Customer Service AssistantJob Description:
Customer service advisers work for companies such as retailers, banks or post offices providing advice and assistance either in person or from remote contact centres.Job Category:
What you will do:
Your day-to-day duties may include:
- using computerised systems to access customer information and update account details
- dealing with members of the public
- answering customers’ questions
- providing straightforward information or dealing with complex enquiries
- keeping accurate records
- handling complaints or referring them to a supervisor
- referring customers to staff to sell products
If working in a bank, this could also include:
- handling money securely and safely
- running through security procedures and identity checks
- handling cheque, cash and credit payments and withdrawals
- helping customers with applications for loans
If working in a post office, this could also include:
- selling stamps and dealing with letters and parcels
- paying out pensions and benefits
- accepting bill payments
- dealing with vehicle registrations and car tax
- checking passport and driving licence applications
- selling travel insurance and foreign currency
- making sure the books balance at the end of the day
- selling financial products and services to meet targets
- to be able to use a computer and the main software packages competently
As well as:
- customer service skills
- to be thorough and pay attention to detail
- the ability to work well with others (teamwork skills)
- 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
- organisational skills
There are no set requirements, but employers will usually ask for:
- School qualifications including English and maths or equivalent
- IT and keyboard skills
- experience of customer service, cash handling or office work
You could get into this job through an apprenticeship.
You may need to pass a credit check and clearance from the Disclosure and Barring Service (DBS).
Working Hours and Environment:
If you’re full-time, you’ll usually work 37 to 40 hours over six or seven days a week, including evening and weekend shifts. Part-time roles are often available too.
You will usually work in the place of business itself, often in a large open-plan office. If you are based on telephone calls, you may work remotely, with a workstation and a telephone headset.
Career Path & Progression:
As you gain experience, training and qualifications, you may progress to leading a team of advisers, or eventually be in charge of the entire customer service department. In a bank or post office, you could become a branch manager.
Depending on the industry, you might be able to specialise in providing advice on a particular aspect of the business, e.g. mortgages or pensions in a bank, or laptops or cameras in an electronics retailer.