Telephonist

Entry Requirements:

You can get into this job through:

• a college course
• an apprenticeship
• applying directly

Entry requirements:

College

You could take an introductory course like:

• Level 1 Certificate in Customer Service
• Level 2 Certificate in Contact Centre Operations

Entry requirements:

Apprenticeship

You could do an intermediate apprenticeship in customer service.

Entry requirements:

• some GCSEs, usually including English and maths, or equivalent, for an intermediate 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.

Required Skills:

Digital skills : to be able to carry out basic tasks on a computer or hand-held device

Skills:

• customer service skills
• patience and the ability to remain calm in stressful situations
• to be flexible and open to change
• to be thorough and pay attention to detail
• the ability to work well with others
• excellent verbal communication skills
• administration skills
• a desire to help people
• knowledge of English language
• active listening skills
• knowledge of media production and communication
• the ability to think clearly using logic and reasoning
• the ability to understand people’s reactions
• the ability to accept criticism and work well under pressure
• thinking and reasoning skills
• concentration skills
• the ability to read English
• the ability to work well with your hands
• broadcasting and telecommunications knowledge
• maths skills

What you'll do:

Telephonists, or switchboard operators, answer and connect calls and take messages.

Your day-to-day tasks will vary depending where you work. You could:

• answer and connect calls using a computerised switchboard system
• test lines and report faults
• update directories
• take and pass on messages
• carry out basic administration tasks
• work in a team with 'front of house' staff

Location : You could work in a contact centre, in a reception area or in an office.

Salary:

Starter : £15,000
Experienced : £24,000

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 you could apply for work as an administrator, customer services specialist or customer services supervisor.