of various kinds. Currently, in addition to CA, I am a Witness Service volunteer at the Coroner’s Court.
Who are you as a person?
I have been married for 50 years, and have lived in Fleet for 40 of those. Prior to moving to Fleet, we spent four years living in the Netherlands. In my spare time, I enjoy reading, cryptic crosswords, walking, and going to galleries and the theatre (particularly ballet). I also love spending time with the family (two children and six grandchildren).
David
Generalist AdviserDavid
Generalist AdviserI have been working as a qualified adviser for 16 years. I volunteered after retiring from work, both to help local people experiencing difficulties to cope, and to feel useful.
What is your background?
Originally, I am from Yorkshire, but have lived in the South since 1959. I’ve always worked in education, as a secondary school science teacher, in curriculum development, and from 1971 at a Guildford examination board. For the last 16 years of my career, I was Head of the Examinations Division. I retired on being made redundant in November 2001. My other volunteer work includes 24 years of being a local school governor, and acting as part of the management committee of my local village hall. Recently, I have also been driving for the local “Communicare” group in Fleet.
Who are you as a person?
I consider myself to be caring and approachable. I enjoy working with others, and hope to be able to make a difference in my community. By nature, I am people and family oriented, and enjoy travelling and seeing family. At 80 years of age, I am keen to remain active and involved for as long as possible.