Telephone adviser

• complete an introduction to Citizens Advice and training for your role

• assess clients\' problem(s) using sensitive listening and questioning skills.

• Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using the Citizens Advice website, scripts and any other diagnostic tools, as necessary)

• Identify and summarise the essence of the problem.

• Establish what the client wants.

• 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 the bureau\'s resources.

• Refer or signpost clients appropriately to suit clients\' needs following agreed protocols, informing clients of what to expect.

• Provide clients with discrete advice appropriate to their individual needs following agreed protocols

• Finding, interpreting and communicating the relevant information and exploring options and implications in order that the client can come to a decision.

• Recognising the root causes of problems and participating in taking appropriate action.

• write a summary of the clients’ problems and what action you’ve taken


You don’t need specific qualifications or skills but you’ll need to:

• be friendly and approachable

• 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 good maths and IT skills

• be able to understand information and explain it to others

• be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection

• be willing to undertake training in your role


  • Diversity and equal opportunities policy
  • Accessibility
  • Age restrictions
  • Complaints Policy
  • Confidentially Policy
  • DBS check required
  • Ex Offenders
  • Expenses reimbursed
  • Health and Safety Policy
  • Ongoing support
  • Suitable for Duke of Edinburgh Award
  • Suitable for Supported Volunteering
  • Suitable for Under 16's
  • Suitable for Under 18's
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance
  • Vulnerable Adults Policy
  • Written role description

When can I volunteer?

Start Date: 05/05/2020

End Date: 01/12/2022

Mon Tue Wed Thu Fri Sat Sun
Morning Yes Yes Yes Yes Yes No No
Afternoon Yes Yes Yes Yes Yes No No
Evening No No No No No No No

Availability Details

Ideally we ask for 6 hours per week, which can be over one day or spread over two days, for at least 12 months. We can be flexible so come and talk to us.


Isle Help Advice Centre
High Street
Isle of Wight
PO30 1UD

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