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Job description: Customer Adviser

As a Customer Adviser, you would be the person customers would come to first for help and information. You'd have to find out what their needs are and assist them as best you can to make their visit quicker, easier and more pleasant.

As a Collections Associate it's your responsibility to have qualities like tact and assertion to recover late payments. You'll be in charge of talking to individuals and chasing up debts to make sure no one avoids paying what they owe.

Dealing with customers face to face, over the phone or internet daily would be the main part of your role. You'd answer their questions, handle complaints and point them in the right direction for all their needs. You could also be informing them about other services or products and helping at other counters.

As a Customer Adviser, there's plenty of opportunity to work in a wide range of industries, from retail stores to banks as a vital part of the customer services team.

Hours and environment

Usually the role requires you to work a 37 hour, 5 day week, which would probably include weekend work too. Supermarkets, other out-of-town retail outlets, garages, airports and hotels often open in the evenings, or in some cases 24 hours a day, so working hours are variable. If you'd prefer part-time work, this is often available.

The environment you'd be working in would usually be indoors and often be very busy, speaking to many different customers throughout the day. You'll also be expected to sit or stand in one place for lengthy periods, usually behind a desk or screen. You'd be expected to wear a uniform, especially in larger organisations, though some may be more casual.

Skills and interests

To be a good Customer Adviser, you must:

have a genuine interest in working with and helping customers
have good communication skills, both written and verbal
be able to work as part of a team
be well presented, polite, tactful and friendly
be numerate, lively and quick-thinking
be patient and calm
have an open minded attitude
be able to handle complaints and difficult situations
understand computer systems and cash registers for some jobs

Entry

You will need a good general educational background. Some organisations require at least two to four GCSEs (A-C)/three to five S grades (1-3), perhaps including English and maths. Other companies will favour you if you have NVQ/SVQ Customer Service Level 2 or 3.

If you wish to join a larger organisation, especially in banking and finance, you may be asked for more GCSEs/S grades or higher qualifications such as A levels/Scottish Highers or Intermediate GNVQ/GSVQ level II. In smaller organisations, your personality and character and any relevant experience would often be considered more important than academic qualifications. For details of qualification equivalents see:

Many new staff are taken on straight from school or college, as well as people with experience of working in the general public.

Training

Larger organisations usually have their own internal training programmes, which include the specific skills needed to work with it or in its line of business. In smaller organisations, you will usually be trained on the job, learning from existing staff or supervisors.

In-house training programmes often include assessment for NVQ/SVQ Levels 2 and 3 in Customer Service. These can also be studied at local colleges or training organisations.

Training methods can vary from detailed company insight to role playing tasks to learn to work with others, problem solve and identify a product's main selling points. Once steeled into a company, on the job training can be frequent, with a number of more experienced staff and supervisors helping you along the way.

If you're aged between 16-24, Foundation and Advanced Modern Apprenticeships (MAPPs) may be available.

For details see: MAPPs (England); Skillseekers MAPPs (Scotland); National Traineeships MAPPs (Wales); and MAPPs (Northern Ireland).

Opportunities

As a Customer Adviser, you would be able to move into a huge variety of industries depending on your interests and expertise. This includes everything from retail and commercial to aviation or the public sector.

With the right personal qualities and experience, there can be many opportunities for promotion open to you. You could advance to a supervisor or managerial position. Alternatively you could chose to specialise in certain areas of customer service. Opportunities would vary between industries and organisations.