Generalist Adviser



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

Our volunteer  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


What will you do? 

  • complete an introduction to Citizens Advice and training for your role 
  • talk to clients over the phone, face to face, or online to explore what problems they’ve come for help with 
  • find information about the clients’ problems and help them to understand their options 
  • support clients to take action to resolve their problems. This might include drafting or writing letters, making phonecalls, or referring the client to another organisation 
  • write a summary of the clients’ problems and what action you’ve taken 
  • 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 

Some examples of what you could do:  

  • help client with debts work out a reasonable amount to pay back, and make a phonecall to an organisation they owe money to. 
  • explore what benefits a client is entitled to and help them to complete a benefit application form. 
  • help a client who has problems with their landlord to understand their housing rights.  


What’s in it for you? 

  • make a real difference to people’s lives  
  • learn about a range of issues such as benefits, debt, employment and housing. 
  • build on valuable skills such as communication, listening and problem solving, and increase your employability 
  • work with a range of different people, independently and in a team. 
  • have a positive impact in your community. 


And we’ll reimburse expenses too. 


No prior experience is necessary in these areas as you’ll receive full training. 

For individuals who are doing advice giving roles, and who are also training to be a solicitor, if you started training to be a solicitor before 1st September 2021, you may be able to get up to six months reduction in your training contract.  



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 6 - 8 hours per week, which can be over one day or spread over two days, for at least 12 months.  

We can be flexible so come and talk to us. 


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 an adviser 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.  

➔ Complete a short application form: Volunteering with Citizens Advice - Citizens Advice

  Join one of our taster days with no obligation to join as a volunteer  

➔ Once your application is received, we’ll invite you to join one of our online taster days, this will allow you to learn more about the different roles and what is right for you.  

➔ 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 trainer 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