Speaking to our Volunteers
Our volunteers are essential to the service, but who are they?
We spoke to some of our volunteers including those who now have a paid role here about what their days are like here.
We spoke to Luke, who started as a volunteer but now has a paid role.
What is your role at Citizens Advice and how long have you been here?
So, my full title is a Client Services Officer which sounds quite fancy but essentially means that I am a member of the advice team who answer client calls.
As a full time adviser, I see clients to advise in more detail with benefit applications and appeals. I’m also an energy adviser so I help people understand and save on their bills and become more energy efficient. I get to help people access support they didn’t know they were entitled to and get the benefits they deserve.
I started volunteering around 2 years ago and I started a full time paid role 18 months ago.
Why did you start volunteering?
After university I was really lacking in confidence when talking to other people and wanted to be able to speak to others easily and Citizens Advice really gave me the opportunity to develop. The social aspect of volunteering really appealed to me as well. The people who work and volunteer here are all here because we want to help people and I’ve made real friends in my time here.
What do you like to do outside of work?
I like cycling, and working at the Leigh office allows me to cycle to work occasionally if the weather is nice. I like video games and reading. I’m reading American Psycho right now which I’m liking but I’m looking forward to the next book I have on my list - After the Crash by Michel Bussi.
What do you think is the best part of your job?
I see the impact that I make on people’s lives everyday. People end phone calls with me knowing their next step, and people I help with forms end up getting the financial support they need to not to get by, but really thrive.
We spoke to Linda, one of our volunteer assessors. We’re looking at what a day in the life at the office looks like for Linda.
What is your role at Citizens Advice and how long have you been here?
My role is a face to face adviser. I speak to the clients who come into the Leigh office and support them where I can, and direct them to other specialised advisers within Citizens Advice if needed. I start by identifying the needs of the clients, and then taking the time to explore any wider issues. I started volunteering in February 2024 and I do a day and a half volunteering each week.
How does your day start?
I’m an early riser! I like to wake up at 6am and have an hour to myself to wake up. I like the quiet and being able to read the news alone. At 7am, my husband wakes up and we have coffee together - I don't have breakfast, I think it’s too early on a workday but by half past 7, I’m getting ready and I’m usually at my desk between quarter to 9 and 9am.
At 9am, the drop in advice service starts and I take my first client. What the day brings is completely dependent on the people I get to see. Clients are so varied and so are their needs. Some clients need simple advice, some need support in more detail and some need appointments booking with our debt or benefit advisers so each day is completely different.
There are always new volunteers so I sometimes have a volunteer shadow me to train. It really lets you get to know other people and I love the social aspect that comes with working her
Why did you start volunteering?
I worked as a teacher and a head of year, and I always thought that the best part was working with families and the challenges that came with it. I lived in the US for 10 years and did similar teaching work, and then we moved back home when my husband and I retired. I’ve been volunteering in different places since my 20s, and now that I’m retired and wanted that challenge I came to Citizens Advice.
What do you think is the best part of your job?
I like the social aspect of this role, meeting people who are volunteering and working for the same reasons that I am. The role is certainly interesting, with the varied queries and challenges that come from it. I enjoy that I get to work for a day and a half and have the flexibility. My husband is retired and I get to balance my time with spending time with him.
Phillip is our volunteer receptionist. We spoke to him about his time here.
What is your role at Citizens Advice and how long have you been here?
I volunteer as a receptionist at Wigan and have been doing so for 10 years now. Over the years, I've had the opportunity to meet a wide range of people and learn so much about the community and the various challenges individuals face.
Why did you start volunteering?
I began volunteering for office experience and to improve my people skills, but I found greater fulfillment in helping others. It shifted from gaining experience to making a positive impact in my community. The connections I've made and the stories I've heard are invaluable, and I cherish the opportunity to contribute meaningfully.
What do you like to do outside of work?
Outside of Citizens Advice, I have a passion for music! I play the piano and organ at St. Francis in Kitt Green, which brings me great joy. Sharing my musical expression within the church community allows me to spread that happiness to others.
What do you think is the best part of your job?
The best part about volunteering is definitely helping people tackle their challenges and being part of a great team. It feels amazing to see the relief and gratitude on clients' faces when they get the support they need.
Do you think you could volunteer with us?
Apply at https://www.cawb.org.uk/volunteering or email volunteer@cawb.org.uk