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Call Centre Operative Profile


Introduction

This Section of the site details information that you might find useful if you are looking to secure employment or require further details regarding working as an Call Centre Operative. This page details the following Information:-

  • Finding Suitable Work as an Call Centre Operative
  • Working Duties Expected
  • Hours and Environment
  • Working Skills Required
  • Training Requirements
  • Salary Expectations
  • Trade Information
  • Other useful Call Centre Operative Work Information
  •  

    Finding Suitable Work

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    Working Duties Expected

    Financial services call centre operators work for a variety of financial companies such as banks or building societies. They are in contact with customers by telephone to provide information, to resolve enquiries or promote services. This may be done by receiving incoming calls or making calls to customers.

    This may be providing straightforward information such as account balances or advising on more complicated transactions such as dealing with disputed items on a credit card bill. They may also have to deal with complaints or marketing financial products to customers.

    They are required to follow procedures set by their employer. This will include asking security questions to confirm who they are speaking to before completing requests such as issuing a chequebook. They may need to make notes on customers' accounts.

    Hours and Environment

    Most operators work 35 to 40 hours a week. Shift work is common to accommodate evenings and weekends when the call centre is open. Part-time work is also available.

    Most people work in a large office with individual computers, resources and a headset telephone. The headset telephone keeps hands free to input details in the computer.

    Skills and Interests

    To work as a financial services call centre operator, you should:

    • be able to communicate on the telephone in a clear and effective manner
    • be able to work quickly and under pressure
    • be confident in explaining financial transactions
    • be able to work with customers and offer a patient and professional service.


    Entry

    There are no set qualifications required to enter this sort of work. However , some employers may ask for GCSEs (A-C)/S grades (1-3) in mathematics and English or equivalent qualifications. Computer skills are useful but not always essential.

    Employers will also look for personal qualities such as confidence, phone manner and politeness. Language skills are also useful.

    Previous customer care experience can be extremely useful.

    For details of qualification equivalents see:

    Qualifications and Curriculum Authority (England, Wales and Northern Ireland)
    Scottish Qualifications Authority

    Training

    Most employers will organise training for new entrants. This will be based on telephone skills, product knowledge and company procedures. You may start by listening to other workers before taking calls supported by a trainer or mentor. In many companies, calls are recorded to monitor staff and can be used to highlight further training needs.

    Once working, it is possible to work towards several different qualifications. These will often involve written work as well as work-based observation. NVQs/SVQs in Customer Service or Call Handling at levels 2 and 3, and Providing Financial Services at levels 2, 3 and 4 are available.

    Alternative qualifications include the Contact Centre Professional, awarded by the Institute of Financial Services on behalf of the Chartered Institute of Bankers, for people working in a customer-facing role. If you are working in Scotland, it is also possible to take the Certificate in Telephone Banking awarded by The Chartered Institute of Bankers in Scotland.

    Depending on the job role and responsibilities, other qualifications may be required for specific jobs such as mortgage adviser. Please consult the Financial Services Authority for clarification on particular qualifications or jobs.

    You would also have continuous training for new financial products and procedures.

    Foundation and Advanced Modern Apprenticeships (MAPPs) may be available for people aged 16-24.
    For details see: MAPPs (England); Skillseekers MAPPs (Scotland); National Traineeships MAPPs (Wales); and MAPPs (Northern Ireland).

    Opportunities

    After gaining experience it is possible to move into other roles within a call centre such as training or management. It may also be possible to move into other roles within finance such as pensions administration or financial advice.

    Annual Income

    These figures are a guideline only.

    Financial services call centre operators can earn from £12,000 a year.
    With experience you could earn from £15,000 to £20,000.
    Additional payments can bemade based on personal or company performance.

    Further information:

    Financial Services Authority
    25 The North Colonnade
    Canary Wharf
    London
    E14 5HS
    Tel: 020 7066 1000
    www.fsa.gov.uk

    Institute of Financial Services
    ifs house
    4-9 Burgate Lane
    Canterbury
    Kent
    CT1 2XJ
    Tel: 020 7417 4424
    www.ifslearning.com

    Chartered Institute of Bankers in Scotland
    Drumsheugh House
    38b Drumsheugh Gardens
    Edinburgh
    EH3 7SW
    Tel: 0131 473 7777
    www.ciobs.org.uk


    Other Useful Call Centre Operative Work Information

    We have a section available at this site on Call Centre Operative job interview tips that you may find of interest should you wish to brush up your skills in this area and we also have number of career articles that may also be of use to you from within our guides and documents section.

    Locations where we feature Jobs include:-
    Aberdeen, Berkshire, Aberdeen, Bath, Bedfordshire, Berkshire, Birmingham, Bradford, Bristol, Cambridgeshire, Cardiff, Central London, Cheltenham, Cornwall, Coventry, Derby, Devon, Docklands, Dorset, Dundee, Durham, East Midlands, East Sussex, Edinburgh, Essex, Glasgow, Gloucester, Hampshire, Hertfordshire, Kent, Lancashire, Leeds, Leicester, Leicestershire, Lincolnshire, Liverpool, London, Manchester, Middlesbrough, Midlands and in various parts of the West Midlands

    Details of other Call Centre Operative Jobs can also be found in other UK wide areas including:-
    Milton Keynes, Newcastle, Newcastle Upon Tyne, Norfolk, North London, North Midlands, Northampton, Northamptonshire, Northern Ireland, Northumberland, Norwich, Nottingham, Nottinghamshire, Oxford, Oxfordshire, Plymouth, Salisbury, Scotland, Sheffield, Shropshire, Somerset, South East, South London, South Midlands, Southampton, Staffordshire Surrey, Swansea, Swindon, Telford, Wales, Warwickshire, West End, West London, West Midlands, Worcestershire, York and throughout Yorkshire.

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