Call centre operator

Alternative titles for this job include Contact centre operator, call centre assistant

Call centre operators answer enquiries from customers by telephone, email, webchat, text and post.

Average salary (a year)

£13,500 Starter

to

£28,000 Experienced

Typical hours (a week)

38 to 40 a week

You could work

evenings / weekends / bank holidays on shifts

How to become a call centre operator

You can get into this job through:

  • a college course
  • an apprenticeship
  • applying directly

College

You can start by doing a course like:

  • Level 1 Certificate for Introduction to Customer Service
  • Level 2 Certificate in Contact Centre Operations

Entry requirements

Entry requirements for these courses vary.

More information

Apprenticeship

You could get into this job through a customer service practitioner or contact centre operations intermediate apprenticeship.

Entry requirements

You'll usually need:

  • some GCSEs, usually including English and maths, for an intermediate apprenticeship

More information

Direct application

There are no set requirements for applying directly for jobs, though employers may ask for some GCSEs. Basic computer skills and admin experience can be useful.

If the job requires more specialised knowledge, for example on an IT support helpline or an advice service, you'll usually need a relevant qualification.

More information

Career tips

Employers look for people with personal qualities like confidence and a good telephone manner. Job interviews often include practical telephone and keyboard tests.

Temporary work can be a useful way to get started in this career and can lead to permanent jobs.

What it takes

Skills and knowledge

You'll need:

  • customer service skills
  • to be thorough and pay attention to detail
  • the ability to work well with others
  • sensitivity and understanding
  • patience and the ability to remain calm in stressful situations
  • the ability to accept criticism and work well under pressure
  • excellent verbal communication skills
  • active listening skills
  • to be able to use a computer and the main software packages competently

What you'll do

Day-to-day tasks

Depending on your role, your day-to-day tasks may include:

  • answering calls, emails and web chat enquiries from customers
  • making telesales and market research calls to new and existing customers
  • dealing with customer orders, card payments, enquiries and complaints
  • advising about products and services
  • supporting customers to fix computer problems
  • offering counselling, welfare and benefits advice, legal information or help with careers
  • updating customers' records on computer databases

Working environment

You could work in a contact centre.

Career path and progression

With experience and training, you could progress to team leader and management level.

You could also move into human resources, resource planning, marketing and training.

Training opportunities

Apprenticeships In England

Apprentice Library Assistant (Customer Service Specialist)

  • Wage : £17,364.00 Annually
  • Location: BB7 2DG

Customer Service Level 2 Apprentice

  • Wage : £156.00 Weekly
  • Location: Basingstoke RG21 6YH

Courses In England

NVQ Certificate in Customer Service Level 1

  • Provider: Bedfordshire & Luton Education Business Partnership
  • Start date: 01 September 2019
  • Location: Bedford

City & Guilds NVQ Level 1 Certificate in Customer Service

  • Provider: GREENBANK PROJECT
  • Start date: 01 September 2019
  • Location:

Get help using this service

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