Our Administrators are an essential part of our service, ensuring that all those contacting Citizens Advice Cornwall get a seamless experience when seeking advice and support. Those volunteering as an Administrator will undertake a vital role in providing the administrative support that ensures clients records are kept accurate and up-to-date, correspondence is sent out promptly and to a high standard, and a friendly and welcoming first point of contact is provided at every office.

The Administration volunteers provide crucial support for each of our offices and specialist teams. Working closely alongside advisors, supervisors and project managers to make sure people who need Citizens Advice receive the best possible experience and clients’ journeys through the service are smooth and effective.

Overview of the role: 

The Back Office Administrator plays a vital role in providing essential support to the offices and specialist teams at Citizens Advice Cornwall. This role primarily involves dealing with emails, actioning the case management systems task list, communicating with clients and third-party organisations via email or text, and handling administrative tasks related to office management. The Back Office Administrator will work closely with advisors, supervisors, and project managers to ensure smooth operations and support the client-facing staff. Key responsibilities include accurately handling emails, updating the online client system, managing the case management tasks, and supporting office management tasks such as fire safety, filing, and stationary. Confidentiality, safeguarding procedures, and adherence to external referral processes are essential aspects of this role.

What’s in it for you?  

This is a great opportunity for someone who would like to learn more about the service we offer, and who would like to be part of a team making a positive difference in the lives of people in Cornwall.  

As a Back Office Administrator, you can expect the following benefits:

• Gain valuable experience in office administration and case management systems.
• Develop strong organisational and communication skills.
• Contribute to the efficient functioning of Citizens Advice Cornwall by providing essential back-office support.
• Opportunity to work alongside back-office teams such as HR and IT, for individuals seeking specific administration experience in those areas.
• Work as part of an enthusiastic county-wide team, while also being given the freedom to work on your own initiative.  

What you need to have: 

To volunteer with us, no specific qualifications are required, we just ask that you have:

• Organisational skills, with keen attention to detail and strong communication abilities.
• Knowledge of confidentiality and health and safety in an office environment, or a willingness to undergo training in this area.
• Proficiency in using Microsoft Office Suite, including Excel, Word, Outlook, PowerPoint, and Teams, or a willingness to undergo training in this area.
• Willingness to collaborate as part of a team and independently, using your own initiative.
• Commitment to align with the aims, principles, and policies of the Citizens Advice service and the vision of Citizens Advice Cornwall.
• The ability to travel to one or more of the following offices:
  • Penzance
  • Camborne
  • Truro
  • Falmouth
  • Liskeard
  • Saltash

How much time do you need to give? 

We request a minimum commitment of one to two days per week (Monday to Friday) for this role. This commitment is particularly important during the first three months due to extensive training and learning requirements. The hours can be flexibly scheduled throughout the working week.

What does the training look like? 

On joining Citizens Advice Cornwall, you will receive a comprehensive induction and introduction to our service. Following this, you will undergo thorough training on the systems and processes required relevant to your role. Throughout your training and work with Citizens Advice Cornwall, you will receive continuous support and guidance from your Supervisor and the Training team. A specific ‘Back Office Administrator’ training plan will be put in place, tailored to your learning and development needs.

Overview of the role:

Client Accessibility Coordinators help to facilitate client activities that will keep them engaged with advice. This support is for vulnerable clients who are identified as having additional barriers which prevent them from engaging with advisers, advice work, and Citizens Advice Cornwall appointments. The Client Accessibility Coordinator will support clients to prepare for their appointments, support clients to identify required paperwork, support with making appointments with 3^rd parties, support clients to call 3^rd parties, complete non-technical applications, and overall help to keep clients engaged with advisers and advice work.

What’s in it for you? 

• Make a real difference to people’s lives
• Learn about a range of areas such as benefits, debt and housing, and how problems in these areas can affect clients
• Build on valuable skills such as communication, research, campaigns, how to engage with a range of audiences and working with clients
• Increase your employability
• Have a positive impact in your community and on broader society

What you need to have:

You don’t need specific qualifications or skills, but you’ll need to:

• be friendly and approachable
• be non-judgmental and respect views, values and cultures that are different to your own
• have excellent verbal and written communication skills
• be able to understand complex information and explain it (verbally and writing) so that others understand it
• have good IT skills
• be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
• be willing to undertake training in your role

You may also have:

• Experience with working with vulnerable people, including experience in safeguarding and working with people who experience poor mental health
• Experience working with a case management system
• Experience building rapport and supporting engagement of clients
• Experience in supporting others with their personal administration

How much time do you need to give?

We ask for a minimum of 6 hours per week (Monday – Friday) which can be flexibly undertaken throughout the week. These 6 hours per week must be undertaken from one of our offices at a time when a Supervisor is present to support with learning and development during the training period.

