Financial services call centre operators work in telephone contact centres for banks, building societies and other companies that offer financial services. Job titles vary, and they are often known as customer service advisers. They deal with customer enquiries and promote financial products, either through receiving incoming calls or making outbound calls.

Advisers may deal with straightforward enquiries such as confirming account balances, or they may advise on more complex matters such as dealing with disputed items on a credit card bill.

They must follow procedures set by their employer, such as asking security questions to confirm a customer’s identity. They use computer databases to access customer information and update accounts. Advisers may also have to deal with complaints or sell financial products to customers.

Hours and Environment

Most operators work 35 to 40 hours a week. Financial services contact centres are often open late into the evening and operate six or seven days a week, so evening and weekend shift work is common. Part-time work is also available.

Most people work in large offices with individual computers and a headset telephone. The headset telephone keeps hands free to input details into the computer.

Skills and Interests

To work as a financial services call centre operator, you should:

• have excellent telephone communication skills
• be able to work well under pressure
• be confident in explaining financial matters to customers
• be able to deal with all kinds of customers and offer a patient and professional service
• work accurately and pay attention to detail
• have computer skills.

Entry

You do not need any specific qualifications for contact centre work. Some employers may ask for GCSEs/S grades in English and maths, or equivalent qualifications.

Employers look for personal qualities such as confidence and a good telephone manner. You will usually need experience of customer service or office work. You will also need some computer skills. Interviews often include practical telephone and keyboard tests.

Many colleges offer pre-employment qualifications in call centre techniques, such as:

• E-Skills UK Call Centre Pathway (City & Guilds (4423) Level 1 Certificate of Introduction to the Contact Centre Industry)
• NCFE Level 1 Certificate in Contact Centre Techniques
• City & Guilds Certificate in Contact Centre Skills
• BTEC Level 1 Award in Introduction to Contact Centres.

These courses are not essential, but you may find them useful if you are new to the call centre industry.

If you are aged 16 to 24 you may be able to enter through an apprenticeship scheme. See Training for further details.

Training

You will be trained on the job. Employers will usually organise in-house training including telephone skills, product knowledge and company procedures.

You may be able to work towards relevant NVQs/SVQs for people employed in contact centres, such as:

• NVQ/SVQ Levels 1 and 2 in Contact Centre Operations
• NVQ/SVQ Levels 2 and 3 in Telesales.

Alternative qualifications include the Customer Service Professional, awarded by the Institute of Financial Services, which covers financial knowledge and working in the contact centre environment. In Scotland, the Chartered Institute of Bankers in Scotland offers the Certificate in Telephone Banking.

You may need to take further specialist training and qualifications for some jobs such as mortgage advice or insurance. This is because you must meet the Financial Services Authority's training and competence standards to work in some areas of financial services.

With experience, you may progress to become a supervisor or manager, and take further qualifications such as:

• NVQ/SVQ Contact Centre Professionals Levels 3, 4 and 5
• in Scotland, the Diploma in Call Centre Management, awarded by the Chartered Institute of Bankers in Scotland.

For detailed information on contact centre qualifications, see the e-skills UK website.

You will have continuous training for new financial products and procedures throughout your career.

Apprenticeships may be available for those under the age of 24. In England these are currently Apprenticeships (level 2) and Advanced Apprenticeships (level 3). To find out more about these, visit www.apprenticeships.org.uk

Apprenticeships may be different in other areas. For further information see Scotland , Wales and Northern Ireland

Opportunities

After gaining experience it is possible to move into other roles within a call centre such as training or management. It may also be possible to move into other roles within finance such as pensions administration or financial advice.

Annual Income

These figures are a guideline only.

Financial services call centre operators may start on £10,000 to £14,000 a year.
Experienced operators and team leaders could earn £15,000 to £22,000.

There may be extra payments for commission or bonuses based on personal or company performance.

Further information

IFS House
4-9 Burgate Lane
Canterbury
Kent
CT1 2XJ
Tel: 01227 818609
51 Gresham Street
London
EC2V 7HQ
Tel: 0845 257 3772
25 The North Colonnade
Canary Wharf
London
E14 5HS
Tel: 020 7066 1000
Tel: 020 7294 2800
Drumsheugh House
38b Drumsheugh Gardens
Edinburgh
EH3 7SW
Tel: 0131 473 7777
1 Castle Lane
London
SW1E 6DR