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


Telephone Assessor


Home based





Telephone Customer Service Volunteer

What will you do?

  • complete an introduction to Citizens Advice and training for your role
  • answer Citizens Advice Adviceline telephone service to Island residents
  • explain to the client that you will pass their details to an Adviser who will call them about their issue
  • take details from the client and input to a database, gaining consent from the client to record their details in line with GDPR protocols
  • add client to a queue for a call from an Adviser


What’s in it for you?

  • gain and build on valuable skills and experience such as communication, IT skills and working in a team
  • increase your employability
  • contribute to the smooth running of the advice service which makes a real difference to peoples’ lives
  • work with a range of different people, independently and in a team
  • opportunity to train for Adviser roles for face to face or Adviceline customer services

 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 IT skills
  • be confident on the telephone
  • be calm under pressure
  • 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?

We can be flexible about the time spent and how often you volunteer 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.


This role could be undertaken by a remote worker, as long as you have access to a telephone line and a personal laptop.


If you are interested in becoming a telephone customer service and would like to discuss flexibility around location, time, ‘what you will do’ and how we can support you please contact us on 01983 823898 ext 2828 or email [email protected] or you could fill in our Volunteering Form!