Volunteer Digital Contact (Email and E-Forms) Adviser  



What will you do? 


Digital Contact Advisers are a key resource for the delivery of advice and information to the general public, as more people use the internet to communicate with organisations. The role will be to provide advice and information to members of the public from all over the UK who contact Citizens Advice through the national website. You will also reply to Island residents who contact us through the Isle Help contact form on our local website. The role is interesting and varied as each day is different. You will be advising on a range of issues, from what benefits someone could get, to identifying how to resolve a problem with a second hand car. 



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, digital skills and explaining complex information  
  • increase your employability 
  • work with a range of different people, independently and in a team. 
  • have a positive impact in your community 
  • comprehensive training programme 


And we’ll reimburse expenses too. 


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 and good spelling or willingness to use spell checker 
  • 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 
  • You will need access to a personal laptop and internet connection if working remotely 


How much time do you need to give? 


Ideally we ask for a minimum of 6 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. 


We also ask that you commit to attending at least one of the two bi-annual Development Days, and 3 out of 6 of the General Advise Training Days, which are help monthly. 



We provide a comprehensive training programme which includes online modules that can be completed remotely and an online interview skills course.  


Many of the modules you will complete are either professionally recognised, or are the foundation to professional qualifications.  


Once basic General Advice training is completed there is the opportunity to undertake further training which may lead to a professional qualification. 


General Advice training can take, on average, 4 – 6 months to complete, depending on your previous experience and qualifications and the successful completion of the modules. Once training is complete there is a monitoring period to ensure that the quality of advice being given meets with QAA criteria. 


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. 


This role can be undertaken either in the office or remotely, after you have completed the General Adviser training. 


If you are interested in becoming a Volunteer Digital Contact Adviser and would like to discuss flexibility around location, time, ‘what you will do’ and how we can support you please contact us.