Volunteer Receptionists - Stirling District Citizens Advice Bureau Ltd

Stirling District Citizens Advice Bureau Ltd is now recruiting for volunteer receptionists for our spring 2022 recruitment intake.

Due to the ongoing impact of the pandemic, over the last two years, and the escalating cost of living crisis there has been a substantial increase in the demand for advice from members of the public all over Stirling district. Stirling District Citizens Advice Bureau Ltd needs volunteers to train as telephone receptionists to assist our volunteer advice team.

Stirling District Citizens Advice Bureau Ltd offers free, independent, impartial and confidential advice to the public on a wide range of subjects.  Examples of regular issues we receive enquiries on include: welfare benefits, money and debt; housing; employment; immigration, consumer and energy issues; relationship and family issues and legal matters. 

What can a volunteer role offer you?

• Satisfaction from helping people with their difficulties
• Helping your local community
• Meeting new people from a variety of backgrounds
• An opportunity to learn new knowledge and skills
• Flexibility to volunteer on the days that suit you best
• Working together with a team of committed volunteers and paid staff
• A ladder to new career opportunities.

We are seeking to recruit telephone receptionists now to help us handle initial phone contact from the public and with general administrative tasks. These volunteers will form a vital first point of contact with the public and will be trained how to triage initial enquiries from the public. 

Tasks required

• Undertaking triage assessments on client background and advice issue prior to adviser contact
• Managing clients’ expectations regarding waiting time and phone back availability.
• Assisting with other administrative duties required in the Bureau.

Skills Required

• A compassionate and friendly manner
• Good customer facing, telephone communication skills
• Adequate IT skills and willingness to use database systems and search tools
• Attention to detail and good organisational skills
• Ability to work under pressure in a busy environment
• Ability to work independently as well as part of a team
• Commitment to ongoing training and development
• A commitment to the aims and principles of the Citizens Advice Network

Induction details - All volunteers will receive a comprehensive induction and ongoing training, support and development.

Location – At present advice delivery by our volunteers is focused on telephone and email advice. This is principally delivered at our premises at Norman MacEwan Centre, 3 Cameronian Street, Stirling, FK8 2DX. However, flexible working arrangements also give the option to work remotely from home. When suitable, safe interviewing facilities are identified we will also be returning to face-to-face appointments.