Customer service adviser

customer service assistant customer assistant
Retail and customer services

Career outlook for customer service adviser

UK Salary Ranges





Currently employed in Scotland


Salary information is provided by the "National Careers Service". "Oxford Economics" supplies job forecasts and employment figures. Due to COVID-19 the jobs market is constantly changing. Some of the information may not reflect the current situation.

What's it like?

You would help customers with their enquiries and tasks. You’d answer their enquiry or put them in touch with the right department.

You’d often be a person’s first point of contact with the company you work so you’d need to be friendly, helpful and patient.

You could deal with customers face-to-face, or you might help them over the phone or by email.

You would:

  • Answer customer enquiries or put them in touch with the right department
  • Give information and help to solve problems
  • Sell products or take orders
  • Arrange services for customers, such as book tickets or set up insurance policies
  • Handle complaints and pass them on to a manager if required
  • Enter customer information onto a computer database
  • Take payment for goods or services
  • Give refunds

Working conditions


In a full-time job you would usually work between 35 to 40 hours a week. Shift work including evenings and weekends is common in the retail, leisure and contact centre industries. Part-time work is very common.


Depending on your employer you could work from an office or a customer service desk. In office jobs you would spend a lot of your time on the telephone and using a computer. The working environment can be very busy. You may need to wear a uniform, particularly if you deal with customers face-to-face.

UK employment status





Self employed


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  • Positive attitude
  • Building relationships
  • Cooperating
  • Listening
  • Verbal communication
  • Problem solving
  • Empathising
  • Respecting
  • Attention to detail

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Getting in

Entry requirements for courses can change. Always contact the college, university or training provider to check exactly what you'll need.


There are no formal qualification to get into this job but most employers will value a good general education with English and maths. Some employers will ask for qualifications at SCQF level 4/5.

Useful subjects

  • English-based subjects
  • Computing/ICT
  • Maths
  • Business
  • Adminstration

You will also need

You may need experience or qualifications in a particular field, for example insurance or mortgages advice, for some jobs.

Helpful to have

Qualifications and experience that demonstrate customer service skills, keyboard skills and good telephone manner such as Skills for Work Financial Services (SCQF level 5).

You can gain relevant work-based qualifications such as Scottish Vocational Qualifications in Contact Centre Operations (SVQ level 2/3) or Customer Services (SVQ level 2/3).