Email Advice Volunteer

What will you do?

Complete an introduction to Citizens Advice and training for your role
Responding to email requests for advice
Finding, interpreting and communicating the relevant information, including possible options and implications, so the client can reach a decision.
Identifying when it’s necessary to move the client to a more appropriate channel for their needs (ie. face to face appointment).
Completing clear and accurate case records, including uploading emails exchanged with clients
Recognising the root causes of problems and taking appropriate action.
Working as part of the team to identify and report research and campaign issues
Keeping up to date on important issues by attending the appropriate training, attending volunteer meetings, and undertaking essential reading, including becoming familiar with the Citizens Advice public site.
Assisting with local research and campaigns.

Some examples of what you could do:

find information online about applying for a benefit and show the client where they can access this for themselves
book an appointment for the client to see a debt adviser to discuss the money they owe to landlord and energy company
call the local mental health organisation to book an appointment for the client

make a real difference to people’s lives by making sure that clients receive the right support for them
learn about a range of issues such as benefits, debt, employment and housing.
build on valuable skills such as communication, listening and questioning
increase your employability
work with a range of different people, independently and in a team.
have a positive impact in your community.

And we’ll reimburse expenses too.

If you're a law student and you train as a Citizens Advice adviser, you can get up to six months off your solicitor training contract!

be friendly and approachable
be able to seek regular guidance on how to meet clients needs
be willing to work within the limitations of your role
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 IT skills
be able to understand information and explain it to others
be able to keep calm under pressure
be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
be willing to undertake continuous training in your role