Customer service assistants deal directly with customers in almost every kind of organisation. They handle enquiries and complaints, sell goods and services, and are often the first point of contact with an organisation.

Some customer service staff work mainly with customers face-to-face, others deal with customers on the phone or by e-mail. Duties can vary depending on the type of employer, but the work 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, some customer service staff may be known as receptionists or call centre agents in their organisation.

Hours and Environment

As a full-time customer service assistant, you will usually work 35 to 40 hours a week. Shift work is common because many retail outlets, leisure services and contact centres often open late in the evenings (in some cases 24 hours a day), six or seven days a week. Part-time work is very common.

You could work behind a counter or till, at a reception desk or in an office. 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 be given a uniform to wear if you work with customers face-to-face.

Skills and Interests

To be a customer service assistant you 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.

Entry

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.

Some employers may prefer you to have some GCSEs (A-E)/S grades (1-5), preferably including English and maths, or other qualifications such as NVQs/SVQs. Other employers 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/S grades or higher qualifications such as A levels/Highers or BTEC National Certificates/Diplomas.  

You may be able to get into this job through an apprenticeship scheme. Funding for apprenticeships is available for 16-24 year olds and some over-25s. To find out more, visit www.apprenticeships.org.uk. For information about apprenticeships in other parts of the UK, see Scotland, Wales and Northern Ireland.

Training

You will usually be trained on the job by your employer. Larger organisations often have their own structured in-house training programmes. 

Your training may include in-house assessment for NVQ/SVQ Levels 2 and 3 in Customer Service, or you may be given day release to take NVQs/SVQs 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/SVQ Level 4 in Customer Service, and other general management qualifications (see the Customer Services Manager profile for more details).

Opportunities

As a customer service assistant, you could work for large or small companies in all kinds of employment sectors, including:

• retail
• banking and insurance
• leisure and tourism
• IT and telecommunications
• manufacturers and wholesalers
• transport
• local government and other public sector organisations.

Jobs may be advertised in local newspapers, Jobcentre Plus, recruitment agencies and by employers on their own websites or in-store.

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.

Annual Income

Figures are intended as a guideline only.

Starting salaries are usually around £10,000 to £12,000 a year.
Experienced customer service assistants can earn £13,000 to £18,000 a year.

In some sectors like retail, sales or banking, bonuses or commission may also be available.

Further information

40 Duke Street
London
W1A 1AB
Tel: 0800 093 5001 2 Castle Court
St Peters' St
Colchester
Essex
CO1 1EW
Tel. 01206 571716