Information and Guidance Volunteer

Information and Guidance Volunteer - Job Spec

Background

Our local Citizens Advice has been selected to take part in an exciting pilot to explore improvements to recruitment and retention of a diverse range of volunteers!

We’re delighted to be working with the Volunteering and Learning team at National Citizens Advice to pilot a new streamlined learning offer for volunteers who give information to clients.

By volunteering with us during this time, this means that you’ll be joining us on our journey in the pilot too! As part of this you’ll have access to:

  • a mixture of updated and brand new learning, built into a Learning plan specific to your role
  • a new streamlined learning plan that’s available on Skillbook specifically for Information giving roles
  • a new homepage on our Learning Management System, called Skillbook, that will guide you all the way through the learning pathway
  • more accessible time commitment for volunteers involved in information giving roles

By taking part in this pilot, you’ll be helping us, and others across the whole Citizens Advice service to:

  • explore whether a new streamlined learning pathway and content has a positive impact on volunteer experience
  • explore whether a more accessible time commitment has a positive impact on volunteer experience
  • make sure we’re doing everything we can to attract all kinds of volunteers to the service and your feedback about your experiences of volunteering here will help us do that

Your supervisor at your local office will continue to be your main contact and you’ll receive the same high quality standard of support throughout your learning and volunteering at Citizens Advice. 

You’ll receive surveys to complete throughout your time learning and volunteering and we’d love for you to complete them as fully as you can, so we can evaluate the success of the pilot.

You’ll receive 4 surveys:

  • November 2025
  • February/March 2026
  • May/June 2026
  • November 2026

We will send a consent form to your supervisor for you to complete. This will include the privacy notice.

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 good listening skills
  • have excellent verbal and written communication skills
  • have good maths and IT skills
  • be able to understand information and explain it to others
  • 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

We ask for 6 hours per week which can be, ideally, over one day or spread over two days, for at least 12 months. We can be flexible so come and talk to us.

Our volunteers come from a range of backgrounds and we particularly welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities.

If you are interested in becoming an adviser and would like to discuss flexibility around location, time, ‘what you will do’ and how we can support you please contact us. We look forward to hearing from you.

Any questions?

Applying for Information and Guidance Volunteer

Please use our general application form to apply for all posts.

The application form has to be completed in one go. We recommend you compile some of the answers in a word processor first and paste them into the application from for your convenience.

A PDF version of the application can be viewed below to enable you to gather all the information you need before you complete and submit the Application Form itself. Please do not apply using the pdf.

Don’t forget to complete our anonymous Equal Opportunities monitoring form as well.

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Need help?

Anyone from across Monmouthshire can speak to one of our advisers at a community drop-in session, by telephone, email and in-person by appointment at our Pontypool office or one of our outreaches.

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Volunteer Jobs

Need help?

Anyone from across Monmouthshire can speak to one of our advisers at a community drop-in session, by telephone, email and in-person by appointment at our Pontypool office or one of our outreaches.

Reports

Impact reports

See what impact we have made directly for the people of Monmouthshire.

Reports