Telephone Adviser

Belle Vale, Liverpool, UK


Required Hours 

Minimum 8 hours per week

Interview dates

Interviews for this role will take place W/C 18th October
Inductions for this role will take place on the first week of November

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What will you do? 

As a telephone adviser with Citizens Advice Liverpool, you will: 

  • Complete an introduction to Citizens Advice and training for your role

  • Talk to clients over the phone 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

  • 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 on how to apply for housing benefit and explain it to clients 

  • 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.

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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.

How much time do you need to give?

We ask for a minimum of 8 hours per week, which can be over one day or spread over two days, for at least 12 months.

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What's in it for you? 

As part of your role you will:

  • Make a real difference to people’s lives

  • Learn about a range of issues such as benefits, debt, employment, immigration and housing.

  • Build on valuable skills such as listening, questioning, interpreting and summarising information

  • 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.

And we’ll reimburse travel expenses too.

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To find out more about this role and volunteering with Citizens Advice Liverpool contact our volunteer support, Pat Breslin. 


Phone: 0151 522 1400 Ext: 1732

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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 minority ethnic backgrounds.