Client Services Volunteer

Make a Difference in Your Community

As a Customer Service Volunteer with Citizens Advice Telford & Wrekin, you will play a vital role in helping people access the support they need. Often, you will be the first point of contact for clients seeking advice during challenging times. Working alongside our friendly team, you will help create a positive, welcoming and supportive experience for everyone who contacts us.

About the Role

You will support reception, telephone enquiries, appointment administration and website enquiries. Full training and ongoing support will be provided.

Who We Are Looking For

We welcome applications from people of all backgrounds and experiences. No previous experience is required.

Friendly and approachable
A good listener
Organised and reliable
Comfortable working with a wide range of people
Willing to learn and work as part of a team

What Will You Gain?

Make a real difference to people’s lives
Develop customer service and communication skills
Receive ongoing training and development
Strengthen your CV and employability
Meet new people and support your community

Training and Support

Comprehensive induction to Citizens Advice
Training on systems and processes
Confidentiality, safeguarding and data protection training
Customer service and communication skills development
Ongoing learning opportunities
Regular support and supervision from experienced staff and volunteers
A friendly and supportive team available to help whenever needed

Key Responsibilities

Connect - Enquiry Line

- Answer calls and book appointments or provide information and signposting.

- Register clients onto Casebook (CRM) and create an admin note with appointment details.

- Liaise with the team to ensure that clients are aware of waiting times.

Reception

- Welcome clients into the reception room and ensure confidentiality is always upheld.

- Manage waiting area and reception to ensure clients are aware of the process.

- Only one client at a time to always be in reception room with the door closed for client’s privacy.

- Explore client's enquiry to ascertain the level of support required and book appointments/provide information or signposting where necessary.

Appointment diary

- Ensure all data for appointments are inputted onto appointment spreadsheet

- When clients in reception prefer an appointment, offer client an appointment depending on location and nature of enquiry.

Contact us forms

- Support our front of house team with all incoming enquiries via our website including self-referrals and professional referrals.

Appointment reminders

- Be able to review all future appointments and ensure all appointments have been recorded and inputted correctly.

- When phones are quiet, attempt to contact appointments 2 days prior to their appointment to remind them/check if they’re still able to attend.

Time Commitment

We ask for a minimum of 8 hours per week, usually over one or two days. Flexible arrangements can be discussed.

Our Commitment to Inclusion

Our volunteers come from a wide range of backgrounds. Equity, Diversity and Inclusion (EDI) is integral to everything we do. We want to build a diverse and inclusive team where everyone feels welcome and belongs.

To reflect the communities we serve, we welcome applications from people we would like to see better represented in our volunteer team, including disabled people, people with physical or mental health conditions, people of colour, LGBTQ+ and non-binary people.

If you are interested in becoming a Client Services Volunteer and would like to discuss flexibility around location, time commitment, what the role involves, or any support or reasonable adjustments you may need, please get in touch.