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Do you have what it takes to volunteer with Citizens Advice?





Advice Centre, County Hall, High Street, Newport, Isle Of Wight, PO30 1UD





Role Description

Our Receptionists are the public face of every local Citizens Advice, managing 'front-of-house' based on the information given by the advice session supervisor. Depending on the size and resources of the local Citizens Advice, the receptionist role may be carried out by more than one person. Our receptionists carry out the following duties:

- Operate the reception and provide information.
- Welcome clients coming into the bureau contact area.
- Explain waiting times and procedures to clients.
- Provide information about the CAB and other advice services to clients from a diverse range of backgrounds and cultures.
- Work collaboratively with other colleagues involved in the advice work process.
- Provide a service that is based on sensitivity and respect for clients.
- Acknowledge children and / or any special needs and take appropriate action.
- Maintain confidentiality about clients and their contact with the bureau.
- Consult the gateway / advice session supervisor appropriately.
- Work within agreed bureau systems and procedures.
- Answer the telephone and refer calls or take messages.
- Process client information collected at the reception helpdesk.
- Provide client with information where appropriate, including details of other agencies, and point out leaflets/fact sheets from the Citizens Advice website.
- Create, maintain and archive paper and electronic filing systems in accordance with the bureau's systems and procedures.
- Liaise with advice staff regarding support for individual clients.
- Maintain stocks of stationery, leaflets and posters, and order from suppliers.
- Maintain online and other electronic appointment diaries.
- Update public information materials and information.
- Maintain statistics and collate and produce reports to a prescribed format.
- Use IT for record keeping.
- Research and campaigns
- Assist with research and campaigns work by providing Information about clients' circumstances through the appropriate channel.

Required Skills

You don't need specific qualifications and experience but you'd need to:

- Friendliness and approachability.
- Commitment to the Aims and Principles of the CAB service including the service's equality and diversity policies.
- An understanding of discrimination or the willingness to learn about it.
- Excellent verbal communication skills including telephone skills.
- Good numeracy and literacy skills.
- Ability to access relevant signposting information including electronic and written materials.
- Ability to implement administrative policies and procedures in a busy work environment.
- Good IT skills, including Word, email and internet.
- Flexibility and willingness to work as part of a team.
- Awareness of the potential needs of, and demands placed on, vulnerable