Call centre operator apprenticeships - where to start
You can get into this job through
a college coursean apprenticeshipapplying directly
You can start by doing a course like:
- Level 1 Certificate for Introduction to Customer Service
- Level 2 Certificate in Contact Centre Operations
Entry requirements for these courses vary.
You could get into this job through a Level 2 customer service practitioner or Level 3 customer service specialist apprenticeship. You'll usually need some GCSEs, usually including English and maths, or equivalent, for a Level 2 apprenticeship. You'll need 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for a Level 3 apprenticeship.
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.
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.
Call centre operator apprenticeships - what it takes
Skills and knowledge
- 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
Call centre operator apprenticeships - what you'll do
Depending on your role, you could:
- answer calls, emails and web chat enquiries from customers
- make telesales and market research calls to new and existing customers
- deal with customer orders, card payments, enquiries and complaints
- advise about products and services
- support customers to fix computer problems
- offer counselling, welfare and benefits advice, legal information or help with careers
- update customers' records on computer databases
You could work in a contact centre.
Career path and progression - Call centre operator apprenticeships
With experience and training, you could progress to team leader and management level.
Depending on your interests and experience, you could also move into human resources, resource planning, marketing and training.