Reception Volunteers

Purpose of the Role

As the first friendly face the clients see, you would be the first point of contact. Receptionists play an integral part in the provision of help to a wide variety of people, and assist and support our advisers. As the public face of Citizens Advice Fareham, receptionists help to create a welcoming, friendly environment where clients feels safe and secure in discussing often very challenging issues



Main Duties of the Role

  • Welcome clients coming into the waiting room
  • Explain waiting times and procedures to clients.
  • Provide information about Citizens Advice and other advice services to clients from a diverse range of backgrounds and cultures.
  • Acknowledge children and / or any special needs and take appropriate action.
  • Maintain confidentiality about clients and their contact with the bureau.
  • Liaise with the Initial Triage Worker regarding incoming clients
  • Liaise with the Advice Session Supervisor keeping him / her aware of the situation in the waiting room i.e. client waiting times, numbers of clients waiting and any problems that may be arising.
  • Provide client with information where appropriate, including details of other agencies, and point out leaflets / fact sheets
  • Supporting clients to use our online information kiosks to access information on our public website.
  • Assist clients, where required to use the online feedback form.
  • Create, maintain and archive paper and electronic filing systems in accordance with the bureau's systems and procedures.
  • Use IT for record keeping & maintain online appointment diaries.
  • Process client information collected at the reception & maintain statistics and collate and produce reports to a prescribed format.
  • Help to keep the waiting room tidy and safe


The receptionist may also carry out some or all of the following administrative and general tasks:

  • Photocopying
  • Making tea/coffee for the team and washing up
  • Checking and maintaining supplies of tea, milk, biscuits etc.
  • Helping to maintain filing systems
  • Opening and booking in incoming post & recording Outgoing Post
  • Making calls to clients - confirming appointments or following up on appointments
  • Answer the telephone and refer calls or take messages.
  • Check that waiting room leaflets and fact sheets are correctly displayed
  • Shredding papers


Receptionists need to

  • Understand and actively support the aims and principles of the Citizens Advice service and its anti-discrimination and equal opportunities policies.
  • Sign and work within Citizens Advice confidentiality policy.
  • Work within agreed office systems and procedures.
  • Be able to work on own initiative and prioritise own work
  • Work collaboratively with other colleagues involved in the advice work process.
  • Have some experience of using information technology and a willingness to use databases and websites with appropriate training
  • Provide a service that is based on sensitivity and respect for clients.
  • Have good interpersonal skills, in particular, tact and sensitivity when dealing with clients.
  • Be approachable and able to communicate well with people from all backgrounds, with a variety of needs, often in times of stress
  • Have a flexible approach and be willing to work as part of a team.
  • Be willing to take part in relevant training sessions.
  • Citizens Advice Fareham is open to members of the public from 10:00 am - 4:00 pm Monday to Friday and reception cover is needed during these times. Hours volunteered are negotiable; usually a minimum of one half day per week.
  • Receptionists are encouraged to attend monthly volunteer staff meetings and read daily briefings to keep up to date with all aspects of the local office’s operation.

Expenses are paid monthly for travel and parking.


If you wish to apply; please complete our volunteer application form

Interested in learning more?

email or call us on 01329 237121