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 - Fri - 10am to 2pm


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Telephone Advice

Purpose of the role:

  • Telephone Adviceline Assessors deal with initial phone enquiries from clients, and, if they need further advice, help them work out the best ways to deal with this.


Main Duties and responsibilities:

  • assess the client’s issues using listening and questioning skills across the different mediums of telephone, web chat & email

  • Answers ‘overflow’ calls from local Citizens Advice, so clients may be contacting from anywhere in Wales.

  • Identifying the nature of the client’s problem, and whether the Citizens Advice can help

  • Alerting supervisors if clients have emergencies or urgent advice needs, and if you need support to answer their queries

  • Assisting clients to use the Adviceguide website and other on line resources to access self-help information

  • Guiding them through this information and explaining it to them clearly

  • Helping clients access additional advice services where needed, including transferring calls to other agencies where appropriate

  • Using the Citizens Advice’s PETRA case recording system to record information about the support given

  • Identifying social policy issues, and contributing to Citizens Advice Pembrokeshire’s policy and campaigning work

  • Being respectful and supportive of clients at all times, including those with disabilities, language issues and other barriers to accessing the service

  • Maintaining client confidentiality

  • Undertaking training that is relevant to your role as a volunteer.


Personal Skills and Qualities:

  • Excellent verbal communication skills including telephone skills.

  • Good IT skills, particularly the ability to type and use the internet.

  • Ability to access relevant information including electronic and written materials and explain these accurately to clients.

  • Good numeracy and literacy skills.

  • Willingness to work within the Citizens Advice aims and principles, including confidentiality and equalities (training will be provided) .

  • Willingness to accept supervision and training and act on feedback given .

  • Friendliness and approachability.

  • 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