Customer Service Volunteer

Spennymoor, Seaham, Stanley, Durham City

Our customer service volunteers are the first person a client sees when they come into the local Citizens Advice in person.

Customer service volunteers greet clients and explain to them how long they might be waiting, what will happen and give out a form for clients to fill in


• complete an introduction to Citizens Advice and training for your role
• welcome all clients and other visitors to the local Citizens Advice
• explain to the client how long they might be waiting and what will happen and give out a form for clients to fill in
• input information from the client form onto a database
• help with the day to day running of the Citizens Advice service
• type up letters and read through documents checking for mistakes
• print and scan documents using a printer
• update spreadsheets and databases

Skills & Qualities

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 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

When & Where?

In one of our sites across the County:
• Durham
• Seaham
• Spennymoor
• Stanley

Ideally we ask for 1 full day 9am - 5pm or 2 x 5 hours days, for at least 18 months following the completion of initial training.
We can be flexible so come and talk to us.

Training and Support Offered/Expenses

• A comprehensive training programme will be provided - initial training could take up to 16 weeks (depending on time commitment)
• Ongoing training, support and guidance will be provided by a training and supervision team

• Mileage expenses will be paid at the rate of 45p per mile (car) / 20p per mile (bicycle)
• The cost of using public transport will be reimbursed on the production of valid receipt/ticket

Volunteer Benefits

• 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.

Other Information

We are committed to having a team that is representative of the community it serves at all levels of the organisation. We therefore welcome applications from all backgrounds and all sections of the community.

As a volunteer, you can be assured that we will take positive steps to ensure:
Role descriptions and associated conditions relate to the particular role, define the qualifications, experience and other skills required in the post, and only include those factors which are necessary and justifiable on objective criteria for the satisfactory performance of the role.

All volunteers are treated equally and fairly throughout their time with Citizens Advice County Durham

All decisions are made in line with the organisation’s equal opportunities policy

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Citizens Advice County Durham More information
Hours: 8-10 Hours Type: Advice & Guidance, Administration/Office, IT, Reception/Customer Services
Recognition of Quality Volunteer Experience

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