Volunteer Coordinator

Job Title: Volunteer Coordinator

Responsible to: Service Development Manager

Hours: As part of our commitment to being a flexible employer, applications are welcomed from candidates who are able to offer 21-25 hours a week.

Salary: £22,440 (pro rata)

Location: Hexham

Closing date: 5th August 2019 9.00am

Interview date: 12th August 2019

The Citizens Advice Service

The aims of the Citizens Advice service are:

  • To provide the advice people need for the problems they face
  • To improve the policies and practices that affect people’s lives.

Citizens advice Northumberland provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities.  It values diversity, promotes equality and challenges discrimination.

In furtherance of its aims the service follows policies of non-discrimination and seeks to be an Equal Opportunities Employer.

The Role

Citizens Advice Northumberland’s 150 volunteers and staff work with over 20,000 people to address more than 40,000 issues every year, providing free, independent, impartial and high quality advice. Our service gives people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

We provide “drop-in” face-to-face support at 9 main offices and additional outreach premises across Northumberland, and further support from telephone support via our Adviceline service, which we deliver 5 days/week 9.30-4.30.

The main areas of advice we cover are welfare benefits, debt, housing, fuel poverty and employment, but we are the only service who is there to support everyone whatever their issue. We provide additional specialist casework services for universal credit, debt, fuel poverty, and welfare benefits, including targeted services funded by Macmillan cancer support.

We value diversity, promote equality and challenge discrimination wherever we find it, and through our research and campaigning we speak up on the issues that affect people’s lives.

  • To recruit and develop a highly committed, engaged and diverse volunteer workforce, which is equipped to deliver a high standard of service across our service.
  • To ensure the ongoing learning and development needs of volunteers are being met by the organisation through a range of methods.
  • To support and contribute to the delivery and development of services across the whole organisation.

The post holder will be responsible for delivering the volunteer training programme and for the ongoing learning and development of volunteers, working closely with Team Leads, other Service managers, and the Service Development Manager to ensure adequate support and supervision.

The post holder will have a base in our Hexham office but will be required to travel across Northumberland.

Main Duties

Volunteer recruitment and selection 

  • Contribute to the development and implementation of a volunteer recruitment strategy which establishes a strong and diverse volunteer base, and meets the needs of the servicet.
  • Plan and organise recruitment campaigns which are accessible and effective and promote volunteering for Citizens Advice in a positive and imaginative way.
  • Work with service managers and team leads to recruit and select new volunteers in line with the organisation’s volunteer recruitment policies.  
  • Assist with selection activities which ensures a fit between service needs and volunteer expectation.
  • Maintain spreadsheets to record volunteer recruitment progress and volunteer databases.

Volunteer training and support

  • Deliver a good quality induction into the learning programme for their role.
  • Register volunteers on relevant IT systems and provide support where needed
  • Work with the service managers and team leads to integrate new volunteers into the delivery of information and advice services following their initial training.
  • Supporting the progress of volunteers through the Citizens Advice Adviser Learning Programme and through non-advice role learning routes. 
  • Work closely with service managers and team leads to ensure that new volunteers are trained to the appropriate level for their role, are provided with adequate support and supervision and receive regular progress reviews.
  • Carry out learning reviews with volunteers on a regular basis.
  • Contribute to the full assessment of competence for specific roles and ensure progress is recorded in line with Citizens Advice requirements and the organisation’s policies and procedures.
  • Ensure trainees are booked on to training courses and other events.
  • Deliver training and support to individuals and groups through a range of methods, making best use of modern technology.   
  • Ensure that volunteers have a rewarding experience whilst effectively contributing to the delivery of services.  

Learning and development

  • Work with new and current volunteers to adapt their skills, knowledge and experience to new ways of working.
  • Assess the competence of volunteers moving into new roles and identify learning and assessment activities which enable individuals to develop and demonstrate competence.
  • Keep up to date with changes to legislation, policies and procedures and ensure the impact of any changes is considered when providing support to trainees. 
  • Identify own learning and development needs and ensure these are being addressed.

Person Specification

Essential Requirements

  • An understanding of and commitment to the aims, principles and policies of the Citizens Advice service including a strong commitment to equality and diversity.  
  • An understanding of the problems and issues facing society and their implications for clients and advice service provision.
  • The ability to work within a team and maintain communications where members of that team are working on different days and in different venues.  
  • An understanding of volunteers and their needs and the ability to inspire and motivate others.
  • Experience of successfully recruiting volunteers through a variety of methods. 
  • Proven ability to develop individuals or groups by providing support, guidance, tutoring and / or training.
  • The ability to monitor service delivery against agreed targets and standards.
  • Effective organisational and time management skills and the ability to work under own initiative with minimal supervision.
  • Good numeracy skills and the ability to monitor, analyse and understand statistics and check the accuracy of calculations. 
  • The ability to analyse and interpret complex information and to communicate effectively in writing.
  • The ability to develop recruitment and training materials and to present articulately in person.
  • Good oral communication skills and the ability to communicate well with a wide cross section of people including members of the public, statutory and non-statutory agencies.
  • The ability to work flexibly with a variety of agencies and to earn and maintain the trust of volunteers and the people with whom the organisation works. 
  • The ability to give and receive feedback objectively and sensitively and a willingness to challenge constructively.
  • A commitment to continuing professional development including a willingness to develop knowledge and skills.  
  • Good ICT skills and the ability to ensure the best use of IT systems and packages in the delivery of training and the recruitment and support of volunteers.  
  • Regular use of a car for work purposes.


  •  The Citizens Advice ‘Certificate in Generalist Advice’ or equivalent.

Further Details

Further Details – Volunteer Coordinator

Normal hours of work for a full-time worker are Monday to Thursday 9.00am to 5.00pm and Friday 9.00am to 4.30pm including a 30 minute unpaid break.

Full-time employees are entitled to 36 days annual leave (including bank holidays).

Travel expenses will be paid on authorised business.

If you would like an informal discussion about the role please contact Sarah Hall, in the first instance to arrange this, using the contact details below.

Completed applications (CV’s will not be accepted) should be returned using the details below:

Contact Information

Sarah Hall
Citizens Advice Northumberland (Ashington Office)
89-91 Station Road
NE63 8RS


Alternatively completed applications can be emailed to sarahhall@citizensadvicenorthumberland.org.uk

Please ensure that you receive a read receipt.