Become a local
Citizens Advice volunteer

Help people. Change lives. Strengthen your community. 

Every year, Citizens Advice helps thousands of people in Norfolk through life’s toughest challenges — from rising living costs to energy bills, from accessing benefits to finding food support. Many people don’t realise how much of a difference we make — and you can be part of it. 

As a Volunteer Adviser, you’ll be at the heart of our work, offering guidance, support, and hope to people who need it most. You’ll learn new skills, meet people from all walks of life, and leave each day knowing you’ve made a real impact. 

What you’ll gain 

• A sense of purpose and achievement from helping others in our community. 

• New skills and experiences to enhance your CV — and keep your current skills sharp. 

• A friendly, supportive, and inclusive environment where you’ll be valued. 

• You will meet and work with a range of different people, both independently and in a team. 

• Access to our Wellbeing Assistance Scheme 

• Access the Charity Discount Scheme 

• Participate in social events for volunteers 

• Have an option to join network groups within the organisation for individuals within the organisation from various Ethnic backgrounds and cultures, people with Disabilities, LGBTQIA+ 

What you’ll do 

• Take part in our tailored Citizens Advice training so you feel confident in your role. 

• Speak with people face-to-face or over the phone to understand their situation. 

• Find clear, accurate information and explain the options available. 

• Support people to take practical steps forward — from drafting letters to making calls or connecting them with other organisations. 

• Record the support you’ve given so we can track our impact and improve our services. 

• Highlight issues that affect many people, helping us campaign for positive change locally and nationally. 

• Have all your travel expenses reimbursed. 

What we’re looking for 

• A friendly, approachable manner and a genuine desire to help. 

• A non-judgmental attitude and respect for people’s different views, values, and experiences 

• Good listening and communication skills. 

• Good IT skills 

• Willingness to learn and follow our principles, including confidentiality and data protection. 

• Commitment to initial training for the role. 

Time commitment 

We can be flexible with your schedule — we’ll work with you to find a pattern that fits your life.  

Initially, we ask that you dedicate 2 days a week for around 12 weeks for training. 

Once you’ve become a fully trained adviser, we ask that you dedicate a minimum of half a day a week for 40 weeks of the year for a minimum of one year.  

Join Norfolk Citizens Advice as a Volunteer Receptionist and play an important role in helping local people feel welcome, reassured and supported from the moment they walk through the door. You’ll also help direct clients visiting the charity we share our office with, making you a key part of a friendly, community‑focused environment. 

What you’ll do 

• Welcome clients and help manage waiting times 

• Explain what will happen during their visit 

• Give out forms and guide people through what they need to complete 

• Input client information onto our database or spreadsheets 

• Answer calls, transfer them, or take messages 

• Support the day‑to‑day running of the office 

• Help direct visitors to the right place 

Full training is provided — no experience needed. 

What you need 

• A friendly, approachable, non‑judgmental attitude 

• Good listening and communication skills 

• Basic IT skills 

• Commitment to confidentiality and data-protection standards 

Time Commitment 

At least ½ day (4 hours) per week, ideally for one year 

What you’ll gain 

• The chance to make a genuine difference in your community 

• Skills in communication, organisation, IT and teamwork 

• Knowledge of issues like benefits, debt, housing and employment  

• Join a supportive volunteer community  

• Access to our Employee Assistance Program and Charity Discount Scheme  

• Enjoy volunteer social events  

• Travel expenses reimbursed  

Valuing Inclusion  

We welcome volunteers from all backgrounds, including disabled people, those with physical or mental health conditions, LGBTQ+ people, and individuals from diverse ethnic and cultural communities.