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Volunteer Receptionist

Purpose of the role

To welcome clients, provide information and ensure they are dealt with according to bureau systems.

Main duties and responsibilities may include:
  • Operate the reception and provide information.
  • Welcome clients coming into the bureau contact area.
  • Explain waiting times and procedures to clients.
  • Provide information about the CAB and other advice services to clients from a diverse range of backgrounds and cultures.
  • Work collaboratively with other colleagues involved in the advice work process.
  • Provide a service that is based on sensitivity and respect for clients.
  • Acknowledge children and / or any special needs and take appropriate action.
  • Maintain confidentiality about clients and their contact with the bureau.
  • Consult the gateway / advice session supervisor appropriately.
  • Work within agreed bureau systems and procedures.
  • Answer the telephone and refer calls or take messages.
  • Process client information collected at the reception helpdesk.
  • Provide client with information where appropriate, including details of other agencies, and point out leaflets / fact sheets from the Citizens Advice website.
  • Create, maintain and archive paper and electronic filing systems in accordance with the bureau’s systems and procedures.
  • Liaise with advice staff regarding support for individual clients.
  • Maintain stocks of stationery, leaflets and posters, and order from suppliers.
  • Maintain online and other electronic appointment diaries.
  • Update public information materials and information.
  • Maintain statistics and collate and produce reports to a prescribed format.
  • Use IT for record keeping.
Research and campaigns
  • Assist with research and campaigns work by providing information about clients’ circumstances through the appropriate channel.
Personal skills and qualities that a reception worker needs:
  • Friendliness and approachability.
  • Commitment to the Aims and Principles of the CAB service including the service’s equality and diversity policies.
  • An understanding of discrimination or the willingness to learn about it.
  • Excellent verbal communication skills including telephone skills.
  • Good numeracy and literacy skills.
  • Ability to access relevant signposting information including electronic and written materials.
  • Ability to implement administrative policies and procedures in a busy work environment.
  • Good IT skills, including Word, email and internet.
  • Flexibility and willingness to work as part of a team.
  • Awareness of the potential needs of, and demands placed on, vulnerable clients.

Citizen’s Advice Cheadle

Welcome to Citizen’s Advice Cheadle. We provide free, independent, confidential and impartial advice and campaign on big issues affecting people’s lives. Our goal is to help everyone find a way forward whatever the problem they face.