Call Centre Operator

Typical Salary

£13,500 To £28,000

Typical Hours

38 to 40 a week

evenings / weekends / bank holidays on shifts

How To Become a Call Centre Operator

You can get into this job through:

a college course
an apprenticeship
applying directly

College / University

You can start by doing a course like:

Level 1 Certificate for Introduction to Customer Service
Level 2 Certificate in Contact Centre Operations

Apprenticeship

You could get into this job through a customer service practitioner or contact centre operations intermediate apprenticeship.

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

Routes into this Career

Routes into this Career are not listed for this job.

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.

Other Routes

Other Routes are not listed for this job.

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

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.

Career Path & 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.

Volunteering Opportunities

Volunteering Opportunities are not listed for this job.

Tips & 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.

Restrictions & Requirements

Restrictions & Requirements are not listed for this job.