Call centre operator

Entry Requirements:

You can get into this job through:

• a college course
• an apprenticeship
• applying directly

Entry requirements:

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:

Apprenticeship

You could get into this job through an intermediate customer service practitioner or advanced customer service specialist apprenticeship.

Entry requirements:

• 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

DirectApplication

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.

Required Skills:

Digital skills : to be able to use a computer and the main software packages competently

Skills:

• 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
• administration skills
• knowledge of English language
• knowledge of computer operating systems, hardware and software
• a desire to help people
• the ability to read English
• thinking and reasoning skills
• the ability to think clearly using logic and reasoning
• maths knowledge
• persuading skills
• concentration skills
• knowledge of media production and communication
• the ability to work well with your hands

What you'll do:

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

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

Location : You could work in a contact centre.

Salary:

Starter : £15,000
Experienced : £28,000

These figures are a guide

Working hours:

38 - 40 hours a week

Working Pattern is evenings / weekends / bank holidays on shifts

Career Path:

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.