If there are any mitigating circumstances that mean this time commitment wouldn’t be suitable for you (such as caring responsibilities) then please reach out to discuss this with us.

What does the training look like?

On joining Citizens Advice Cornwall, you will receive a full induction and introduction into the service. On completion of this, you will receive comprehensive training on the systems and processes required within your role, and receive full support and guidance from your Supervisor and the Training team.

After your introduction and induction with CA Cornwall, you will begin the specific client accessibility coordinator training programme. This will include a blended learning approach of in-person sessions at one of our offices, online sessions over Microsoft Teams and e-learning modules. This training plan will allow you to gain all the learning and experience required to become a fully-trained member of our client accessibility coordinator team.

Our Administrators are an essential part of our service, ensuring that all those contacting Citizens Advice Cornwall get a seamless experience when seeking advice and support. Those volunteering as an Administrator will undertake a vital role in providing the administrative support that ensures clients records are kept accurate and up-to-date, correspondence is sent out promptly and to a high standard, and a friendly and welcoming first point of contact is provided at every office.

The Administration volunteers provide crucial support for each of our offices and specialist teams. Working closely alongside advisors, supervisors and project managers to make sure people who need Citizens Advice receive the best possible experience and clients’ journeys through the service are smooth and effective.

Overview of the role: 

The Client-Facing Administrator plays a crucial role in being the first point of contact for clients accessing the service at Citizens Advice Cornwall. This role involves supporting drop-in sessions, carrying out the initial call to clients following third-party referrals, using our case management system, and sorting incoming post. The Client-Facing Administrator will work closely with advisors, supervisors, and project leads to ensure a smooth and effective service for clients. This role requires excellent communication and interpersonal skills to engage with clients in a helpful and empathetic manner.

What’s in it for you?  

This is a great opportunity for someone who would like to learn more about the service we offer, and who would like to be part of a team making a positive difference in the lives of people in Cornwall.  

As a Client-Facing Support Administrator, you can expect the following benefits:

• Gain valuable experience in client-facing interactions and support services.
• Make a positive impact on the lives of people in Cornwall by providing direct assistance and guidance to those in need.
• Develop strong communication and interpersonal skills.
• Work as part of an enthusiastic county-wide team, while also being given the freedom to work on your own initiative.  

What you need to have: 

To volunteer with us, no specific qualifications are required, we just ask that you have:

• Excellent communication and interpersonal skills.
• Ability to provide support and assistance to clients in a compassionate and empathetic manner.
• Knowledge of confidentiality and health and safety in a client-facing environment, or a willingness to undergo training in this area.
• Proficiency in using Microsoft Office Suite, including Excel, Word, Outlook, PowerPoint, and Teams, or a willingness to undergo training in this area.
• Willingness to collaborate as part of a team and independently, using your own initiative.
• Commitment to align with the aims, principles, and policies of the Citizens Advice service and the vision of Citizens Advice Cornwall.
• The ability to travel to one or more of the following offices:
  • Penzance
  • Camborne
  • Truro
  • Falmouth
  • Liskeard
  • Saltash

How much time do you need to give? 

We request a minimum commitment of one to two days per week (Monday to Friday) for this role. This commitment is particularly important during the first three months due to extensive training and learning requirements. The hours can be flexibly scheduled throughout the working week.

What does the training look like? 

On joining Citizens Advice Cornwall, you will receive a comprehensive induction and introduction to our service. Following this, you will undergo thorough training on the systems and processes required relevant to your role. Throughout your training and work with Citizens Advice Cornwall, you will receive continuous support and guidance from your Supervisor and the Training team. A specific ‘Client-facing Administrator’ training plan will be put in place, tailored to your learning and development needs.

Overview of the role:

A Client Services Officer supports clients after they have engaged with the service and received advice. They assist with following up and recording outcomes of cases, closing cases or referring for additional advice as needed, completing Wellbeing & Feedback surveys with clients, gathering client stories to use as case studies, and promote making a donation or volunteering with the service where appropriate.

What’s in it for you? 

• Make a real difference to people’s lives
• Learn about a range of areas such as benefits, debt and housing, and how problems in these areas can affect clients
• Build on valuable skills such as communication, research, campaigns, how to engage with a range of audiences and working with clients
• Increase your employability
• Have a positive impact in your community and on broader society

What you need to have:

You don’t need specific qualifications or skills, but you’ll need to:

• be friendly and approachable
• be non-judgmental and respect views, values and cultures that are different to your own
• have excellent verbal and written communication skills
• have good IT skills
• be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
• be willing to undertake training in your role

You may also have:

• Experience working with a case management system
• Experience in gathering information to make quality referrals
• Experience of working in a people facing role

How much time do you need to give?

