You can start by doing a course like:

• Level 1 Certificate for Introduction to Customer Service
• Level 2 Certificate in Contact Centre Operations

Entry requirements

Entry requirements for these courses vary.

You could get into this job through an intermediate customer service practitioner or advanced customer service specialist apprenticeship.

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

There are no set requirements for applying directly for jobs, though employers may ask for some GCSEs. Basic computer skills and admin experience can be useful.

If the job requires more specialised knowledge, for example on an IT support helpline or an advice service, you'll usually need a relevant qualification.

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

Depending on your role, you could:

• answer calls, emails and web chat enquiries from customers
• make telesales and market research calls to new and existing customers
• deal with customer orders, card payments, enquiries and complaints
• advise about products and services
• support customers to fix computer problems
• offer counselling, welfare and benefits advice, legal information or help with careers
• update customers' records on computer databases

You could work in a contact centre.