Administrator Role

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.