Remote opportunity

• 2-4 hours per quarter
• 1-2 hours per month

3 positions available

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The Citizens Advice Operations Team are on a journey to explore different approaches to service delivery. While some of these are likely to be through one-to-many solutions, one-to-one advice still holds a prominent place in their offer, and contact centre delivery is currently a key part of that provision. They seek expertise from Aviva to discuss the manner in which modern commercial contact centres are envisaged, stood-up and delivered - to allow Citizens Advice to understand best practice and the benefits of such approaches, and implement elements of this into day-to-day operational delivery and future service design and requirement specifications.

Why?

Citizens Advice aims to give people the knowledge and confidence to find their way, whoever they are, whatever their problem. To do this effectively, at a time when they continue to experience record-breaking demand for their services, they’re exploring different approaches to operational delivery and service design. As contact centre delivery is a core aspect of the work we do at Aviva to best assist our customers and meet demand, we are in a privileged position to support our partners as part of our purpose to be here today for a better tomorrow.

We're looking for employee volunteers who have oversight of, and significant experience in, contact centre delivery functions and would love to utilise some of their volunteering leave to support Citizens Advice.

Everyone gets something different from their volunteering experience. As a corporate volunteer with Citizens Advice this includes the opportunity to:

• develop your understanding of Citizens Advice and the scope of the work we do
• directly support and add resource to Citizens Advice and inform our work as an organisation, helping us fulfil our purpose of shaping a world where people face far fewer problems.
• build on existing skills and progress personal development
• develop networks across the largest independent advice and advocacy charity in England and Wales

More people than ever need our help. Last year this included:

• 1.8 million people using our phone services
• 729,000 people helped by email
• 166,000 supported through webchat

As demand for our services continues to increase we're exploring new ways to try and meet demand. Your support as a Critical Friend in Contact Centre Design and Delivery will enable us to explore new approaches to day-to-day operational delivery and future service design, to enable us to help more of the people who need us. 

Find out more about all our impact in the latest Citizens Advice impact report.

For virtual meetings it is expected that colleagues will have access to a device and internet connection. 

At Citizens Advice you can expect a welcoming and inclusive environment that is free from discrimination. We aim to ensure there's something for everyone when it comes to volunteering with Citizens Advice and we strive to offer:

• Remote and face-to-face opportunities
• Short and long term time commitments
• Flexible opportunities that can be undertaken at a time that best works for you

We endeavour to work with volunteers and provide the support you need to enable you to participate in the role. If you have questions about accessibility please email our Corporate Volunteering Lead, Samantha Hipkiss, via [email protected] 

How much time will it take? 

The role is flexible to fit around the schedule of the Aviva expert volunteer. We estimate the volunteer would need to offer a minimum of 8 hours support over a 12-month period within traditional office hours (09:00 – 17:00)

Further information

Following an initial exploratory meeting, Aviva and Citizens Advice colleagues will work together to agree subsequent meetings which might involve more specialised input (Resourcing and MI leads, for example).

On-site visits of respective contact centres may also prove beneficial, to see how services are delivered in person and encourage more aligned discussions within the context of respective operational delivery.

Further volunteering opportunities

If you're interested in our wider volunteering opportunities at Citizens Advice please visit the Volunteering section of our public website. Please note that opportunities featured on our public website our standard volunteering roles and not corporate volunteering.