Volunteer Receptionist and Information Assistant

Purpose of Role:

• Provide a high-quality reception service to Citizens Advice Brighton and Hove clients who visit our office at Hove Town Hall on Tisbury Road.
• Assist visitors to Money Advice Plus and Wave Community Bank.
• In time, progress to the Information Assistant role and provide information to the general public. 

Main Duties and Responsibilities include:

• Welcome clients to Citizens Advice Brighton and Hove and find out the purpose of their visit.
• Help direct clients with a pre-booked appointment.
• Provide basic administrative support to Volunteer Advisers.
• Use IT systems and online resources to accurately record client information during client contact.
• Use listening and questioning skills in order to help clients.

Following training as an Information Assistant:

• Use the Citizens Advice database to search for information.
• Communicate information to clients verbally, via email or print.
• Support clients by showing them how and where to search for information.

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.
• 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.
• The chance to build skills and experience in a customer service environment in support of a charity.
• Training and shadowing opportunities

Practical Considerations

• Our offices are accessible and in a central Hove location on bus routes.
• Volunteer Receptionist and Information Assistants will be based at our office in Hove. Training will be a mixture of in-office and remote delivery.
• Training will consist of three half-day sessions focused on reception duties. After two or so months in the role, training will begin for the Information Assistant pathway.
• We would ideally like Volunteer Receptionist and Information Assistants to volunteer for two sessions a week (each lasting approximately 4 hours).
• However, we are always open to discussing individual circumstances and needs. 

Practical Considerations

Hove Town Hall is well served by multiple bus routes. There is no on site parking but there is a public car park on Norton Road, which is a 5 minute walk from the office.

Skills

• The ability to use listening and questioning skills in a sensitive manner in order to help clients.
• Open mindedness and an ability to show respect for views, values and cultures that are different to our own.
• Enthusiasm about helping people.
• An understanding of why confidentiality is important.
• The ability to recognise and maintain appropriate boundaries when helping clients.
• A clear communicator both in speaking and in writing.
• Good levels of literacy and numeracy.
• Confidence in the use of computers, the internet and software, including databases.
• The ability to input data accurately. 
• A well-organised and systematic approach to work.
• A positive attitude to self-development and assessment.
• The ability to work as part of a team and be flexible and adaptable.
• Supportive of the principles and values of Citizens Advice.
• Willingness to attend training and other meetings.

When do I need to be available?

Details	We would ideally like Volunteer Receptionist and Information Assistants to volunteer for two sessions a week (each lasting approximately 4 hours). However, we are always open to discussing individual circumstances and needs.

	Morning	Afternoon	Evening
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday

Where does this role take place?

Register your Interest