Citizens Advice South West Surrey (CASWS) is introducing a new receptionist volunteer role for individuals who want to support their local community while gaining practical, client facing experience. Based at the Guildford office, this role is central to helping clients access the advice and assistance they need.
What the Role Involves
Volunteers begin with an introduction to CASWS along with role specific training. Once ready, they will help deliver a welcoming and efficient reception service. Key responsibilities include:
- Greeting clients who drop in to the Guildford office
- Ensuring required forms are completed accurately
- Assigning clients to Advisers for further support
- Booking appointments
- Monitoring the flow of clients during drop in sessions
- Assisting with form filling when needed
- Completing day sheets
- Scanning and uploading documents to the case recording system
- Writing up notes on client cases
When the drop in service reaches full capacity, volunteers play an important part in understanding clients needs, providing information and signposting to other organisations or suggesting another CASWS session if appropriate.
In addition to reception duties, volunteers support the wider service with administrative tasks such as:
- Monitoring incoming emails
- Processing client enquiries by phone or email
- Sending appointment confirmations
- Assisting Advisers with administrative needs
- Carrying out general day to day tasks that help maintain smooth service delivery
What Volunteers Gain
This volunteer role offers:
- Experience in communication, teamwork and IT systems
- Increased employability through hands on service and administrative work
- A chance to contribute directly to a service that improves local lives
- Opportunities to work with a diverse range of people in a supportive environment
Expenses are reimbursed.
Who Can Apply
No specific qualifications are required. CASWS looks for volunteers who can demonstrate:
- A friendly and approachable manner
- Respect for different backgrounds, values and cultures
- Good IT skills
- The ability to stay calm under pressure
- Resilience when supporting clients with challenging issues
- A willingness to follow Citizens Advice policies including confidentiality and data protection
- Commitment to completing the required training
CASWS can be flexible about time commitments, and welcomes anyone interested to get in touch for an informal discussion.
A Commitment to Inclusion
CASWS volunteers come from a variety of backgrounds. The organisation particularly welcomes applications from racially minoritised people and people of colour, disabled individuals, people with physical or mental health conditions, LGBTQ+ and non binary people. The aim is to create an inclusive, accessible and representative volunteer team.
How to Enquire
Anyone interested in becoming a receptionist or customer service volunteer, or discussing flexibility around location, time or support, can contact the team at: