Industry Sectors

Customer Service

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Industry Summary

A career in customer service isn’t just what comes straight to your mind upon hearing it, there’s a lot more to it than you might think! You’ll be helping customers learn how to use products, how they can improve their experience or aiding them with any issues they encounter. It’s one of the most important aspects in any organisation, your role is essential to ensuring customers stay with your business to allow your company to keep making money!

Often, a role in customer service also incorporates aspects from other industries too. You may be required to negotiate new contracts, organise webinars, get involved with administration, as well as spending time on the phones or meeting clients face to face.  Customer service is ideal as a stepping stone for your career if you want to get into management or administration in the long run.

 

What options can I take for a career in customer service?

 

Work Experience

Work experience is highly valued by all employers. If you enjoy talking to people, it is likely that you’ll be really suited to a job in customer service. However, you’ll never know if it’ll be right for you unless you give it a go! It’s also great to show employers that you have experience of a professional environment, and really gives you that edge when you start looking for roles. Your experience doesn’t need to specifically be in customer service as most roles have a customer facing aspect which will be a great advantage for you. 

Unsure about what a work placement could involve? You should’ve asked!

 

Apprenticeships

If you know that you want a career in customer service, you could choose to start an apprenticeship. This will give you great experience in a professional role as well as give you the qualification to back up your knowledge. You’ll also be able to apply your learning into your job to continually improve, all while earning a salary! You’ll be alongside experienced colleagues, so you’ll soon know all the ins-and-outs of the customer service industry. Some of the apprenticeships available to you include:

  • Level 2 – Customer Service Practitioner
  • Level 2 – Financial Services Customer Adviser
  • Level 3 – Senior Financial Services Customer Adviser
  • Level 3 – Customer Service Specialist

Want to know what apprenticeships are all about? We have you covered!

 

University

Although university isn’t the most common route for people wanting to start their career in the customer service industry, it can be a great opportunity for you. You’ll learn all about the academic knowledge of customer service and be able to choose your own units to specialise in areas of customer service that you want to know more about, setting you up for your dream career! However, you could choose a degree in another subject and then get a job in customer service when you graduate as the skills you’ll learn whilst you’re there will still be applicable. Degrees in customer service include:

  • Customer Service BA (Hons)

Want to find out what University could offer you? We have your back!

 

Graduate Jobs

After university you could choose to enter into the customer service industry straight away – this could either be through a full-time permanent graduate role, or a graduate training scheme or programme. A customer service graduate scheme will help you further develop your skills that will be ideal for any further career development in your future. Why not start looking for graduate opportunities and see what’s out there for you.

Want to know what graduate jobs are all about? We can help!

 

Other routes

The customer service industry is one which allows you to get a job straight out of school or college or even as a career change, this isn’t to say that experience and qualifications aren’t important though! Customer service will give you the opportunity to continue to develop your career whether that’s going into management or specialising in a certain industry.


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Work Description

Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

Qualification

There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.

Job Tasks

answers incoming telephone calls from existing or prospective customers; interviews caller to establish the nature of any complaint or the requirements of the client; informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary; advises on services available and sells additional products or services; maintains details of calls received, the action taken as a result of a call and updates customer database as required; arranges for field staff to visit the caller if further assistance is required.

Related Jobs

Adviser, centre, call Adviser, centre, contact Adviser, communications Adviser, customer Adviser, lines, personal Adviser, management, customer Adviser, retention, sales Adviser, service, customer Adviser, telephone Agent, centre, call Agent, centre, contact Agent, enquiry Associate, collections Clerk, lines, personal Clerk, order, mail Clerk, telephone Handler, call Operative, centre, call Operative, service, customer Operator, callcentre Operator, centre, call Operator, centre, contact Operator, helpline Operator, line, answer Operator, response, serviceline Operator, response, tele Operator, service, customer Operator, services, customer Telephonist, centre, call 

Estimated Pay

Information on weekly pay (average, median and decile) is taken from a combination of two sources: the Annual Survey of Hours and Earnings (ASHE); and the Labour Force Survey (LFS) (both conducted by the Office for National Statistics (ONS)). ASHE is widely regarded as the most reliable source of information on Pay and Hours, however it does not include information on pay by qualification as well as some other characteristics (such as self-employment).

Unemployment Data

The level and rate of UK unemployment for this career path measured by the Labour Force Survey (LFS) as a percentage, using the International Labour Organisation's definition of unemployment.

Projected Employment Levels

Estimated Hours

Work Description

Telephonists receive and direct callers in commercial, industrial and other establishments, and operate telephone (public) and office (private) switchboards to advise on, and assist with, making telephone calls and to relay incoming, outgoing and internal calls.

Qualification

Academic qualifications may not be required. On-the-job training is provided.

Job Tasks

receives callers and directs them to appropriate person or department; operates switchboard to connect outgoing calls or to relay incoming or internal calls; reports any faults on telephone operating system; gives advice on dialling and other special features available; provides directory information, dialling codes and details of charges; alerts emergency services in cases of fire, crime or accident.

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Attendant, board, switch Attendant, telephone Handler, call Operative, telephone Operator, enquiry, directory Operator, night Operator, switchboard Operator, telephone Operator Telephonist, shorthand Telephonist Telephonist-clerk Telephonist-receptionist Telephonist-secretary Telephonist-typist 

Estimated Pay

Information on weekly pay (average, median and decile) is taken from a combination of two sources: the Annual Survey of Hours and Earnings (ASHE); and the Labour Force Survey (LFS) (both conducted by the Office for National Statistics (ONS)). ASHE is widely regarded as the most reliable source of information on Pay and Hours, however it does not include information on pay by qualification as well as some other characteristics (such as self-employment).

Unemployment Data

The level and rate of UK unemployment for this career path measured by the Labour Force Survey (LFS) as a percentage, using the International Labour Organisation's definition of unemployment.

Projected Employment Levels

Estimated Hours

Work Description

Job holders in this unit group operate telecommunications equipment to transmit and receive signals and messages.

Qualification

Academic qualifications may not be required. On-the-job training is provided.

Job Tasks

receives messages, weather reports and other material to transmit; tunes transmitter to required channel or wavelength and relays or receives message to/ from person or vehicle; uses a teleprinter or telex keyboard to transmit messages to other teleprinters or telexes; keeps record of messages sent and received; performs routine tests and maintenance on equipment and reports faults; receives and handles incoming calls for emergency services, transmitting to the appropriate services.

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Announcer Assistant, communications Assistant, control, ambulance Assistant, control, traffic, air Assistant, control Assistant, room, control Assistant, traffic Clerk, control, traffic, air Controller, ambulance Controller, cab Controller, communications Controller, divisional Controller, office, taxi Controller, radio Controller, service, transport, patient Controller, taxi Controller Controller Despatcher, radio Despatcher, room, control Dispatcher, medical, emergency Dispatcher, radio Dispatcher, taxi Dispatcher Handler, call Observer, radar Officer, communications Officer, control, fire Officer, control Officer, control Officer, deployment Officer, duty, emergency Officer, radio, police Officer, radio Officer, radio Officer, radio Officer, room, control Officer, telecommunications Officer, traffic, telecommunications Officer, traffic Operator, bureau Operator, cable Operator, centre, control Operator, communications Operator, control, fire Operator, despatch, aided, computer Operator, homecall Operator, lifeline Operator, radar Operator, radio Operator, room, control Operator, telecommunications Operator, telephone, radio Operator, teleprinter Operator, teletype Operator, telex Operator Overseer, radio Signalman, civilian Signalman, marine Signalman, port TTO Telegraphist 

Estimated Pay

Information on weekly pay (average, median and decile) is taken from a combination of two sources: the Annual Survey of Hours and Earnings (ASHE); and the Labour Force Survey (LFS) (both conducted by the Office for National Statistics (ONS)). ASHE is widely regarded as the most reliable source of information on Pay and Hours, however it does not include information on pay by qualification as well as some other characteristics (such as self-employment).

Unemployment Data

The level and rate of UK unemployment for this career path measured by the Labour Force Survey (LFS) as a percentage, using the International Labour Organisation's definition of unemployment.

Projected Employment Levels

Estimated Hours

Work Description

Market research interviewers conduct interviews to collect information on the opinions and preferences of consumers, businesses, the electorate and other selected groups.

Qualification

There are no formal academic entry requirements. Training is typically provided on-the-job. NVQs/ SVQs in Market Research (Interviewing) are available at Level 2.

Job Tasks

approaches members of the public, individuals, households and organisations to arrange and conduct face-to-face interviews, telephone interviews, focus groups, panel interviews etc.; records progress of interviews by noting answers, completing questionnaires, making audio or visual recordings or inputting responses into a computer; collects questionnaires, diaries, and other research materials left with interviewees and conducts follow-up interviews; collates and reviews information collected and compiles reports to pass back to the organisation/individual commissioning the market research.

