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Customer service assistant

Customer service assistants deal with customers' queries, purchases and complaints.

Annual Salary

£12,500 to £30,000

Average UK salary in 2018 was £29,588
(source Office for National Statistics)

Working hours

37 to 40 a week

You could work: evenings / weekends / bank holidays; on shifts

6%
Future employment

There will be 6% more Customer service assistant jobs in 2024.
In your local area

What's it all about?

Day to day tasks

Your day-to-day activities may include:

  • answering customers' questions by phone, email, webchat or face-to-face
  • giving quotations and checking product availability
  • selling and taking payment
  • handling complaints or passing them to a manager
  • entering customer information onto a computer database
  • tracking orders and giving refunds

Working environment

You may need to wear a uniform.

You could work at a store, in a contact centre or in an office.

You can get into this job through:

  • a college course
  • an apprenticeship
  • applying directly
College

You can take a college course before applying for a job. Courses are widely available and include:

  • Level 1 Certificate in Customer Service
  • Level 2 Certificate in Contact Centre Operations

Entry requirements

You may need:

  • 2 or fewer GCSEs at grades 3 to 1 (D to G), or equivalent, for a level 1 course
  • 2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a level 2 course
For more information
Apprenticeship

You can do an intermediate or advanced apprenticeship in customer service.

Entry requirements

You'll usually need:

  • some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
  • 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship
For more information
Direct application

You can apply for jobs if you have customer service experience, for example from working in a shop, hotel or contact centre.

Employers may expect you to have some GCSEs, or equivalent qualifications, but also good communication skills and a friendly personality.

More information

With experience, you could progress to team leader or customer services manager.

You could also move into sales or account handling.

Skills required and how your skills match up

What skills are required?

You'll need:

  • 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
  • administration skills
  • to be able to use a computer and the main software packages competently
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