Webchat Advisers

Citizens Advice Gosport is a local charity providing a help and advice service to people living in and around Gosport, Hampshire.  The main areas of enquiry relate to debt and money, welfare benefits, employment problems, housing and homelessness. All of our advisers, receptionists, campaigners and trustee board members are volunteers drawn from the local community. Volunteers are supported by a small team of paid staff including a full time manager, supervisory and casework staff.

Webchat Advisers provide digital advice and information to members of the public accessing Citizens Advice services through the webchat and email platforms.

Duties of the role may include

  • Assessing clients problem(s) using sensitive questioning skills
  • Identify key information about the problem, including time limits, key dates and any requirement for urgent advice or action
  • Using the Adviceguide website, scripts and other diagnostic tools as necessary
  • Identify and summarise the essence of the problem
  • Establish what the client wants
  • Assess and agree the appropriate level of service, taking into consideration the client\'s ability to take the next step themselves, the complexity if the problem and Citizens Advice resources
  • Refer and signpost clients appropriately to suit client\'s needs, following agreed protocols
  • Record information given during assessment interviews
  • Use of IT for record keeping


Full training and ongoing support is provided to extend and gain the skills needed for this role.  Including:

  • The ability to commit and work within the aims, principles and policies of the Citizens Advice Service
  • Ability to monitor and maintain own standards
  • Understanding the main enquiry issues involved in assessing clients\' problems
  • Ability to use IT systems and packages in provision of Webchat and email advice, including the ability to input data for record keeping
  • Navigation on Online Information Systems
  • Communicate effectively, both verbally and in writing
  • Flexibility and willingness to work as part of a team
  • Assessing of client needs and identify relevant signposting information
  • Work within guidelines, protocols and procedures
  • A commitment to continuing professional development

Register your interest

You will be redirected to the Gosport Voluntary Action website

Posted for

Citizens Advice Gosport

Posted by

Gosport Voluntary Action

Register your interest

You will be redirected to the Gosport Voluntary Action website


  • Black and Minority Ethnic Communities
  • Civic Responsibility and Communities
  • Disability
  • Families and Parenting
  • Health and Social Care
  • Homeless and Housing
  • Lesbian Gay Bisexual and Transgender
  • Mental Health
  • No specific interest
  • Older People


  • Advice and Information
  • Computers, IT and Websites


  • Accessibility
    Fully accessible facilities and ground floor office
  • DBS check required
  • Equal Opportunities Policy
  • Expenses reimbursed
    Reasonable travel expenses reimbursed
  • Health and Safety Policy
  • Ongoing support
  • Suitable for Under 18's
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance
  • Written role description

When can I volunteer?

On these days:

Mon-Fri Day Eve
Weekend Day Eve


Martin Snape House
96 Pavilion Way
PO12 1GE

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