Adviceline 0800 028 3146 Monday to Friday 10am to 4pm

Financial Capability Volunteer

Job Role

Your role will be to engage and support clients with understanding budgeting, credit and debt, borrowing and saving as well as maximising income.

You will provide telephone and face to face advice to clients and will be required to:

  • Listen to clients’ problems and record notes on our case recording system.
  • Provide advice on income maximisation, budgeting and obtaining best value for essential services.
  • Signpost and refer clients to other services when necessary.


  • Good level of written and spoken English and the ability to explain information clearly.
  • Good level of numeracy.
  • Accuracy in recording.
  • Good IT skills and ability to use databases and navigate websites.
  • Ability to support clients in creating a budget sheet and action plan.
  • Ability to work as part of a team.
  • Willingness to take instruction and act on constructive feedback.

Financial Capability volunteers are given training, coaching and supervision from the Financial Capability Manager and the Financial Capability Supervisor. Following a period of 4 to 5 weeks of training, which will be delivered remotely, they are gradually introduced to interviewing clients under supervision and with the support of the project manager and the supervisor.

This role will be delivered through a combination of face to face and remote channels. To deliver advice remotely, you will need a telephone, a computer and a private, secure internet connection. You will need to have a confidential working space to perform your role and adhere to the General Data Protection Regulation (GDPR) and Citizens Advice confidentiality guidelines.

In return for your time and commitment, you will get access to extensive information and advice resources, training, materials and support and the satisfaction of knowing you are making a difference.


Whatever their views, Financial Capability volunteers will be expected to work with all kinds of clients and on any kind of problem they have. They must be prepared to examine their own views and feelings to make sure that they are able to give an equally good service to everyone.

Equal Opportunities

All Financial Capability volunteers are expected to carry out the Citizens Advice Camden’s policy of equal opportunities. This means an active opposition to all forms of discrimination, and to make sure that the service is equally available to all people.


Everything seen and heard in the bureau has to be private and every Financial Capability volunteer has to sign an agreement to observe a strict rule of confidentiality before beginning work in the bureau.

A commitment to learning

A willingness to learn and develop is central to volunteering with us.

Additional Information

Hours of work: A minimum availability of 7 hours per week for 9 months is required.

Expenses: Travel expenses will be reimbursed. If sessions of more than five hours are worked in one day, a contribution of £3.00 will be made towards the cost of a meal when working in the office.

How to Apply

If you would like to apply for the Financial Capability Volunteer role, please download the application form below, complete and return it by email to

If you would like to know more about the role, the recruitment and training process please email us and we will get back to you.

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