Telephone Gateway Assessors

This is a varied, challenging and highly rewarding role for which full training will be given. Our volunteers make a real difference to the lives of people in our local community.

As a Telephone Gateway Assessor you would: 

• be the first point of access for people when they ring us  
• deal with a wide range of problems and issues 
• support members of the public of all ages and backgrounds 
• give information from the Citizens Advice website and other sources
• give information on appropriate signposts to other organisations
• arrange for specialist advice/ further appointments where appropriate 
• send emails to clients summarising the information
• keep well written records of all clients cases on the database 
• help prevent future problems by identifying issues that affect a lot of people. 

Specific qualifications or experience are not required to train for the role. You need to: 

• be able to assess the situation relatively quickly 
• have a good telephone manner, including good listening skills
• have basic computing skills 
• be open minded and non-judgmental 
• enjoy helping people
• be able to research answers online and communicate information clearly.

Volunteers work as part of a friendly team, fully supported at all times by a supervisor. Our telephone Adviceline is open Mon - Fri, 9.30am - 3.30pm. Our volunteers normally arrive at 9.15am and finish around 4pm.

Reasonable travel expenses will be reimbursed.

Please note that, due to the amount of training required for the role, we do ask that volunteers are able to commit to a minimum of 12 months with us.

If you reply to us via this website, we will email you our full application form for completion.