Reception worker - Frome and Shepton

Citizens Advice Mendip

Name: Reception worker - Frome and Shepton
Organisation: Citizens Advice Mendip
Location: Highfield House, Shepton Mallet, BA4 5BT
Type: Part Time
You could do this role if you are available to volunteer for 3 hours per week for at least 3 months.


Purpose of the role

To welcome clients, provide information and ensure they are dealt with according to bureau systems.

Main duties and responsibilities may include:

•Operate the reception and provide information.
•Welcome clients coming into the bureau contact area.
•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.
•Consult the gateway / advice session supervisor appropriately.
•Work within agreed bureau systems and procedures.
•Answer the telephone and refer calls or take messages.
•Process client information collected at the reception helpdesk.
•Provide client with information where appropriate, including details of other agencies, and point out leaflets / fact sheets from the Citizens Advice website.
•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 stocks of stationery, leaflets and posters, and order from suppliers.
•Maintain online and other electronic appointment diaries.
•Update public information materials and information.
•Maintain statistics and collate and produce reports to a prescribed format.
•Use IT for record keeping.

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Organisation Description

Citizens advice Mendip provides free, independent and impartial advice to individuals across the Mendip District. Our core work is advising and supporting clients in relation to problems with Welfare Benefits, Debts, Housing, Rights at Work and other Legal issues.

We have offices in the five main settlements of Frome, Glastonbury, Shepton Mallet, Street and Wells.


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Cause / Interests


Types of Activity

  • Administration
  • Advice, Information and Support
  • Receptionist

Skills and Qualifications


Personal skills and qualities that a reception worker needs:
•Friendliness and approachability.
•Commitment to the Aims and Principles of the CAB service including the service's equality and diversity policies.
•An understanding of discrimination or the willingness to learn about it.
•Excellent verbal communication skills including telephone skills.
•Good numeracy and literacy skills.
•Ability to access relevant signposting information including electronic and written materials.
•Ability to implement administrative policies and procedures in a busy work environment.
•Good IT skills, including Word, email and internet.
•Flexibility and willingness to work as part of a team.
•Awareness of the potential needs of, and demands placed on, vulnerable clients.

Additional/Specific Suitabilities

Minimum Age: NA
Maximum Age: NA
Disabled Access: Yes
Wheelchair Access: No
Expenses: full out of pocket expenses paid
Restrictions: NA
Induction: yes
Insurance Cover: yes
Special Needs: NA
Offer: NA
Training: yes
Other: NA

Recruitment Method

Application form, Interview, References