Focused Advisers


Can volunteer remotely from your home, in a centre or in an outreach 

Our volunteer focused advisers talk to clients over the phone, on video calls, face to face and online to explore what problems they’ve come for help with and find information about possible options. A focused adviser trains in one or two areas of advice only, for example debt and benefits or Housing alone, allowing them to build a more focused knowledge base. They will also complete some casework on the clients behalf and build up their own case load.         

What will you do? 

  • complete an introduction to Citizens Advice and training for your role 
  • train in the most appropriate channels 
  • find information about the clients’ problems and help them to understand their options 
  • Work with clients to understand how they can be progressed; this may involve taking on the responsibility of acting on the client behalf 
  • write a summary of the clients’ problems and what action you’ve taken 
  • Manage a caseload in the area of advice you have chosen or already have experience in 
  • look out for problems’ that are common, or are unfair, and write a short report about the problem or a letter to an elected official like an MP, AM or local councillor 
  • Deal with more complex issues, that may require additional research or seeking support from our expert advice team  


Some examples of what you could do:  

  • help client with debts find a solution and support them to achieve their goal, you will, support them to contact creditors.  
  • Support a client to challenge a benefits overpayment using caselaw or guidance 
  • Work as part of a debt or benefits team, to share changes in case law or guidance 
  • Mentor new advisers in particular areas 


What’s in it for you? 

  • make a real difference to people’s lives  
  • focus on one area of advice building knowledge to a specialist level 
  • build on valuable skills such as communication, listening and problem solving, and increase your employability or use skills you have gained in your personal life 
  • work with a range of different people, independently. 
  • have a positive impact in your community. 

And we’ll reimburse expenses too. 

 No prior experience is necessary in these areas, although previous knowledge or experience can be beneficial, but you will receive full training. 

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 
  • have good listening skills 
  • have excellent verbal and written communication skills 
  • 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? 

Ideally, we ask for 8 - 12 hours per week, which can be spread over the weekdays. As the role requires a level of case management, we can be flexible so come and talk to us. This role is a longer-term role as you will build your knowledge in a particular area and take on a case load that will need managing from beginning to end.  

This role can also be useful for students who want to get up and running quickly and evidence they can manage a caseload, we ask that students are able to volunteer for at least one year and are committed to get the training done in less time that than other volunteers.  


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. 

If you are interested in becoming a customer service volunteer / reception volunteer and would like to discuss flexibility around location, time, ‘what you will do’ and how we can support you please contact us. 


Contact us 

How to get involved:  

➔ Read through our volunteer roles and decide which one(s) you’re interested in.  

➔ Register your interest in volunteering Volunteering with Citizens Advice - Citizens Advice 

Once we received your registration, we will invite you to Join one of our taster days with no obligation to join as a volunteer 

➔ It will allow you to understand more about the aims and principles of Citizens Advice, the work we do and how we can support our local community  

➔ It will allow you to understand the expectations of volunteering, what the commitment looks likes and whether this is right for you.  

➔ You will have the opportunity to ask questions and meet others that are considering volunteering  

➔ Meet our trainers at the taster day and see what type of training is on offer for the roles you are considering. It’s also a chance for us to find out more about you and to see if the role you’re interested in is a good fit for you