Call centre operator
Call centre operators answer enquiries from customers by telephone, email, webchat, text and post.
What you'll do
Day-to-day tasks
Depending on your role, you could:
- answer calls, emails and web chat enquiries from customers
- make telesales and market research calls to new and existing customers
- deal with customer orders, card payments, enquiries and complaints
- advise about products and services
- support customers to fix computer problems
- offer counselling, welfare and benefits advice, legal information or help with careers
- update 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 or manager.
Depending on your interests and experience, you could also move into human resources, resource planning, marketing and training.
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
How to become
You can get into this job through:
- a college course
- an apprenticeship
- applying directly
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
You could get into this job through an intermediate customer service practitioner or advanced customer service specialist apprenticeship.
Entry requirements
You'll usually need:
- 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
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.
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.
Professional and industry bodies
You can join the The Institute of Customer Service to access training and meet other people working in customer service roles.
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External links
This page contains public sector information licensed under the Open Government Licence v3.0.