Seventy five per cent of the people who work for Citizens Advice are volunteers. We simply wouldn’t be here for our clients without them.

What are we looking for?

Our volunteers come from a range of backgrounds and we welcome applications from disabled people, people with physical or mental health conditions, LGBT+ and non-binary people, and people from Black Asian Minority Ethnic (BAME) communities.

All we ask is that you are able to commit to a minimum of half a day’s volunteering a week for at least six months, enjoy helping people, are a good communicator, and committed to equal opportunity for all.

Details about our volunteer roles can be found below. To be contacted with information about how to apply, please complete the form at the bottom of the page.

Generalist Adviser

The Generalist Adviser’s primary role is to interview clients, effectively identify the level of help they require, and provide relevant information to enable them to find a way forward.

Advisers use the Citizens Advice Information System to find, interpret and communicate relevant information. They research and explore options and implications so the client can make informed decisions.

Advisers assist by negotiating with people such as creditors or service providers, drafting letters, making phone calls on their client’s behalf and when required, referring them to other specialist agencies.


The Receptionist is the first face to face contact that our client has on their advice journey and this role plays a critical part in ensuring that they are made to feel welcome. The role involves:

  • Greeting clients and other visitors
  • Handing out Client Registration Forms and answering form related questions
  • Answering the phone
  • Ensuring clients know what is happening and how long they will have to wait
  • Explaining the services available
  • Pointing out leaflets, lists and self-help materials
  • Monitoring client numbers and waiting times
  • Maintaining the reception area
  • Entering information into computer systems
  • Postage related duties including distribution, franking and recording

Research & Campaigns

As a research and campaigns volunteer you will:

  • identify common, or unfair, problems that clients come for help about 
  • help volunteers and staff in the local Citizens Advice understand the cause of the problem, how it affects clients, and what change would solve the problem
  • help to organise a campaign with the aim of raising awareness of the problem
  • help national Citizens Advice carry out research about how certain issues affect clients in your local area

If you are interested in becoming a research and campaigns volunteer and would like to discuss flexibility around location, time, what you will do, and how we can support you please contact us. 


Administrators assist with the smooth running of our service by:

  • Word processing
  • Managing files
  • Using databases and spreadsheets
  • Answering emails and phone calls
  • Updating local information
  • Researching

Contact us for more information

About Us

We are an independent charity providing free, impartial and confidential advice to people living in Burnley, Nelson, Barnoldswick and Colne. We exist to help people find a way forward, whoever they are, whatever their problem.

More About Us


0800 144 8848
9 am – 5 pm Mon – Fri

Help to Claim

0800 144 8444
8 am – 6 pm Mon – Fri

More Ways to Get In Touch

Drop By

61-63 Every Street
Nelson, BB9 7LT

Calico Building
Centenary Court
Croft Street
Burnley, BB11 2ED

Direction and Maps

Burnley and Pendle Citizens Advice; Charity Registration Number 1111611, Company limited by guarantee, Registered Number 5540011 England, Registered office 61/63 Every Street, Nelson, Lancashire, BB9 7LT, authorised and regulated by the Financial Conduct Authority, Authorisation Number: FRN:617529. ICO Registration No:- ZA369391.