First line customer service support normally involves dealing with customers or clients directly to resolve their issues.
Who can I work for?
Most industries require someone to act as a first point of call for customers or clients, so you could work for a large global organisation or a small local company and in any sector.
Where and when can I work?
The majority of positions are office-based and you will normally work 9am – 5pm Monday to Friday. There are first line customer service positions across the country.
What can I earn?
Salaries depend on the industry you work in and what area of the country you are based in but generally you would start on around £15,000, with pay rising with experience and responsibility.
What are the benefits?
Many organisations will offer a benefits package alongside your salary, such as a pension scheme and healthcare.
Are there chances of promotion?
First line customer service assistants can move into team leader or supervisory roles and eventually look to move into management.
What will I be responsible for?
First line customer service representatives are expected to offer efficient assistance for all queries and concerns related to the business they work in, and deliver a resolution in a timely and accurate manner. You will also be responsible for escalating trickier queries up the line to senior team members or managers.
Do I need any experience?
Most companies will provide on the job training specific to the business, however some experience in customer relations is always beneficial. This could be dealing with people over the phone in a call centre to serving in a restaurant on the weekends.
What attributes are needed?
You will need to be an excellent communicator and able to clearly and confidently handle complaints and questions. You will also need to be able to work well under pressure, have a calm manner and have strong telephone and computer skills.