Macmillan Cancer Support welfare advice service - administrating support

Citizens Advice in West Sussex (North, South, East)

Register your Interest

Do you have customer service or admin skills and experience? Do you have an empathetic nature?  Are you looking for a long term volunteering role? Can you volunteer for one day a week (or two half days)? If so, please read on... 

Cancer can radically alter the financial circumstances of those affected by it. People may be unable to work at a time when they face many extra expenses. This is why Macmillan Cancer Support and Citizens Advice have joined forces  to provide welfare benefits advice to people affected by cancer.

Our team of caseworkers and volunteers advise cancer patients about the benefits and grants they are entitled to and help with claiming them. This work can take a huge weight off patients' minds at a time when they are most vulnerable.

We need more volunteers to help us provide this service. We are looking for friendly, warm and empathetic people to support the case workers by having the initial contact with our clients. 

You will be someone whose friendly, attentive nature could flourish in this supportive, client-facing position, where you will be able to apply the sensitivity required when handling delicate cases. This will be a rewarding role to someone who is passionate about helping to improve the lives of those going through a tough time.

Your tasks will be to:

  • Provide a point of contact for clients, assessing their need, provide initial support and advice and referral for further support.
  • Assess and triage referrals using an holistic approach, providing initial support, signposting and referring internally and externally as needed including accessing emergency grants.
  • Build an accurate, factual and clear client profile and present case records following case management processes ensuring the case management systems are up to date and processes followed to meet Citizens Advice quality framework.
  • Undertake and complete training identified to meet the competency of the role including advisor level 2. 


Specific qualifications are not required to train for the role although some customer service experience is desirable.

We are looking for people who:

  • Understand and empathise with clients from a diverse range of backgrounds. 
  • Understand working with vulnerable clients; are resilient and able to actively listen to assess and understand the client issue and appropriate next steps.
  • Are committed to continuing professional development.
  • Have excellent communication skills both in writing and verbally, able to communicate with a range of audiences and at different levels.
  • Have excellent organisation skills, with attention to detail.
  • Are able to independently use a range of IT applications, software and Microsoft Office. 

We pride ourselves on having a diverse workforce and welcome all applications from people with all range of abilities for the skills that they bring.


All our volunteers get something different from their volunteering experience.  Some of the benefits include:

  • Making a real difference to people's lives - including helping them deal with the additional worry and pressures created by cancer.
  • The chance to connect with new people and learn a lot about the community you live in.
  • Being part of a friendly and enthusiastic team of volunteers and staff with a shared purpose.
  • Training, development and experience to help strengthen your CV.

Practical Considerations

You may be required to work from home and one of our local offices, supported by a Macmillan caseworker.

You will need your own IT equipment and access to Wi-Fi. We provide digital training and ask you to be pro-active when elements of this are self learning. There will also be training on the job by specialist staff members.

When do I need to be available?

Details We ask our Volunteer MacMillan Administrating Support to volunteer for at least 1 day a week, this may be split into half days. We are looking for volunteers for Monday, Tuesday or Friday. This is a long term volunteer role that requires a minimum of 12 month commitment.
Morning Afternoon Evening

Where does this role take place?

Register your Interest

  • Details
  • Disabled Access
  • Equal Opportunities Policy or Statement
  • Expenses
  • Health and Safety
  • Induction
  • Insurance Cover for Volunteers
  • Suitable for 13 - 16 years
  • Suitable for 16 - 18 years
  • Suitable for a group of volunteers
  • Support on Offer
  • This role is adaptable for different abilities
  • Training