Purpose of role:

To welcome clients, provide information and ensure they are dealt with according to our systems and procedures.

Salary:

N/A volunteer role

Main duties and responsibilities may include:

• Operate the reception and provide information.
• Welcome clients coming into the reception area.
• Explain waiting times and procedures to clients.
• Provide information about the Citizens Advice service 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 our service.
• Consult the gateway / advice session supervisor appropriately.
• Work within agreed service 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 our systems and procedures.
• Liaise with advice staff regarding support for individual clients.
• Maintain stocks of leaflets and posters.
• Maintain statistics and collate and produce reports to a prescribed format.
• Use IT for record keeping.

Research and Campaigns:

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

See our vacancies page for further details and how to apply.