Volunteer opportunity description

·         Welcome clients in a friendly and supported manner.

·         Help manage the waiting room, and manage and monitor clients waiting to use the Information Point.

·         Keeping information files or local information up to date

·          Monitor and record numbers of clients using the Information Point to ensure efficiency of service

·         Introduce the client to the Information Point and explain availability of the comprehensive national & local information systems, factsheets and leaflets which clients can access themselves.

·         Identify clients struggling to find the information and assist clients to find and access service/information they require.

·         Identify the situations where further assistance may be required and carry out appropriate assessment.

  • Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using Public site, scripts and any other diagnostic tools, as necessary).
  • Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and available resources.

·         Signpost or refer clients appropriately (both internally and externally) to suit the client’s needs following agreed protocols, including, informing clients of what they can expect.

  • Record information given during the assessment onto the Local Office database.

·         Seek help from the Supervisor to help out with difficult problems when required.

  • Develop a clear understanding of, and commitment to, Citizens Advice policies on equality and Diversity; incorporating this into all aspects of the work.
  • Keeping up to date on important issues by attending the appropriate training and by essential reading
  • Attend team meetings.


Must be available for 1o hours a week and be willing to understake training for competence and recognised qualifications. Some study will need to be done at home. 

  • A commitment to the aims and principles of the Citizens Advice service.
  • Excellent communication skills.
  • Being open and approachable.
  • Ability to communicate clearly, in English, both orally and in writing.
  • Ability to quickly sift through information and extract what is relevant.
  • Basic mathematical skills, including percentages.
  • Respect for views, values and cultures that are different to their own.
  • An understanding of why confidentiality is important.
  • Competence in using IT.
  • A positive attitude to self-development and assessment.
  • Ability to work as part of a team.
  • Ability to recognise their own limits and boundaries in the role
  • Punctuality and regular attendance

Our volunteer needs

We need volunteers who are free at these times


About the organisation

Citizens Advice Swindon

Interim Chief Executive Officer
Tracey Ahilan
Organisation’s website:
Volunteer opportunity website:
Learn more about this organisation:
Organisation’s profile
View all volunteer opportunities listed by this organisation