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Telephone Agent

We are part of the West & South West London Adviceline group, together with other local Citizens Advice members, such as Westminster CA, Hammersmith & Fulham CA, Wandsworth CA and Merton & Lambeth CA. Each year, we answer thousands of calls through Adviceline and our Telephone Agents carry out an important role in service delivery, as our telephone service is in high demand and more popular than ever. You will be fully trained to answer calls from residents looking for information and advice, conducting a holistic exploration of the problems and being able to determine the best next step, depending on the clients’ capacity and the degree of support they require. Supported by a Supervisor, you will empower clients with the knowledge they need, or, for more complex enquiries, you will make a referral internally or externally with our generalist and specialist advisers, or other providers . Our Agents are trained to deliver an excellent customer service and ensure the client journey into the service is as smooth as it can possibly be.

The scope of the role is to:

  • Explore the client’s problem(s) and situation
  • Assess the risk/urgency of the client’s issue and their ability to deal with the problem themselves
  • Identify the next step that needs to be taken
  • Summarise the content of the interview for the client and explain what happens next
  • Ensure clients know they can return if necessary
  • Recording the enquiry on our CRM

Specific qualifications or experience are not required to train to be an Agent. However, you need to:

  • Be good at listening
  • Have a good manner when talking to people
  • Have sufficient computing skills
  • Be open minded and non-judgemental
  • Enjoy helping people