Pembs CAB Logo



43 Cartlett


SA61 2LH



Pembroke Dock


38 Meyrick Street

Pembroke Dock

SA72 6UT

Main Offices

Support Us

Consumer Line - 03454 04 05 06

Welsh Language - 03454 04 05 05

Mon to Fri - 9am to 5pm

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Reception Worker

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.

Telephone Advice Adviser Office Administrator Interpreter/Translator Digital Assistant Trustee Caseworker Assistant Reception Worker Research & Campeign Worker