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

What’s in it for you?

  • 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!

What do you need to have?

  • 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

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, but we can be flexible so come and talk to us.

Contact details

If you have any questions about this role and whether it is right for you, please call 01329 237 121 and ask to speak to our Advice Service Manager, Jacquie Smart.