We ask for a minimum of 6 hours per week (Monday – Friday) which can be flexibly undertaken throughout the week. These 6 hours per week must be undertaken from one of our offices at a time when a Supervisor is present to support with learning and development during the training period.

If there are any mitigating circumstances that mean this time commitment wouldn’t be suitable for you (such as caring responsibilities) then please reach out to discuss this with us.

What does the training look like?

On joining Citizens Advice Cornwall, you will receive a full induction and introduction into the service. On completion of this, you will receive comprehensive training on the systems and processes required within your role, and receive full support and guidance from your Supervisor and the Training team.

After your introduction and induction with CA Cornwall, you will begin the specific client services officer training programme. This will include a blended learning approach of in-person sessions at one of our offices, online sessions over Microsoft Teams and e-learning modules. This training plan will allow you to gain all the learning and experience required to become a fully-trained member of our client services officer team.

Overview of the role:

Disability Benefit Form Filling Advisers support our clients to complete comprehensive and detailed forms required for initial applications, mandatory reconsiderations and appeal submissions for disability benefits e.g. Personal Independent Payment (PIP), Universal Credit: Limited Capability for Work (UC50), Employment Support Allowance (ESA50), Attendance Allowance (AA) and Disability Living Allowance (DLA). This is a specific advice area-based role, but can also be undertaken within the Generalist Adviser role.

What’s in it for you? 

• Make a real difference to people’s lives
• Learn about Disability Benefit applications and appeal processes
• Build on valuable skills such as communication, research, campaigns, how to engage with a range of audiences and working with clients
• Increase your employability
• Have a positive impact in your community and on broader society

What you need to have:

You don’t need specific qualifications or skills, but you’ll need to:

• be friendly and approachable
• be non-judgmental and respect views, values and cultures that are different to your own
• have excellent verbal and written communication skills
• be able to understand complex information and explain it (verbally and writing) so that others understand it
• have good IT skills
• be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
• be willing to undertake training in your role

You may also have:

• Experience working with people who are disabled
• Experience of the disability form filling system (either personal or professional)
• Experience supporting others in form filling or personal administration

How much time do you need to give?

Due to the high training needs of the role, we ask for a minimum of 12 hours per week (Monday – Friday) which can be flexibly undertaken throughout the week. These 12 hours per week must be undertaken from one of our offices at a time when a Supervisor is present to support with learning and development.

Following completion of 12 months volunteering and completion of the disability benefits form filling learning plan, we ask for a minimum of 6 hours per week (Monday – Friday) which can be flexibly undertaken throughout the week.

If there are any mitigating circumstances that mean this time commitment wouldn’t be suitable for you (such as caring responsibilities) then please reach out to discuss this with us.

What does the training look like?

On joining Citizens Advice Cornwall, you will receive a full induction and introduction into the service. On completion of this, you will receive comprehensive training on the systems and processes required within your role, and receive full support and guidance from your Supervisor and the Training team.

After your introduction and induction with CA Cornwall, you will begin the specific disability benefits form filling training programme. This will include a blended learning approach of in-person sessions at one of our offices, online sessions over Microsoft Teams and e-learning modules. This training plan will allow you to gain all the learning and experience required to become a fully-trained member of our form filling team.

Overview of the role:

Generalist Advisers provide full, detailed and comprehensive advice and assistance to our clients in housing, benefits, employment, immigration (Level 1) and family, and support client referral into specialist advice areas (such as debt). Generalist Advisers work with clients incoming to the service through face to face drop-ins, in-person appointments, by phone through our ‘Adviceline’ and online through webchat.

Generalist Advisers work with clients to:

• Conduct a thorough exploration of the client’s presenting issue and explore separate but related issues
• Find out what support the client needs, their capability to take action independently, and what outcome the client would like
• Use web sources and reference books to research answers to a clients query
• Provide clients with information, both verbally and in writing
• Support clients to take action on their case, write letters, fill forms, make complaints or write applications
• Write up detailed case notes which achieve the high standard set out in Citizens Advice Quality Assurance framework
• Schedule follow up work, appointments and make quality referrals for clients
• Carry out all elements of excellent case management

What’s in it for you? 

• Make a real difference to people’s lives
• Learn about a range of areas such as benefits, debt and housing, and how problems in these areas can affect clients
• Build on valuable skills such as communication, research, campaigns, how to engage with a range of audiences and working with clients
• Increase your employability
• Have a positive impact in your community and on broader society

What you need to have:

You don’t need specific qualifications or skills, but you’ll need to:

• be friendly and approachable
• be non-judgmental and respect views, values and cultures that are different to your own
• have excellent verbal and written communication skills
• have excellent research skills
• be able to understand complex information and explain it (verbally and in writing) so that others understand it
• have good IT skills
• be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
• be willing to undertake training in your role

You may also have:

• Experience in giving advice and guidance
• Experience with working with vulnerable people, including experience in safeguarding and working with people who experience poor mental health
• Experience working with a case management system
• Knowledge or experience of the legal systems Citizens Advice advises on (housing, immigration, employment, benefits, family)

How much time do you need to give?

