Customer service representatives are the first point of contact for customers in many organisations, ranging from retail and banking to call centres and online businesses. Their main job is to assist customers by answering queries, resolving complaints, providing information about products and services, and ensuring a positive experience. This role requires excellent communication skills, patience, and the ability to handle challenging situations in a calm and professional manner. Working hours can vary and may include evenings, weekends, or shifts, especially in industries that offer 24-7 support. Many positions are office-based, but remote and hybrid opportunities are increasingly available.
The average salary for a customer service representative in the UK is approximately £20,000 to £25,000 per year, with experienced staff earning up to £30,000.
There were over 1.1 million people employed in customer service roles across the UK in 2023.
Most entry-level roles require GCSEs in English and Maths and offer on-the-job training.
Handles inbound and outbound phone calls to assist customers with enquiries, complaints, or orders, often working in a fast-paced environment.
Works in retail stores providing face-to-face assistance to customers, helping with product selection, returns, and general queries.
Provides technical or product-related support to customers, often using email, chat, or phone to resolve issues and answer questions.
Learn how to listen carefully to others and understand their needs.
Active listening means focusing fully on the person speaking, making eye contact, and responding appropriately. Practising with friends, family, or classmates can help you develop this essential skill, which is highly valued in customer service roles.
Develop clear speaking and writing skills to communicate effectively.
Good communication is key to helping customers. You can improve by joining a debating club, taking part in drama activities, or practising writing professional emails. Many schools and colleges offer courses or workshops on communication.
Get experience in roles where you interact with people, such as retail or hospitality.
Part-time jobs, work experience placements, or volunteering in shops, cafes, or community organisations will help you develop customer service skills. These experiences show future employers that you can handle customer needs and solve problems.
Familiarise yourself with common tools like phones, email, and computer systems.
Many customer service roles use specific software for managing enquiries or complaints. You can practise basic computer skills at school, college, or online, and some organisations offer free short courses in customer service technology.
Look for entry-level customer service roles in various sectors.
Use job search websites, company career pages, and local newspapers to find opportunities. Make sure your CV highlights your communication skills and any related experience. Prepare for interviews by practising common customer service questions.
Take advantage of on-the-job training and look for ways to advance.
Many employers offer training in customer service, complaint handling, and specific products or systems. With experience, you could progress to supervisory or management roles, specialise in areas like complaints or technical support, or move into other sectors.
Explore relevant apprenticeships that can help you kickstart your career in Customer Service Representative. Apprenticeships offer hands-on experience and training while earning a wage.
A Customer Service Representative and a Banking customer service adviser both focus on providing support and assistance to customers, often dealing with enquiries, resolving issues, and offering guidance related to products or services. Both roles require strong communication skills, problem-solving abilities, and a customer-focused approach.
You can get into this job through:
Taking a college course like a Level 2 or 3 Diploma in Customer Service could help you to develop skills for this role.
You'll usually need:
You can get into this job through a financial services customer adviser intermediate apprenticeship or a senior financial services customer adviser advanced apprenticeship.
You'll usually need:
Entry requirements vary between employers if you want to apply directly.
You may find it useful to have 4 or more GCSEs at grades 9 to 4 (A* to C) or equivalent qualifications, including English and maths.
Some employers may ask you to pass selection tests when you apply.
Customer service, cash handling and computing skills will be useful.
You can find out more about careers in finance from the Walbrook Institute London.
Explore other careers or use our AI to discover personalised paths based on your interests.
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