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Call centre operator
Contact centre operator, call centre assistant
Call centre operators answer enquiries from customers by telephone, email, webchat, text and post.
Average salary (a year)
£15000
Starter
£28000
Experienced
Typical hours (a week)
38.0 to 40.0 hours
a week
Work Hours
evenings / weekends / bank holidays
on shifts
How to become
Explore the different ways to get into this role
You can get into this job through:a college course; an apprenticeship; applying directly
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.
    Apprenticeship
    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
    equivalent entry requirements|https://www.gov.uk/what-different-qualification-levels-mean/list-of-qualification-levels
    guide to apprenticeships|https://www.gov.uk/apprenticeships-guide
    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.
    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.
    What it takes
    Find out what skills you’ll use in this role
    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
    Digital Skills Level
    to be able to use a computer and the main software packages competently
    What you will do
    Discover the day-to-day tasks you’ll do in this role
    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 & Progression
    Look at progression in this role and similar opportunities
    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.
    Job profile data provided by The National Careers Service.
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