The CV Writing Workshop

Telephone order clerks, sometimes known as customer services advisers or order processing clerks, work for companies that sell goods through catalogues or advertisements.

Their duties can include:

• answering incoming telephone calls
• taking orders
• answering questions about products or deliveries
• checking that goods are in stock
• confirming customers’ details
• using a computer system to enter information and check stock
• processing payments made by credit or debit card
• completing basic paperwork
• trying to sell extra goods or services to customers.

They may also have telesales duties, for example encouraging customers to buy extra goods or services. They often have to work to targets.

Hours and Environment

As a telephone order clerk you will usually work 35 to 40 hours a week. Shift work including evenings and weekends is common, because many companies provide ordering services six or seven days a week until late in the evening. Part-time work is often available.

You could work in a large call centre or a smaller office, depending on your employer. Some employers may offer the opportunity for home working. You will spend your time sitting at a desk or computer workstation.

Skills and Interests

To be a telephone order clerk you need:

• good listening skills
• a clear speaking voice
• good customer service and ‘people’ skills
• a helpful, polite and patient manner
• accuracy and attention to detail
• basic computer skills
• sales skills.

Entry

The entry requirements you need will vary from company to company. Some employers may ask for some GCSEs/S grades including English and maths, others do not ask for qualifications but will test your telephone and computer keyboard skills at interview.

Most employers will prefer you to have previous work experience involving telephone work, customer service, computer skills or general office duties.

You could help your chances of employment by taking an introductory course in call centre techniques, such as:

• E-Skills UK Call Centre Pathway (City & Guilds 4423 Level 1 Certificate of Introduction to the Contact Centre Industry)
• NCFE Level 1 Certificate in Contact Centre Techniques
• BTEC Level 1 Award in Introduction to Contact Centres.

It is not essential to take one of these courses before looking for work, but it could be useful if you are new to the contact centre industry.

You may be able to get into this job through an apprenticeship scheme. Funding for apprenticeships is available for 16-24 year olds and some over-25s. To find out more, visit www.apprenticeships.org.uk. For information about apprenticeships in other parts of the UK, see Scotland, Wales and Northern Ireland.

Training

You will usually be trained on the job, learning from experienced staff. When you start work you will usually be trained on the job in customer service skills, product knowledge and in-house computer systems.

You may have the chance to work towards one of the following NVQs/SVQs once employed:

• NVQ/SVQ Levels 1 and 2 in Contact Centre Operations
• NVQ/SVQ Levels 1 and 2 Customer Service
• NVQ Levels 2 and 3 in Telesales.

You could also go on to take NVQ/SVQ Levels 3, 4 and 5 in Contact Centre Professionals if you progress to become a team leader or call centre manager.

Opportunities

As a telephone order clerk you are most likely to work for one of the large catalogue companies. You could also work for smaller direct marketing companies, or companies that supply goods to other businesses.

Jobs can be advertised in the local press, Jobcentre Plus and through recruitment agencies.

With experience you could be promoted to become a team leader or supervisor. You could also move into other types of contact centre work such as telesales or financial services.

Annual Income

Figures intended as a guideline only.

Starting salaries are usually around £10,000 to £12,000 a year.
Experienced usually earn between £12,000 and £16,000 a year.
Team leaders or supervisors can earn £14,000 to £22,000 a year.

In some jobs there may be bonuses for meeting sales targets.

Further information

1 Castle Lane
London
SW1E 6DR

2 Castle Court
St Peters’ St
Colchester
Essex
CO1 1EW
Tel. 01206 571716