Call centre operator

Retail and Sales Career Profiles from The CV Writer - Creating Brand YOU - #creatingbrandYOU

Contact centre operator, call centre assistant

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

Salary range: £13,500 to £28,000

The CV Writer Career Advice Guides. Helping you write a CV, guiding you to a career. Norwich, Norfolk, UK.

How to become a call centre operator

You can get into this job through:

  • a college course
  • an apprenticeship
  • applying directly
The CV Writer Career Advice Guides. Helping you write a CV, guiding you to a career. Norwich, Norfolk, UK.

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

The CV Writer Career Advice Guides. Helping you write a CV, guiding you to a career. Norwich, Norfolk, UK.

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, or equivalent, for an intermediate apprenticeship

More information

The CV Writer Career Advice Guides. Helping you write a CV, guiding you to a career. Norwich, Norfolk, UK.

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.

The CV Writer Career Advice Guides. Helping you write a CV, guiding you to a career. Norwich, Norfolk, UK.

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.

The CV Writer Career Advice Guides. Helping you write a CV, guiding you to a career. Norwich, Norfolk, UK.

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.