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Volunteer Roles


Help to support services with clerical & administrative tasks; Assist the clients’ journey; Provide administrative support to paid staff & volunteers.

Telephone Assessor/Adviser

(NB: Volunteers train as Telephone Assessors first before training as Generalist Advisers)

Telephone Assessors carry out initial assessments with clients when they first contact the bureau, identifying next steps, emergencies and deadlines with the support of the Service Supervisors and book appointments, signpost/refer as appropriate.

You will be trained on Casebook (our case recording system) and our services available to clients.

Advisers interview clients at a pre booked appointments about their problems in the main enquiry areas of Debt, Welfare Benefits, Housing, Employment, Immigration, Consumer, and Family & Personal.

Advisers also provide in-depth advice, negotiation and advocacy on behalf of clients. They act on behalf of the client where necessary, negotiating with third parties on the telephone, drafting and writing letters.

IT Support

Our IT Support volunteers assist our IT Manager to maintain our IT systems and to resolve any IT issues that may arise.

They gain experience working with networks, maintaining & upgrading PC’s, troubleshooting IT problems and maintaining our website under the supervision of the IT Manager.

An induction in Citizens Advice IT systems and training on specific tasks will be provided.

Good customer service & IT skills as well as the ability to communicate effectively are necessary in this role.

Research & Campaigner/ Fundraiser

For every case that comes to the bureau a case record is completed. This enables everybody to see what problems are dealt with in the bureau.

Our Research & Campaigners/Fundraisers identify common issues and trends which are then communicated to internal & external stakeholders to raise awareness, campaign for change and assist in our fundraising activities.

Tasks include: data collection and manipulation, writing letters, building up a media file of local problems, attending R & C meetings, raising awareness of issues, assisting with Social Media posts and assisting in fundraising activities.