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.
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
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:
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