To help ensure the smooth running and organisation of the Citizens Advice Portsmouth.

  • Operate the reception and provide information.
  • Welcome clients coming into the reception area.
  • 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.
  • Work collaboratively with other colleagues involved in the advice work process.
  • Provide a service that is based on sensitivity and respect for clients.
  • Acknowledge children and / or any special needs and take appropriate action.
  • Maintain confidentiality about clients and their contact with the organisation.
  • Consult the gateway / advice session supervisor appropriately.
  • Work within agreed organisational systems and procedures.
  • Answer the telephone and refer calls or take messages.
  • Process client information collected at the reception helpdesk.
  • Provide client with information where appropriate, including details of other agencies, and point out leaflets / fact sheets from the Citizens Advice website.
  • Create, maintain and archive paper and electronic filing systems in accordance with the organisation’s systems and procedures.
  • Liaise with advice staff regarding support for individual clients.
  • Maintain stocks of stationery, leaflets and posters in the reception area.
  • Maintain online and other electronic appointment diaries.
  • Update public information materials and information.
  • Use IT for creating / updating records.

  • Assist with research and campaigns work by providing information about clients' circumstances through the appropriate channel.




  • Friendliness and approachability.
  • Commitment to the Aims and Principles of the Citizens Advice service including the service's equality and diversity policies.
  • An understanding of discrimination or the willingness to learn about it.
  • Excellent verbal communication skills including telephone skills.
  • Good numeracy and literacy skills.
  • Ability to access relevant signposting information including electronic and written materials.
  • Ability to implement administrative policies and procedures in a busy work environment.
  • Good IT skills, including Word, email and internet.
  • Flexibility and willingness to work as part of a team.
  • Awareness of the potential needs of, and demands placed on, vulnerable clients.


  • Suitable for under 18s
    Over 18
  • Volunteer policy
  • Covered by insurance
  • Expenses reimbursed
    subject to receipts being supplied
  • Equal opportunities policy
  • Written role description
  • Accessibility
  • Volunteer induction
  • Ongoing support
  • Health and safety policy


When: 01/09/2017 - 30/09/2018

Mon Tue Wed Thu Fri Sat Sun

10 hours a week


Citizens Advice Portsmouth

Ark Royal House
Winston Churchill Avenue

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