Volunteer Adviser

Purpose of Role:

• Be the first point of contact for Citizens Advice clients (via telephone, face to face, web-chat or email).
• Help with a wide range of issues our clients face.
• Support the general public across all ages and backgrounds.

Main Duties and Responsibilities include:

• Identify and summarise the essence of the problem, using listening and questioning skills sensitively and quickly to identify and assess each client’s situation.
• 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 resources.
• Give information from our online Citizens Advice database and other sources to our clients.
• Identify and assess 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) and more.

Benefits

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.
• Support a range of different people, independently and in a team.
• Have a positive impact in your community.
• Expenses reimbursed.

Practical Considerations

• Our offices are accessible and in a central Hove location on bus routes. 
• We are operating with a mix of remote and in-office volunteering and training. Volunteer Advisers can either offer their time in the office or remotely. Volunteer Advisers typically volunteer around one day a week or two half days a week. Initially, we will ask if you are able to come into the office for at least one session a week, and training will be office based. We are always open to discussing individual circumstances and needs.

Please be aware:

• Application deadline is Monday 6th July 2026, 9am
• Interviews will be late August. 
• Training begins 16th September 2026, in the afternoon, 1.30-4.30pm. Wednesday afternoon training continues for the following 9 weeks with one other weekly session for observing an experienced Volunteer Adviser, and also some home study/reading. Training is based at our offices in Hove.

Support Disabled

Our volunteers come from a range of backgrounds and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities. We provide daily support in this role.

Skills

•  To be able to use listening and questioning skills sensitively and quickly to identify and assess each client’s situation.
•  To be able to quickly sift through information and extract what is relevant.
•  To be confident in the use of computers, the internet and software.
•  To be able to input data accurately.
•  To have a good level of literacy and numeracy.
•  To be open minded, enjoy helping people and show respect for views, values and cultures that are different to our own.
•  To have an understanding of why confidentiality is important.
•  To demonstrate a positive attitude to self development and assessment.
•  To be able to work as part of a team and be flexible and adaptable.
•  To be able to recognise their own limits and boundaries in the role.
•  To support the principles and values of Citizens Advice.
•  To be able to communicate clearly both orally and in writing.
•  Willingness to attend training and other meetings.

When do I need to be available?

	Morning	Afternoon	Evening
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday

Where does this role take place?

Register your Interest