Sales adviser, contact centre agent
Financial services customer advisers work in contact centres for banks, insurance, investment and credit companies.
Salary Range: £14,000 to £60,000
You can get into this job through:
- a college course
- an apprenticeship
- working towards this role
- applying directly
You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant subjects include:
- Level 1 Award for Introduction to Customer Service
- Level 2 Certificate in Customer Service
- Level 2 Certificate in Contact Centre Operations
You’ll usually need:
- 2 or fewer GCSEs at grades 3 to 1 (D to G), or equivalent, for a level 1 course
- 2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a level 2 course
You can get into this job through a financial services customer adviser intermediate apprenticeship.
You’ll usually need:
- some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
You could start as an admin assistant with a company and move into financial services work by training on the job.
You could apply directly to become a financial services customer adviser. It will help if you have:
- GCSEs, including English and maths, or equivalent
- computer and keyboard skills
- experience of customer service, cash handling or office work
Skills and knowledge
- to be thorough and pay attention to detail
- customer service skills
- the ability to work well with others
- patience and the ability to remain calm in stressful situations
- the ability to accept criticism and work well under pressure
- ambition and a desire to succeed
- the ability to sell products and services
- maths knowledge
- to be able to carry out basic tasks on a computer or hand-held device
Restrictions and requirements
You’ll need to:
- pass enhanced background checks
Most employers will expect you to have a credit check to confirm that you don’t have any outstanding debts which could prevent you from working in financial services.
Your day-to-day duties may include:
- dealing with other businesses, private or company investors or members of the public
- using computerised systems to access customer information and update account details
- answering customers’ questions
- providing straightforward information or dealing with complex enquiries
- processing payments and withdrawals
- keeping accurate records
- promoting financial products and services
- handling complaints or referring them to a supervisor
- referring customers to staff to sell financial products
You could work in an office.
With training and qualifications, you could specialise in mortgage advice, pensions work or financial advice.