Customer service adviser

customer service assistant
Support

Career outlook for

Figures and forecasts for roles at the same level, which require similar skills and qualifications.

Average UK salary

Currently employed in Scotland

Jobs forecast

This information is supplied by LMI For All, where data is currently available for Scotland.

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

Hours

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.

Environment

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

Full-time

Part-time

Self employed

People behind the job

Meet real people who’ve done this job – hear their stories and the path they took to get there.

Here are some of the skills that people in this job would be most likely to have:

  • Communicating with people
  • Listening to people
  • Explaining things
  • Working as part of a team
  • Helping customers
  • Being tactful
  • Using computers
  • Working with numbers

Build your skills

Your skills can help you choose the career that’s right for you. You can build your skills through work, study or activities you do in your spare time.

To understand more, have a look at what are my skills?

Keep track of your skills in your account and find the jobs, opportunities and courses that suit you.

Click here to view / add your skills

Getting in

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

Qualifications

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).