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Assistant, research, marketing Canvasser, political Collector, data Enumerator, traffic Interviewer, commercial Interviewer, research, market Interviewer, telephone Interviewer Interviewer Investigator, research, market Representative, telesurveys Researcher, market Researcher, telephone Researcher Researcher Shopper, mystery 

Estimated Pay

Information on weekly pay (average, median and decile) is taken from a combination of two sources: the Annual Survey of Hours and Earnings (ASHE); and the Labour Force Survey (LFS) (both conducted by the Office for National Statistics (ONS)). ASHE is widely regarded as the most reliable source of information on Pay and Hours, however it does not include information on pay by qualification as well as some other characteristics (such as self-employment).

Unemployment Data

The level and rate of UK unemployment for this career path measured by the Labour Force Survey (LFS) as a percentage, using the International Labour Organisation's definition of unemployment.

Projected Employment Levels

Estimated Hours

Work Description

Job holders in this unit group perform a variety of customer service occupations not elsewhere classified in MINOR GROUP 721: Customer Service Occupations.

Qualification

There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.

Job Tasks

receives enquiries from potential and existing clients, discusses requirements, and recommends products or services; discusses pricing processes with clients, agrees payment arrangements and handles customer accounts; makes reservations, books tickets, organises insurance policies on behalf of customers; follows up clients to ensure their satisfaction with a product or service and to gain renewal of customer service agreements; addresses customer complaints and problems; informs customers of special promotions and new product launches.

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Administrator, service, customer Administrator, services, customer Adviser, care, customer Adviser, consumer Adviser, customer Adviser, relations, customer Adviser, service, customer Adviser, service Adviser, services, customer Advocate, customer Agent, reservations Agent, services, customer Ambassador, student Assistant, care, customer Assistant, centre, service Assistant, liaison, customer Assistant, relations, customer Assistant, reservations Assistant, service, customer Assistant, services, customer Associate, care, customer Clerk, consumer Clerk, liaison, customer Clerk, query, sales Clerk, reservations Clerk, service, customer Clerk, services, consumer Clerk, services, customer Consultant, care, customer Consultant, sales, after Consultant, service, customer Controller, consumer Coordinator, care, customer Coordinator, service, customer Executive, relations, customer Executive, relations, guest Executive, services, customer Father Christmas Guide, store Handler, complaint Officer, care, customer Officer, commercial Officer, complaints Officer, liaison, customer Officer, liaison, sales Officer, relations, customer Officer, service, customer Officer, services, customer Representative, relations, customer Representative, service, customer Representative, services, customer Reservationist Specialist, service, customer 

Estimated Pay

Information on weekly pay (average, median and decile) is taken from a combination of two sources: the Annual Survey of Hours and Earnings (ASHE); and the Labour Force Survey (LFS) (both conducted by the Office for National Statistics (ONS)). ASHE is widely regarded as the most reliable source of information on Pay and Hours, however it does not include information on pay by qualification as well as some other characteristics (such as self-employment).

Unemployment Data

The level and rate of UK unemployment for this career path measured by the Labour Force Survey (LFS) as a percentage, using the International Labour Organisation's definition of unemployment.

Projected Employment Levels

Estimated Hours

Work Description

Job holders in this unit group plan, organise and co-ordinate resources necessary for receiving and dealing with the responses, complaints or further requirements of purchasers and users of a product or service, and supervise customer service occupations.

Qualification

There are no pre-set entry requirements. Candidates are recruited with a variety of academic qualifications and/or relevant experience. Specialist qualifications may be required for work within certain sectors.

Job Tasks

develops and implements policies and procedures to deal effectively with customer requirements and complaints; co-ordinates and controls the work of those within customer services departments; discusses customer responses with other managers with a view to improving the product or service provided; plans and co-ordinates the operations of help and advisory services to provide support for customers and users.

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Estimated Pay

Information on weekly pay (average, median and decile) is taken from a combination of two sources: the Annual Survey of Hours and Earnings (ASHE); and the Labour Force Survey (LFS) (both conducted by the Office for National Statistics (ONS)). ASHE is widely regarded as the most reliable source of information on Pay and Hours, however it does not include information on pay by qualification as well as some other characteristics (such as self-employment).

Unemployment Data

The level and rate of UK unemployment for this career path measured by the Labour Force Survey (LFS) as a percentage, using the International Labour Organisation's definition of unemployment.

Projected Employment Levels

Estimated Hours

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