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Adviser – Digital Channels

We can all face problems that seem complicated or intimidating and it can be difficult and stressful trying to work things out alone. Our highly trained volunteers help people find a way forward with the problems they face.

In 2017-18, Citizens Advice helped 2.6 million people face to face, over the phone, by email and web chat. We are finding that more and more people are turning to us for help through emails, phone lines and on the web.

For this reason, we are hoping to recruit a significant number of new volunteers who will receive full support and training to become an Adviser (Digital Channels). Once qualified our Advisers will focus solely on helping clients who contact us through these digital channels, to explore the issues they need help with and find information they need to solve their problems.

No prior experience is necessary in these areas, as you will receive full training.

 Purpose of role:

Acting as a first point of contact for clients who call our telephone Adviceline or contact us via email.

Making an initial assessment of the client’s needs in an interview and if/when the client needs further advice discussing the steps the client needs to take.

What will you do?

  • complete an introduction to Citizens Advice and training for your role
  • talk to clients using our telephone advice service and email to explore what problems they want help with
  • find information about the client’s problems and help them to understand their options
  • write a summary of the client’s problems and what action you’ve taken
  • be involved in our research and campaigns work tackling injustice at a local and national level.

What do you need to have?

You don’t need specific qualifications or skills but you’ll need to:

  • be friendly and approachable
  • be non-judgmental and respect views, values and cultures that are different to your own
  • be open to using computers on a regular basis
  • have good listening skills
  • have excellent verbal and written communication skills and good spelling or willingness to use spell checker
  • have good maths and IT skills
  • be able to understand information and explain it to others
  • be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
  • be willing to undertake training in your role

How much time do you need to give?

We can be flexible about the time spent and how often you volunteer, but we are looking for people who are available to volunteer on a Tuesday.

Valuing inclusion

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.

Find out more

If you are interested in becoming an Adviser (Digital Channels) and would like to chat about the role and how we can support you then please contact

We will invite you in for an informal visit before you make your mind up to progress your application.

Look forward to hearing from you!