A generalist adviser sees clients who have been assessed as needing further help to explore and resolve their problems.

What You'll Do: 

Being an adviser is a very varied role.  As an adviser you will:

  • Interview clients via email, over the phone or in person
  • Give information from the Citizens Advice information system and other sources
  • Give advice in explaining the choices and consequences the client faces
  • Give practical help by writing letters, making phone calls, completing forms, doing calculations, and even representing clients at tribunals
  • Refer clients to other agencies if they are better placed to help
  • Keep records of all clients’ cases
  • Prevent future problems by identifying issues that affect a lot of clients


Support every step of the way

Advisers don’t need to know it all!  We provide all trainee advisers with a comprehensive accredited training programme that will give you the skills you need to deliver a high-quality service to clients. Your training will include online learning, class-based courses via video conferencing and the option to “observe” by listening in to phone calls as well as in person.

Our up-to-the minute electronic information system contains most of the information you will need when advising clients.


Once you have qualified as an Adviser, you will have the opportunity to develop further skills and increase the depth and breadth of your knowledge.


We expect our Advisers to commit to a minimum of 8 hours per week whilst training and 1-2 days per week when advising (times to be mutually agreed). During the initial training period you will observe client work as well as using self-study packs to increase your understanding of the role.

Why You'll Love It: 
Why not hear directly from one of our volunteers? "I decided to volunteer with Citizens Advice because it allows me to give something back to my local community by enabling me to have a positive impact on people’s lives. In addition, whilst volunteering the role I have taken on has provided me with a wide range of transferable skills that will be invaluable in any future roles."
What You'll Learn: 
Everyone Lots of transferable skills which will prove valuable for any path you chose to take in later life: digital skills. communication skills. patience. dealing with individuals in emotional situations.   Law students If you do the SQE, it counts as a recognised period of training. Transferable skills for a training contract. Adviser role gives you the experience and practice of interviewing clients and managing your own caseload. Learn lessons about leadership. Will prepare you for pro-bono work which you may undertake as a solicitor. Develop your research skills. Develop interpersonal skills Develop levels of professionalism. Learn to be patient. Seeing law in action (e.g., family, employment).
What We're Looking For: 
You don’t need any particular qualifications or experience to train as an adviser.  You need to: Be good at listening Be able to work in a team Be able to read and write English, and do basic maths Be open-minded and non-judgemental Enjoy helping people
Crisis Support
52 Weeks Minimum
8 Hours / Week
Skills you will develop: 
Active listening
Problem Solving
Skills you should possess: 
In-Person Interview
Phone Interview

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