Job Application

Job Application

As a Customer Services Assistant you'll be part of a team responsible for making the customer's experience the best it can be. Answering customer's queries makes up a large part of your role, keeping you in regular contact with them either face to face, or over the phone or via email. It's also your responsibility to keep up to date with all products, services and procedures.

Your daily routine will vary depending on the kind of organisation you work for. It could include anything from unpacking goods, stocking shelves and arranging displays to taking part in customer promotions or events. If you are part of a retail or banking customer services team, your work may involve handling payments on a regular basis.

As a Customer Services Assistant you could work in a shop, bank, local government office, in a call centre, or perhaps for an insurance or energy company. Within these, you would be an invaluable service of information within in a specific customer services team or department.

Hours and environment

Usually the role would require you to work a 37 hour, 5 day week, which may include weekend work too. Supermarkets, other out-of-town retail outlets, garages, airports and hotels are 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'll be working in is usually indoors. Here you'd be expected to sit or stand in one place for lengthy periods, and, in smaller organisations, you could also have to move stock from storerooms to display areas. 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 Services Assistant, you must:

have a genuine interest in working with and helping customers

have good communication skills

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

be patient and calm

be able to handle complaints and difficult situations

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.

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 ...