Multi Channel Generalist Adviser

Spennymoor, Seaham, Stanley, Durham City

Be a part of our amazing volunteer team that help clients find their way forward with various different issues including benefits, housing, employment and many more. Support us either on the phone, in person at one of our sites or through web chat and email. Cost of Living has affected us all and we need to build our team to support the most vulnerable in our communities. Your involvement will be invaluable!


• complete an introduction to Citizens Advice and training for your role
• talk to clients over the phone, face to face, or online to explore what problems they’ve come for help with
• find information about the clients’ problems and help them to understand their options
• support clients to take action to resolve their problems. This might include drafting or writing letters, making phonecalls, or referring the client to another organisation
• write a summary of the clients’ problems and what action you’ve taken
• look out for problems’ that are common, or are unfair, and write a short report about the problem or a letter to an elected official like an MP, AM or local councillor

Some examples of what you could do:
• explore what benefits a client is entitled to and help them to complete a benefit application form.
• help a client who has problems with their landlord to understand their housing rights.

Skills & Qualities

You don't need specific qualifications or experience to be a volunteer, however you need to -

• be confident and familiar with computer skills, including searching the internet
• a good understanding of the English language including written and verbal communication skills
• have good listening skills
• be able to show empathy
• be able to remain calm and impartial
• have a positive manner
• be open minded and non-judgemental
• enjoy helping people

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

Training and support

• 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

• 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, listening and problem solving, and increase your employability
• work with a range of different people, independently and in a team.
• have a positive impact in your community.

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: Minimum 8-10 hours per week Type: Advice & Guidance, Administration/Office, Poverty, Homeless/Housing, Foodbanks/Hunger
Recognition of Quality Volunteer Experience

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