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Job Description

Call Centre Assistants call or receive calls from potential and existing clients and use CRM software to deal with their queries, enquiries or complaints. They may be set customer service targets which will be monitored by the customer service manager.

Entry Requirements

You can get this job through:


You can start by doing a course like Business and Customer Service Level 3.

The following local colleges offer courses in Customer Service:

You usually will need 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course.

Or your local 6th form may offer a relevant course.


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

You'll usually need some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship.

Click here to search for an apprenticeship.

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.

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.

Career Path and 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.

Related careers you may be interested in:

  • Telesales executive
  • Customer service assistant
  • Customer services manager
  • Emergency medical dispatcher
  • Financial services customer adviser

Required Skills

  • Excellent communication skills
  • good telephone manner
  • confident
  • able to work independently as well as part of a team
  • good IT skills
  • the ability to deal with all types of people

Salary Range

£13,500 to £28,000

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