Customer Service Assistant
What is the work like?
Customer service assistants or advisers help customers, and are often someone's first point of contact with an organisation.
As a customer service assistant, you would handle enquiries and complaints, and depending on your employer you may provide services or sell goods. You could work with customers mainly face-to-face, or you might help them over the phone or by e-mail. Your duties may include:
- answering customer enquiries or passing them on to another department
- giving information and helping to solve problems
- selling products or taking orders
- arranging services for customers, such as booking tickets or setting up insurance policies
- handling complaints, referring to a manager if necessary
- entering customer information onto a computer database
- taking payment for goods or services
- issuing refunds.
Job titles may not always include the words ‘customer service’ – for example, you may be known as a receptionist or call centre agent in your organisation.
What qualifications and experience will employers look for?
You do not need particular qualifications to become a customer service assistant, but you will find it useful to have some experience of dealing with people in person or over the phone.
Employers may prefer you to have some GCSEs (A-E) including English and maths, or other qualifications such as NVQs. Some may consider your 'people skills' and work experience to be more important than academic qualifications.
Larger organisations, especially banks and financial companies, may ask for more GCSEs or higher qualifications such as A levels or BTEC National Certificates/Diplomas.
You may be able to get into this job through an Apprenticeship scheme. The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. For more information on Apprenticeships, visit www.apprenticeships.org.uk.
What further training and development can I do?
You will do most of your training on the job. Larger organisations often have their own structured in-house training programmes.
Your training may include in-house assessment for NVQ levels 2 and 3 in Customer Service, or you may be given day release to take NVQs with local colleges or private training providers.
If your employer is a member of the Institute of Customer Service (ICS), you may also be able to work towards the ICS Professional Awards in Communication, Solutions and Innovations.
With experience, you could progress to customer services manager, and may have the chance to take NVQ Level 4 in Customer Service, and other general management qualifications (see the Customer Services Manager profile for more details).
Where can I go for more information?
Fourth Floor93 Newman Street
London
W1T 3EZ
Tel: 0800 093 5001
St Peters' St
Colchester
Essex
CO1 1EW
Tel. 01206 571716
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What salary and other benefits can I expect?
- Starting salaries are usually around £12,000 a year.
- With experience, salaries can be £13,000 to £18,000 a year.
Bonuses or commission may also be available in some sectors like retail, sales or banking.
Figures are intended as a guideline only.
What are the hours and working conditions?
In a full-time job, you would usually work between 35 to 40 hours a week. Shift work including evenings and weekends is common in the retail, leisure and contact centre industries. Part-time work is very common.
You could work from a counter or till, an office or a customer services desk. Depending on the type of work you do, you may use a computer and telephone (possibly with a headset). You may spend most of your time sitting or standing in one place. The working environment can be very busy.
You may need to wear a uniform in many jobs, particularly if you deal with customers face-to-face.
What skills and knowledge will I need?
- a genuine interest in helping customers
- excellent communication skills
- the ability to work as part of a team
- a polite, tactful and friendly attitude
- patience and calmness under pressure
- the ability to handle complaints and difficult situations
- computer and administrative skills
- basic mathematical skills.
What opportunities are there?
You could work for large or small companies in all kinds of employment sectors, including retail, banking and insurance, travel and leisure, telecommunications, manufacturing, local government and other public sector organisations.
Jobs may be advertised in local newspapers, Jobcentre Plus, recruitment agencies, by employers themselves (online or in-store) or on the ICS Jobs Board.
With experience, you could progress to team leader, customer services manager, or (depending on the type of employer) into sales or account handling. Good customer service skills are in demand in all industries, so you could also use your skills to move into other careers.
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