Rob’s Journey: From Volunteer to Advice Centre Supervisor

March 28, 2025

In May 2017, I took a step that would change my life and career path, I became a volunteer for Citizens Advice County Durham in Spennymoor. At the time, I was looking for a way to give back to my community, develop new skills, and make a tangible difference in people’s lives. Citizens Advice stood out as the perfect opportunity to do just that. The ability to provide free, impartial advice to those in need resonated deeply with me, and I knew that by volunteering, I could play a small but meaningful part in helping people navigate life’s challenges.

Becoming a generalist adviser

Starting as a Generalist Adviser, I quickly immersed myself in learning about the many issues people face daily, from family and housing concerns to employment rights and benefits support. The role was both challenging and rewarding, pushing me to develop problem-solving skills, empathy, and resilience. In 2018, after completing my training, I gained my Generalist Certificate; a milestone that marked my transition into a more confident and capable adviser.

Transitioning to a paid role

My passion for the work and the satisfaction of helping clients find a way forward led me to pursue a full-time position with Citizens Advice. In 2019, I became a Universal Credit Support Adviser on the Help to Claim team. This role was especially crucial as Universal Credit was a significant change in the benefits system, leaving many people confused and struggling to access the support they were entitled to. Working directly with clients, I guided them through the claims process, ensuring they received the right assistance at the right time.

Expanding my role: Volunteer Network Coordinator

In 2022, I took on a new challenge as the Volunteer Network Coordinator. This position was incredibly fulfilling as it allowed me to focus on one of the core strengths of Citizens Advice, our volunteers. I became responsible for volunteer recruitment, ensuring that new volunteers felt welcomed, supported, and prepared to undertake their roles. Seeing people come in with a desire to help, then watching them grow into knowledgeable and confident advisers, was one of the most rewarding aspects of my job.

Leading the way: Advice Centre Supervisor & Engagement & Marketing Lead

October 2023 marked another significant step in my journey when I became an Advice Centre Supervisor. This role allowed me to support and mentor our volunteers, ensuring they provided good quality advice and support to clients. I worked closely with our team to maintain the high standards that Citizens Advice is known for, helping clients find a way forward with their problems.

Alongside my supervisory role, I also took on the position of Engagement & Marketing Lead. This dual role allows me to continue overseeing volunteer recruitment while also promoting the work of Citizens Advice within the community. I find great joy in seeing volunteers begin their journey with us, supporting them as they become qualified advisers, and witnessing their growth as they choose the roles that best fit their strengths and interests.

Why I chose to volunteer with Citizens Advice

Reflecting on my journey, I realise that volunteering with Citizens Advice was one of the best decisions I ever made. I chose this path because I wanted to help people, make a real impact in my community, and be part of an organisation that values fairness, support, and empowerment. The knowledge and experience I have gained, the incredible people I have met, and the positive changes I have witnessed in clients’ lives continue to inspire me every day.

For anyone considering volunteering, I encourage you to take that step. Whether you’re looking to develop new skills, gain experience, or simply make a difference, Citizens Advice offers an opportunity like no other. You never know where the journey might take you, I started as a volunteer and now play a key role in shaping the experience of new volunteers and ensuring our clients receive the advice they need.

If you’re thinking about volunteering or need support, Citizens Advice County Durham is here for you. I’m proud to be part of a local charity that stands by people when they need it most, and I look forward to continuing to make a difference.

Categories: Staff & Volunteers, Success Stories, Volunteer Recruitment