Purpose of the role

Answer calls made to our Adviceline, collect information from the clients and record it on our dedicated client management systems.

What will you do?

● complete an introduction to Citizens Advice and training for your role
● talk to clients over the phone to explore what problems they need help with
● register clients onto our client database and obtain client’s consent to hold information
● write a summary of the clients’ problem on the local office’s triage log
● consult and liaise with colleagues within Citizens Advice Swindon if any issues arise

What’s in it for you?

● make a real difference to people’s lives
● learn about a range of issues such as benefits, debt, employment and housing
● build on valuable skills such as communication, listening and analysing
● increase your employability
● work with a range of different people, independently and in a team
● have a positive impact in your community
● make new friends
● you can work from home as well as from the office

And we’ll reimburse reasonable travel expenses too if you decide to work from the office.

What do you need to have?

You don’t need specific qualifications or skills but you’ll need to:
● 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 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
●
How much time do you need to give?

Ideally we ask for 6 hours per week, which can be over one day or spread over two days, for at least 6 months.

We can be flexible so please come and talk to us.

Valuing inclusion

Our volunteers come from a range of backgrounds and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities.

Contact details

If you are interested in becoming a Volunteer Adviceline Assistant and would like an application pack and/or to discuss flexibility around location, time, what the role entails and how we can support you, please contact us by emailing – training.email@caswindon.org.uk or call us on 01793 402106.