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What our volunteers do?

There are over 22,000 volunteers involved in the Citizens Advice service, performing a wide range of roles. Here we describe what some of those roles involve. Please note, not all volunteer roles will be available in every bureau.

Apply to volunteer

If you are interested in volunteering with us, search to see which CAB are recruiting, choose one and fill out a quick online form. They will get in touch to discuss the options.

At the moment we have a particular need for volunteers in Wales to become part of our new Adviceline Cymru:

If you have questions about CAB volunteering see our Volunteering FAQs

Our volunteer roles


"I get a real feeling of satisfaction from making a difference, especially for people less able to stand up for their rights.”
Sheila, Stretford CAB

Without our trained volunteer advisers we could not continue to meet the demand for advice. Our generalist advice service looks at a client’s situation holistically as opposed to looking at their problems in isolation from one another. Advisers are given free training, both formal and on-the-job. As a CAB adviser you would:

Attention all law students
If you train as a CAB adviser, you can get up to six months off your solicitor training contracts!


Receptionists are an integral part of the team, managing ‘front-of-house’ on the basis of information provided by the advice session supervisor. Depending on the size and resources of the bureau, the receptionist role may be undertaken by one or more people. As a receptionist you would:

Specific qualifications and experience are not required to take on the role. You need to:

Information assistants

Not all clients need advice – some only require help to locate the right information. Information assistants provide exactly that, and also support clients to use the different facilities that are available, such as kiosks, online PCs, benefits calculators and direct-dial phones. As an information assistant you would:

Specific qualifications and experience are not required to take on the role. You need to:

Gateway assessors

Gateway assessors help clients get the right help in the fastest time possible. They assess people’s needs, either face-to-face or over the phone, and identify the most appropriate course of action. That might be self-help information, referral to a specialist organisation or an appointment with a CAB adviser. As a gateway assessor you would:

Specific qualifications or experience are not required to train for the role. You need to:

Adviceline telephone assessors

Woman on phone in a bureauAn Adviceline telephone assessor is a diverse role and you will not be expected to know it all! We provide all Adviceline telephone assessors with training, which will help you develop the skills you need to deliver an excellent level of service to clients.

As an Adviceline telephone assessor you would:

Specific qualifications or experience is not required to train for the role. You need to:

Once fully trained we will continue to support you throughout your time as an Adviceline telephone assessor.


As a CAB volunteer administrator you would ensure the smooth running of a bureau by:


"The Citizens Advice service challenges the social issues I feel passionate about. As a trustee I can help redress the imbalance of injustice"
Azad, CAB trustee

Because every CAB is a registered charity, each has its own board of trustees. Some trustee roles require specific skills but bureaux welcome people of all ages, backgrounds and experience to their trustee boards. Because trustee boards tend to meet in the evenings, you can fit this around a full time job or study. As a trustee you would:

Financial education volunteers

“It’s rewarding to help people understand and manage their finances. Hopefully we are giving them the skills and confidence to avoid a debt crisis in the future”
David, Financial Capability Trainer

More and more bureaux are working in their communities to deliver financial education sessions and help people to improve their money management skills. Financial education volunteers would:

More on our financial education work


By using evidence routinely collected from the clients, you could help bring about changes in local and national policies and services which can benefit everyone - even those who have never used a CAB. As a campaigner you would:

More on our campaigning work

IT support co-ordinators

It co-ordinatorA wide range of our essential work depends on well-run IT systems. We use them for keeping track of cases, keeping in touch with clients, accessing e-services on their behalf, and monitoring trends. As an IT co-ordinator you would:

PR and marketing

Citizens Advice Bureaux need to raise their profile in their local community to attract funding, recruit volunteers, promote local and national CAB campaigns and to ensure that potential clients know how to access their services. As a PR/marketing volunteer you would:

More on our media work


Every Citizens Advice Bureau is a registered charity reliant on money from local authorities, companies, charitable trusts and individuals. As a fundraiser you would:

Volunteer recruitment

Many bureaux run volunteer recruitment campaigns throughout the year either to help them expand their services or to replace volunteers who have left. Some bureaux have volunteers with a specific role to run these campaigns, others might include this in their general PR/marketing. In this role you would:

Peer education worker

Peer education is based on the idea that many people make choices based not only on what they know, but also on the thoughts and behaviour of others the same age group. As a peer education worker you might:

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