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Role Details

Title

Initial Adviser - telephone advice

Organisation

Citizens Advice Staffordshire North and Stoke on Trent

Distance from the search postcode

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Website

http://www.snscab.org.uk This link will open a new window.

What you will be doing

As an Initial Adviser you will likely be the first person a client speaks to when they call the Citizens Advice helpline or use the Citizens Advice Email or Web Chat service.
Most of our Initial Advisers are volunteers and we could not run the service without them.
We’ll provide full training.
Most of the training is online but you will need to attend the Hanley office for a couple of days of in-person training. After that you can volunteer at your chosen location.
There will always be a duty supervisor to consult with and to give you support.
We are looking for phone advisers specifically but if you are unable to hear or speak over the phone we can train you to give advice by email or webchat.
Once you have some experience as an initial adviser, there are opportunities to train to be a form filling adviser or full adviser. These roles may include some face to face volunteering. We also occasionally have opportunities for experienced volunteer in our specialist teams.

Activities

Advice, Information & Support,Legal

Skills & Attributes

Basic IT skills - internet & email, Reading & Writing, Research

Skills Description

You’ll need to be able to commit 1/2 a day a week, ideally for at least 12 months. In addition you will: Be committed to the aims and principles of the Citizens Advice service. Be good at listening. Be IT literate (able to use the internet and email. Training will be given on the Citizens Advice Client Management System and MS365 systems). Have good written and verbal communication skills. Be non-judgemental, open to new ideas, and committed to working hard for equality. Be able to accept feedback on your performance.

What is in it for you

As a volunteer at CASNS you’ll receive free accredited training and ongoing support and supervision. We pay travel expenses. Gain practical work experience. Develop life skills. Increase your confidence. Use your existing skills and experience in a worthwhile cause. Make a difference to your community. Do something useful with your time. Our volunteers agree that volunteering with us gives them a uniquely rewarding experience.

Time Commitment

One day per week (6 hours) or two half days per week (2 times 3 hours), ideally for 12 months. In addition to our mainstream volunteers we take some students on official placements through their college. Ask your college if your course is included. Placements are approx. 12 weeks. We also take T-level students on 12 month placements. Students on placements must be aged 16+.

Driving Licence & Vehicle Required

Travel Expenses

Available in multiple locations

Further location details may be provided below.

Contact Person

Carmen Dobre

Role Address

Biddulph Office: 10 Tunstall Road, Biddulph Stoke on Trent, ST8 6HH Hanley Office: Advice House 13-15 Cheapside, Hanley Stoke on Trent, ST1 1HL Leek Town Hall 15 Stockwell St Leek, ST13 6HQ Newcastle Office: 25—27 Well Street Newcastle, ST5 1BP

Postcode (See Google maps below)

Directions

Training and induction take place at our Hanley office. From Hanley bus station, walk to the old Town Hall building. With the Town Hall at your back, Cheapside is directly ahead of you.

Number of volunteers required

100

How to find out more

http://www.snscab.org.uk/how-you-can-help-us/volunteer-with-us/

Application Process

Application Form

ID Check

Disclosure Barring Service (DBS)

References

Informal Discussion (may include an interview)

Support you will receive

Wheelchair Access

Disability and Access Support

Our offices are wheelchair accessible. Online training is compatible with screen reader technology. We are committed to being a disability friendly employer. Please contact us to discuss any extra support needs you may have. You can train as an email or webchat Initial Adviser if you can’t use a telephone.