Volunteer Roles

We have a wide range of roles that our volunteers are involved in. These include…

Assessors/Information assistant

As an Assessor/Information Assistant you would:

  • Be the first point of access for clients when they ring our local Adviceline number
  • Deal with a wide range of client issues and problems
  • Explore the client’s problem(s) and situation
  • Assess the risk/urgency of the client’s issue and their ability to deal with the problem themselves
  • Provide information from the Citizens Advice informations system and from other sources to clients
  • Identify the next steps that needs to be taken
  • Refer clients for more specialist advice where appropriate
  • Keep records of client cases on the Citizens Advice information systems
  • Help identify issues that affect a many clients and so enable Citizens Advice to take action at a higher level

Specific qualifications or experience are not required to train for the role, however you will need to:

  • Commit to a minimum of 1 full day or 2 half days a week
  • Be good at listening.
  • Have a good telephone manner
  • Have basic computing skills.
  • Have reasonable numeracy and literacy skills
  • Be open minded and non-judgmental.
  • Enjoy helping people.


Without our trained volunteer advisers we could not continue to meet the demand for advice. Our generalist advice service looks at a client’s situation holistically, as opposed to looking at their problems in isolation from one another. Advisers are given free training, both formal and on-the-job.

As a Citizens Advice adviser you would have all the skills required of an Assessor/Information Assistant, as well as the ability to:

  • Interview clients
  • Help them negotiate with people such as creditors or service providers
  • Draft letters
  • Make phone calls on their behalf
  • Refer them to other agencies

Meeters and Greeters

Meeters and Greeter are an integral part of the team, managing ‘front-of-house’ at our busy Communication hubs in Wallasey and Birkenhead .

As a Meeter and Greeter you would:

  • Greet clients and other visitors
  • Assist clients in accessing our services either by phone or on-line
  • Ensure clients know what is happening and how long they have to wait
  • Explain the services available
  • Point out leaflets, lists and self-help materials
  • Maintain the Reception Area
  • Enter information into computer systems

Specific qualifications and experience are not required to take on the role.

You will need to:

  • Have a good manner when talking to people
  • Have basic computing skills
  • Have an understanding of, and commitment to, confidentiality
  • Be friendly and approachable.

Office Administrators

As a volunteer administrator you’ll help to make sure Citizens Advice Wirral runs as smoothly as possible.

Some of the duties our administrators do are:

  • File management
  • Typing up information/minute meetings
  • Photocopying/scanning information to case files
  • Using databases and spreadsheets
  • Answering emails and phone calls


By using evidence that Citizens Advice Wirral gets from our clients, you could help bring about changes in local and national policies and services which can benefit everyone – even those who have never used Citizens Advice services before.

As a campaigner you’ll:

  • Fill out and gather evidence which explain the detail of what our clients come to us about
  • Find out and raise relevant issues in the Research and Campaign working group
  • Carry out research and write reports
  • Get involved in media campaigning


Citizens Advice Wirral is a registered charity reliant on contracts and fundraising to deliver its services.

As a fundraiser you would:

  • Work with staff and volunteers to meet fundraising targets
  • Organise fundraising events and activities such as raffles
  • Attend fundraising events such as bucket collections

Volunteer Recruitment

In this role you would support Citizens Advice Wirral to recruit volunteers to help deliver its services. You would:

  • Produce local volunteer recruitment materials – social media content, leaflets and posters
  • Create case studies about current volunteers
  • Update volunteer recruitment databases
  • Support induction and open days for new or potential volunteers
  • Help deal with volunteer enquiries


Becoming a Trustee for Citizens Advice Wirral helps to provide excellent governance for our organisation and shape our future strategic direction. You will help improve the lives of Wirral residents and bring your perspective and good judgement to our Trustee Board. On average our trustees commit a minimum of 10 hours per month.

As a Trustee you will:

  • Attend our quarterly Board meetings and participate in quarterly sub-committees
  • Make decisions on the strategic direction of the organisation and evaluation of the performance against the strategy
  • Monitor whether the service complies with its governing document, whether it meets Citizens Advice standards and how well the advice needs of the local community are being met
  • Monitor the financial position of the organisation ensuring that it operates within its means and objects
  • Maintain confidentiality about any sensitive or confidential information received in the course of duties as a trustee
  • Engage with staff and volunteers at events and at fundraising events

IT Support

A wide range of our essential work depends on robust IT systems. We use them for keeping track of cases, keeping in touch with our clients, assessing e-services on their behalf and monitoring trends.

As an IT support volunteer you would:

  • Support local Citizens Advice staff and volunteers
  • Get to the root of any technical problems and solve these
  • Web design
  • Train local Citizens Advice staff and volunteers in IT skills