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Enquiry Line Volunteer

Suitable for -

Opportunity Description

What will you do?

Answer calls and give appropriate information and signposting

Liaise with colleagues in the Hub and Session Supervisor to ensure that they know how busy the drop-in services are and can advise callers appropriately

Check voicemails and action messages

Record all enquiries on day sheet as Casebook simple query

Complete all related administration in a timely fashion

Do filing, sorting and other paperwork as required

Undertake administration for Food Bank enquiries/applications, prepare food parcels and complete administration; including seeing applicants face-to-face

Assist with organisation of resources for Food Bank storage area

Keep updated on customer service good practice and the procedure for managing informal and formal complaints

Responsible for noting complaints about service delivery in accordance with agreed policies

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.


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 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

Apply now
More Info

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 people with physical or mental health conditions, and people from Black Asian Minority Ethnic (BAME) communities.

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