Telephone Adviser

We are currently recruiting volunteers for our Telephone Adviceline, to be based in our North Shields office. Tasks include:

  • Interviewing – Advisers will conduct an interview over the telephone with a client. Our clients contact us with a wide range of issues, so the adviser will help the client to explain their problem and ask questions to clarify the issue
  • Researching Information – Advisers have access to a comprehensive information system to help clients. A supervisor is always on hand to guide volunteers through this information
  • Giving Information – Advisers will provide information to a client on their problems. They will explain the options that a client has, so that they can make an informed decision on their next steps
  • Case Recording – It is very important that all client’s cases are recorded so that we can offer an efficient service if the client comes back to us. These cases are recorded electronically and entered onto our Casebook case management system
  • Preventing Problems – Citizens Advice collect a lot of information on the different problems that clients have. This information is used to influence policies and practices


You don’t need any particular qualifications or experience to train as an Adviser. All sorts of people become advisers, but you will need to:

  • Be good at listening and being patient
  • 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
  • Be supportive to clients and colleagues
  • Be confident using Information Technology

You don’t need any previous experience. A willingness to learn and develop is central to being an effective adviser.


  • Accessibility
  • Age restrictions
    over 18's
  • DBS check required
  • Equal Opportunities Policy
  • Expenses reimbursed
  • Health and Safety Policy
  • Ongoing support
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance
  • Written role description

When can I volunteer?

Start Date: 13/03/2023

End Date: 01/03/2025

Mon Tue Wed Thu Fri Sat Sun
Morning Yes Yes Yes Yes Yes No No
Afternoon Yes Yes Yes Yes Yes No No
Evening No No No No No No No

Availability Details

We ask that you can commit to a minimum of 2 sessions per week. This will be a minimum weekly commitment of at least 6-8 hours. Our sessions are Monday – Friday, 9.30am – 12.45pm and 1.15pm – 4.30pm


Camden House,
Camden St.
North Shields
Tyne and Wear
NE30 1ND

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