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.


  • DBS check required
  • Training provided
  • Volunteer Policy
  • Volunteers 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 can I volunteer?

Start Date: 01/09/2017

End Date: 30/09/2018

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

10 hours a week


Ark Royal House
Winston Churchill Avenue

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