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Customer service assistant

Alternative titles for this job include Customer service adviser, call centre worker

Customer service assistants respond to customer enquiries about products and services, and handle feedback and complaints.

Average salary (a year)

£20,000 Starter

to

£30,000 Experienced

Typical hours (a week)

37 to 40

You could work

evenings / weekends / bank holidays on shifts

How to become

Explore the different ways to get into this role.

How to become

You can get into this job through:

  • a college course
  • an apprenticeship
  • applying directly

College

You can take a college course before applying for a job.

Courses are widely available, including:

  • customer service
  • contact centre operations
  • principles of customer service

Entry requirements

Entry requirements for these courses vary.

More Information

Apprenticeship

You can apply to do an apprenticeship with an organisation, for example:

  • Retail Service, Supply and Administration Level 2 Foundation Apprenticeship
  • Customer Service Practitioner Level 2 Intermediate Apprenticeship
  • Customer Service Specialist Level 3 Advanced Apprenticeship

Foundation apprenticeship

You can apply for a foundation apprenticeship if you're aged 16 to 21.

If you're aged 22 to 24, you can apply if you:

Entry requirements

You'll usually need:

  • no specific qualifications or experience to apply for a foundation apprenticeship
  • some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
  • 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship

More Information

Direct Application

You can apply for jobs directly if you have customer service experience, for example from working in a shop, bank, hotel or contact centre.

Employers will also look for:

  • some GCSEs, including English and maths, or equivalent qualifications
  • good communication skills
  • IT skills
  • a friendly personality

More Information

Professional and industry bodies

You could join The Institute of Customer Service to use their resources and find professional development training opportunities.

What it takes

Find out what skills you’ll use in this role.

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
  • active listening skills
  • administration skills
  • excellent verbal communication skills
  • the ability to accept criticism and work well under pressure
  • to be able to use a computer and the main software packages competently

What you’ll do

Discover the day to day tasks you’ll do in this role.

What you'll do

Day-to-day tasks

As a customer service assistant, you could:

  • answer customer questions by phone, email, webchat, social media or in person
  • explain products, services and policies
  • take orders and check stock availability
  • arrange appointments
  • sell products or services and process payments
  • handle feedback and complaints
  • deal with contract renewals and subscriptions
  • update customer information on a computer system
  • track orders and arrange deliveries or returns

Working environment

You could work in an office, in a contact centre or at a store.

You may need to wear a uniform.

Career path and progression

Look at progression in this role and similar opportunities.

Career path and progression

With experience, you could:

  • become a customer service team supervisor, or be promoted to customer services manager
  • take up a job in training, human resources or marketing
  • move into other areas of a business, like sales or account handling

You can also use your customer service skills to transfer between different industries.

Current opportunities

Find apprenticeships, courses and jobs available near you.

Current opportunities

Apprenticeships In England

Contract Administrator apprenticeship

  • Wage: £16,224 a year Annually
  • Location: Unit 29 Boulevard Factory Estate, Hull

Receptionist/Administrative Apprentice

  • Wage: £14,560 a year Annually
  • Location: The Old Tannery, Wincolmlee, Hull
Find apprenticeships near you

Courses In England

Customer Service

  • Provider: JUNIPER TRAINING LIMITED
  • Start date: Flexible
  • Location: Brierley Hill

Certificate in Customer Service

  • Provider: THE GROWTH COMPANY LIMITED
  • Start date: Flexible
  • Location: Salford
Find courses near you

Jobs In the United Kingdom

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