Volunteer Adviser – Citizens Advice
Looking to make a real difference in your community while gaining valuable skills? Join Citizens Advice as a Volunteer Adviser and help people find a way forward.
What You’ll Do
Complete an introduction and training for your role
Talk to clients over the phone to understand the problems they need help with
Alternative options are available to give advice via email or webchat
Research information and help clients understand their options
Support clients to take action, such as:
Writing letters
Making phone calls
Referring them to other organisations
Record a summary of each client’s situation and the support provided
Identify common or unfair issues and raise them through reports or letters to elected officials (e.g. MPs or councillors)
Examples of Support You Could Provide
Helping someone understand what benefits they are entitled to and complete applications
Supporting a client with housing issues to understand their rights
What You’ll Get
The chance to make a real difference to people’s lives
Experience working on issues such as benefits, debt, employment, and housing
Development of key skills including communication, listening, and problem solving
Opportunities to work independently and as part of a team
A positive impact in your community
Travel expenses covered
For those training to become a solicitor:
If you started before 1 September 2021, you may be eligible for up to six months reduction in your training contract
If you started after 1 September 2021, volunteering may count towards Qualifying Work Experience (see the Solicitors Regulation Authority for details)
No prior experience is required — full training is provided.
What We’re Looking For
You don’t need formal qualifications, but you should be:
Friendly and approachable
Non‑judgmental and respectful of different backgrounds and experiences
A good listener
Confident in verbal and written communication
Comfortable with basic maths and IT
Able to understand information and explain it clearly
Willing to learn and follow Citizens Advice policies, including confidentiality and data protection
Willing to complete training
Time Commitment
Minimum of 3 hours per week for at least 12 months
Many volunteers give one full day or two half days per week
Valuing Inclusion
We welcome volunteers from all backgrounds and particularly encourage applications from:
Racially minoritised people / people of colour
Disabled people
People with physical or mental health conditions
LGBTQ+ and non‑binary people
Support and flexibility around location, time, and tasks are available.
Location
Volunteer at any of our North Staffordshire offices:
Hanley
Newcastle‑under‑Lyme
Biddulph
Leek
Training includes e‑learning (at home or in office) plus two in‑person training days in Hanley.
If you want to build skills, support others, and be part of a team making a genuine impact, we’d love to hear from you.