I initially joined Citizens Advice in Canterbury last year as an adviser, in order to gain practical experience to supplement my law conversion course and gain experience in helping local people with their queries. I gave advice within key areas such as housing, family, employment, consumer and welfare benefits.
The training was incredibly comprehensive and took me several months to complete, which built my understanding and confidence ready for client advice sessions. I also spent time on the reception phone line answering simple queries and directing clients to the relevant third parties. This was fundamental in building up my client communication skills and getting a sense of the issues that locals in the Canterbury area face every day.
When it came to telephone, email, and face-to-face advice sessions, I was initially nervous to begin with, but the Canterbury team was incredibly supportive and did not rush me into advice sessions before I was ready. After building up experience on the reception line, I felt prepared for my first session and made sure to do plenty of research prior. My supervisor was also on hand whenever I had questions or doubts, and although the Canterbury office can be busy at times, I was never made to feel like I was taking up too much time or asking silly questions. It was incredibly rewarding to help clients feel empowered to take the first steps towards solving their queries, and designing a comprehensive plan for their next steps. The feedback I received after each case and write-up report was always carefully tailored and helped me develop quickly.
All in all, the skills that I learnt at Citizens Advice were invaluable. Namely, client communication, detailed report writing, and the ability to explain complicated concepts in a digestible way. These skills not only helped me develop professionally, but also helped my applications for full-time employment and ultimately helped me land an offer of employment with my top choice local law firm, Furley Page. I am confident that I will be able to bring the skills I learnt at Citizens Advice from day one. Ensuring that each client felt respected and listened to was paramount throughout my time at Citizens Advice, and I will carry this into my professional career in law. Although I am excited for the next chapter, I will always be grateful for my time at Citizens Advice and the kind and understanding team that supported me throughout my development.
Anna, former volunteer adviser at Citizens Advice Canterbury office