Volunteer Coordinator

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Closing date: 07/12/2023
Disability Confident Employer

Citizens Advice Broxbourne

   Role profile

This is an exciting new opportunity for someone with great interpersonal skills to attract volunteers into the Citizens Advice service. You should be able to quickly understand the service and develop lots of opportunities to recruit volunteers into the service by use of social media, personal presentations, running open days, stalls at events and building a network of contacts within the 3rd sector to bring volunteers into the service. You should also be able to connect with various groups and local employers and raise the profile of the Citizens Advice service as a great place to volunteer.

  • This role has overall responsibility for volunteer recruitment across the organisation and the role will also support, manage and appraise volunteers.
  • You will be responsible for managing all volunteer applications, interviewing all potential candidates and then liaising with the Advice Service Manager, Training Lead, IT and advice supervisors to best place all new recruits into the service. You will also work with our Social Media Lead to promote volunteering with Citizens Advice within multiple social media platforms.
  • The Volunteer Coordinator will be involved in the induction of new volunteers. They will ensure that they have a positive start to their volunteering journey. Acting as a point of contact for volunteers, the Volunteer Coordinator will line manage new volunteers when they first join the organisation. They will ensure that they follow an appropriate training pathway for their chosen role.

Professional Development

  • Keep up to date with legislation, policies and procedures and undertake appropriate training.
  • Read relevant publications.
  • Attend relevant internal and external meetings as agreed with the line manager.
  • Prepare for and attend team and staff meetings as appropriate.


  • Use of telephony and IT equipment for multichannel delivery of advice services.
  • Use of IT software for statistical recording of information relating to research and campaigns and funding requirements, record keeping and document production. 
  • Ensure all work conforms to the organisation’s systems and procedures.
  • Follow good Information Governance Assurance practice, complete annual Data Protection training and comply with data protection legislation


  • Carry out administrative tasks and any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service. 
  • Demonstrate commitment to the aims and policies of Citizens Advice. 
  • Abide by health and safety guidelines and share responsibility for own safety and that of colleagues. 

Person specification

Essential Criteria 

  • Demonstrates commitment to the aims, principles, policies and values of the Citizens Advice Service. 
  • Current knowledge of equality and diversity in the workplace, and its application to the provision of advice, and oversight and development of volunteers. 
  • Proven ability to provide support and monitor work whilst maintaining own workload and standards and meeting agreed targets.
  • Ability to effectively oversee, motivate and develop volunteers via differing methods, face to face / telephone / email / web chat environment, offering the support, guidance and tutoring as required. 
  • Awareness of the issues currently affecting society and the implications for clients and service provision, with the ability to apply this when interviewing clients. 
  • Proven ability to give and receive feedback objectively and sensitively, with a willingness to challenge constructively. 
  • Effective verbal and written communication skills. 
  • Competent use of IT and digital skills, with the ability to work independently using a range of applications, including the ability to support clients with their online claim applications.
  • Ability and willingness to work as part of a team.
  • A commitment to continuous professional development, including a willingness to develop knowledge and skills in advice topics.
  • Ability to work in outreach settings with an understanding of information assurance and safety in those settings.
  • Ability to develop and maintain positive working relationships with external stakeholders. 
  • Ability to commit to and work with the aims, principles and policies of the Citizens Advice service.


  • 1 year HR experience and be studying towards a HR qualification or be CIPD qualified.

If you do not meet all of the person specifications but you feel like this is a job you’d really like to do – we’d love to hear from you. Think about any transferable skills you may have.