Due to the high training needs of the role, we ask for a minimum commitment of 12 hours per week (Monday – Friday) which can be flexibly undertaken throughout the week across 2 days or more. These 12 hours per week must be undertaken from one of our offices, at a time when a Supervisor is present to support with learning and development.

Following completion of 12 months volunteering and completion of the Generalist Adviser learning plan, we ask for a minimum of 6 hours per week (Monday – Friday) which can be flexibly undertaken throughout the week.

If there are any mitigating circumstances that mean this time commitment wouldn’t be suitable for you (such as caring responsibilities) then please reach out to discuss this with us.

What does the training look like?

On joining Citizens Advice Cornwall, you will receive a full induction and introduction into the service. On completion of this, you will receive comprehensive training on the systems and processes required within your role, and receive full support and guidance from your Supervisor and the Training team.

After your introduction and induction with CA Cornwall, you will begin the specific Generalist Adviser Training programme. This will include a blended learning approach of in-person sessions at one of our offices, online sessions over Microsoft Teams and e-learning modules. This training plan will allow you to gain all the learning and experience required to become a fully-trained member of our Generalist Adviser team.

Overview of the role:

In addition to Citizens Advice Cornwall’s first aim, to provide free, confidential, impartial advice to everyone in the community, the second twin aim of the organisation is to campaign for change to improve people’s lives.

Our Research & Campaigns team use information and data collected from the issues brought to Citizens Advice Cornwall by clients, using this to undertake crucial campaign work in order to influence social policy, both locally and nationally.

The activities that a member of the Research & Campaigns team may undertake are:

• Identifying common, or unfair, problems that clients come for help about.
• Completing and collating evidence forms that record information about these problems clients experience.
• Working with other members of the Research & Campaigns team to share information and raise campaigns issues.
• Identifying issues requiring attention, raising these within Citizens Advice Cornwall and at relevant meetings.
• Helping volunteer and paid staff at Citizens advice Cornwall to identify particular issues; assisting them with understanding the causes of the problems, how they affect clients, and what changes would solve these problems.
• Helping to support volunteer and paid staff in spotting particular issues and completing evidence forms.
• Helping to organise campaigns with the aim of raising awareness of particular problems or issues. This could involve creating materials which could be used to explain the problems to others, such as local MP’s, councillors, government or members of the public.
• Helping to organise campaigns with the aim of getting the organisation that has been identified as causing a problem, to change the way they do things. This could mean meeting with organisations, people or elected bodies, writing to them or holding events to campaign for change.
• Media campaigning and liaising with other organisations and agencies to provide a voice for clients.
• Helping National Citizens Advice carry out research about how certain issues affecting clients in the local area. For example, this could involve doing client surveys to find out how changes in certain issue areas are affecting them.

What’s in it for you? 

• Make a real difference to people’s lives
• Learn about a range of areas such as benefits, debt and housing, and how problems in these areas can affect clients
• Build on valuable skills such as communication, research, campaigns, how to engage with a range of audiences and working with clients
• Increase your employability
• Have a positive impact in your community and on broader society

What you need to have:

You don’t need specific qualifications or skills, but you’ll need to:

• be friendly and approachable
• be non-judgmental and respect views, values and cultures that are different to your own
• have excellent verbal and written communication skills
• be able to understand complex information and explain it (verbally and writing) so that others understand it
• have good IT skills
• be willing to learn about and follow the Citizens Advice aims, principles and policies, including confidentiality and data protection
• be willing to undertake training in your role

How much time do you need to give?

We can be flexible about the time spent and how often you volunteer within the role; on average we ask for a minimum of 6 hours per week (Monday – Friday) commitment to this role, which can be flexibly undertaken throughout the week. Please come and talk to us to let us know what time commitment you can offer.

This role is based within one of our offices for the first 6 months of volunteering and until successful completion of the Research & Campaigns learning plan. After this, requests for home or hybrid working may be considered.

What does the training look like?

On joining Citizens Advice Cornwall, you will receive a full induction and introduction into the service. On completion of this, you will receive comprehensive training on the systems and processes required within your role, and receive full support and guidance from your Supervisor and the Training team.

After your introduction and induction with CA Cornwall, you will begin the specific Research & Campaigns Training programme. This will include a blended learning approach of in-person sessions at one of our offices, online sessions over Microsoft Teams and e-learning modules. This training plan will allow you to gain all the learning and experience required to become a fully-trained member of our Research & Campaigns team.