What will you do?
Complete an induction to Citizens Advice and training for your role
Talk to clients to explore what problems they’ve come for help with and prioritise issues
Give information using our information systems and other sources to help clients understand their situation and their options
Explain the choices and consequences the client faces and support clients to take action to resolve their problem
Give practical help by writing letters, making phone calls or referring the client to another service and/or other agencies better placed to help
Write a summary of the clients’ problems and what action you’ve taken
Identify problems’ that are common, or are unfair, and use our systems to highlight these problems.
Some examples of what you could do:
Find information online that explains how to apply for housing benefit and explain it to them
Explore what benefits a client is entitled to and book appointments if required to help them to complete a benefit application form
Help identify priority debts and refer to the appropriate service to help client deal with debt issues
Help a client who has problems with their landlord to understand their housing rights.
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 and enjoy helping people
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.
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, immigration and housing
Gain and build on valuable skills such as listening, questioning, interpreting information and summarising
Gain new skills in working remotely and using technology
Gain experience and increase your employability
Work with a range of different people, independently and in a team
Have a positive impact in your community.
This role will help you to develop the following employability skills: Communication; Self-Management; Teamwork; Numeracy, Application of IT and Problem Solving.
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 ethnically minoritised communities.