Role Purpose:
The Trainee Adviceline Assessor will support Citizens Advice Haringey’s telephone based advice service, helping clients with a wide range of issues, including housing, benefits, debt, and employment. This role offers comprehensive training and practical experience for volunteers who wish to develop their skills in information gathering, triage, and client support.
Key Responsibilities:
- Conduct initial client assessments over the phone, gathering accurate information about their situation.
- Record and manage client data in line with Citizens Advice quality standards.
- Signpost clients to appropriate services, including specialist advice, within Citizens Advice and the wider community.
- Work under supervision to develop confidence and knowledge in handling a variety of advice issues.
- Participate in training sessions, team meetings, and reflective learning opportunities.
- Maintain confidentiality and adhere to organisational policies and procedures at all times.
Person Specification:
- Strong communication skills, both verbal and written.
- Able to understand complex information and explain it to others.
- Empathy, patience, and a non-judgmental approach.
- Willingness to learn and take feedback constructively.
- Basic IT literacy (using online databases, email, and video conferencing tools).
- Ability to commit to a regular schedule of volunteer shifts.
Training & Support:
- Full induction covering Citizens Advice values, policies, and procedures.
- Ongoing training in telephone assessment, advice techniques, and case recording.
- Regular supervision and mentoring by experienced Adviceline Assessors and Managers.
- Opportunities for progression into full Advisor roles or other volunteering pathways.
Benefits of Volunteering:
- Gain valuable experience in advice provision and client service.
- Develop transferable skills in communication, assessment, and problem-solving.
- Contribute to positive outcomes for local people in need.
- Be part of a supportive, professional, and friendly volunteer team.
- Participate in Citizens Advice’s bespoke training programme.
- Assist the Front of House Service to develop client facing soft skills whilst getting hands-on experience of advice processes and systems.
- Train to a standard where you can deliver advice via our telephone advice service – Adviceline, as well as email and chat advice.
Continue your training and development to the point you become a qualified adviser, where you can give full advice to clients and perform appointments and casework.
- Contribute to making a real difference to people’s lives, by helping clients gain knowledge and confidence.
- Learn about a range of issues such as benefits, debt, employment and housing
- Opportunity to develop your skills and increase your employability
- Be part of a diverse and vibrant team
- Build on valuable skills such as communication, listening, using your initiative and problem solving
- Reimbursement of out of pocket travel expenses.
Essential Skills:
- Be friendly and approachable, non-judgmental and respect views, values and cultures that are different to your own
- Have excellent verbal and written communication skills
- Ability to assess client’s problems using sensitive listening and questioning
- A good level of IT literacy
- Able to understand complex 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
- A commitment to the training programme and continuous professional development (CPD)
Desirable Skills:
- Ability to touch type at 30-40 words per minute
- Speak a community language
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