Information Assistants
Becoming an Information Assistant.
Information Assistants are the public face of Citizens Advice Hammersmith and Fulham and play a key role in determining our clients’ experience of their contact with us. This role does not involve giving advice.
Do you enjoy talking to people in person and helping them find the support they need?
The Information Assistant serves as the initial point of contact at reception, guiding clients on the various channels available for receiving advice and providing details about the services offered. Key responsibilities include accurately inputting client data into the secure database and assisting clients with straightforward forms and IT procedures. The role also involves offering crucial digital skills support and undertaking administrative tasks for both clients and the Citizens Advice service. Furthermore, the Information Assistant is responsible for overseeing the efficient operation of the reception area while contributing to a fun and diverse office environment.
What’s in it for you?
The Information Assistant role offers a chance to gain valuable skills and experience, including enhancing communication abilities, IT proficiency, and teamwork. By engaging in this position, individuals will increase their employ-ability and have the opportunity to work with a diverse range of clients and situations. The role provides a pathway to develop new skills that will support future career opportunities. Furthermore, Information Assistants contribute significantly to the smooth running of the advice service, making a real difference to people’s lives and supporting the local community. Volunteers also gain access to Citizens Advice Skills and Knowledge Training, with the potential for progression into other roles within the service.
What will you bring to the role?
You don’t need specific qualifications or skills but an ideal volunteer for this role should possess a friendly and approachable demeanour, demonstrating a non-judgemental attitude and respect for diverse views, values, and cultures. Essential requirements include good IT skills, strong communication skills, and a high level of proficiency in both spoken and written English. The ability to maintain strict confidentiality and appropriate professional boundaries is crucial, as is the capacity to remain calm when under pressure. Furthermore, the Information Assistant must be willing to learn about and adhere to the Citizens Advice aims, principles, and policies, particularly those concerning confidentiality and data protection, and be prepared to undertake all necessary training for the role.
What is the time commitment?
Ideally, we ask for a commitment minimum of 5-7 hours per week on one set day. However, we are flexible regarding the total hours and frequency of your volunteer involvement.
What is involved in the recruitment process?
If you are shortlisted on the basis of the application form, you will be sent a short test to be completed before being invited to interview. Interviews take place online with our Training and Development Manager. If you are successful, and we have received two satisfactory references, we will agree on your start date and your introduction to the role of Information Assistant and the learning pathway you will follow.
How to apply
If you can see yourself being one of our Information Assistants, supporting our residents to find and receive support we’d love to hear from you. Please apply by completing our Volunteer Application Form. If you are shortlisted, you will receive a simple test, and then be invited to interview with our Volunteer Team.
If you have any questions about the form or anything else, please get in touch on volunteer@cahf.org.uk and we’ll be happy to help. Please note, we do routinely check if applications have been written by AI software, so we encourage you to write in your own words in order to explain to us your motivations.
If this role is not for you, please look at the other roles we have available.
Unfortunately we do not pay travel expenses during the recruitment process. If selected, we pay out of pocket travel expenses for attendance at training, induction and regular volunteering. If you have any further questions, please do not hesitate to contact us.
We delete all information 12 months after receipt unless you have been successful in recruitment, in which case we gain your permission on what is retained and how it is used. There is further information in the volunteer application form.