Receptionists are the first and vital point of contact for our clients and play a vital role in providing a welcoming and friendly environment. Clients visit the bureau with a variety of enquiries and approaches. It is a crucial role which provides a welcoming, friendly and helpful service to all. The receptionist’s role is to staff the bureau’s reception desk during opening hours. Main Duties of the Role:

● Operate the reception and provide information.

● Welcome clients coming into the waiting room and keeping them informed of approximate waiting times. Managing the waiting room and initial paperwork is key to putting clients at ease and setting the mood.

● Explain waiting times and procedures to clients.

● Provide information about the CAB and other advice services to clients from a diverse range of backgrounds and cultures.

● Work collaboratively with other colleagues involved in the advice work process.

● Provide a service that is based on sensitivity and respect for clients.

● Acknowledge children and / or any special needs and take appropriate action.

● Maintain confidentiality about clients and their contact with the bureau.

● Liaise with the Initial Triage Worker regarding incoming clients.

● Liaise with the Advice Session Supervisor keeping him / her aware of the situation in the waiting room i.e. client waiting times, numbers of clients waiting and any problems that may be arising.

● Work within agreed bureau systems and procedures.

● Process client information collected at the reception.

● Provide client with information where appropriate, including details of other agencies, and point out leaflets / fact sheets.

● Supporting clients to use our online information kiosks to access information on our public website.

● Assist clients, where required to use the online feedback form.

● Create, maintain and archive paper and electronic filing systems in accordance with the bureau's systems and procedures.

● Liaise with advice staff regarding support for individual clients.

● Maintain online and other electronic appointment diaries.

● Maintain statistics and collate and produce reports to a prescribed format.

● Help to keep the waiting room tidy and safe.

● Use IT for record keeping.

● Making tea/coffee for the team and washing up.

● Checking and maintaining supplies of tea, milk, biscuits etc.

The receptionist may also carry out some or all of the following administrative and general tasks:

● Photocopying.

● Helping to maintain filing systems.

● Opening and booking in incoming post.

● Recording Outgoing Post.

● Making calls to clients - confirming appointments or following up on appointments.

● Answer the telephone and refer calls or take messages.

● Check that waiting room leaflets and fact sheets are correctly displayed.

● Shredding papers.


Receptionists need to

● Understand and actively support the aims and principles of the CAB service and its anti-discrimination and equal opportunities policies.

● Sign and work within CAB confidentiality policy.

● Be able to work on own initiative and prioritise own work.

● Have some experience of using information technology and a willingness to use databases and websites with appropriate training.

● Have good interpersonal skills, in particular, tact and sensitivity when dealing with clients.

● Have a flexible approach and be willing to work as part of a team.

● Be willing to take part in relevant training sessions.


Receptionists are responsible to the manager and Advice Session Supervisor. You will need to keep up to date with what is happening in the bureau by reading the Receptionist briefing notes and checking emails time you are in the bureau.

We appreciate the time you are giving as a volunteer and hope that you will find the work rewarding.


  • Accessibility
    We are based on the 1st Floor of Fareham Library. There is a lift to the 1st floor. We are happy to discuss individual needs and will endeavor to meet those needs.
  • Age restrictions
    roles are available to anyone over 16 years. There is no upper age restriction.
  • DBS check required
  • Equal Opportunities Policy
  • Expenses reimbursed
    Parking costs and travel expenses within the borough of Fareham are reimbursed
  • Health and Safety Policy
  • Ongoing support
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance
  • Written role description

When can I volunteer?

Mon Tue Wed Thu Fri Sat Sun
Morning No Yes No No Yes No No
Afternoon No No No No No No No
Evening No No No No No No No

Availability Details

Receptionists are encouraged to attend monthly team meetings and read daily briefings to keep up to date with all aspects of the Bureau’s operation. The Bureau is open to members of the public from 10:00 am-4:00 pm Monday to Friday and reception cover is needed during these times. Hours volunteered are negotiable; usually a minimum of one half day per week. Expenses are paid monthly for travel and parking.


First Floor, Fareham Library
Osborn Road
PO16 7EN

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