Customer Service Assistant

Job 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:
Professional Services

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


You’ll need:

  • 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
Illustration of employee looking at workspace

Entry Requirements:

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.