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Job Vacancies



Visit us online at www.welshrecruitment.co.uk



Advertisement: Welsh Recruitment



Interested in Customer Services



(Picture: Photo of a woman in a business suit wearing a telephone headset)



Welsh Recruitment can help!



Send us your CV and we will forward your application onto a variety of contact centre employers.



Email your CV to: servicejobs@welshrecruitment.co.uk



Welsh contact centres at cutting edge of development: battery hens need not apply



Employing over 27,000 people at 160 centres across the country, the £400m a year contact centre industry in Wales has fast become an integral part of Wales’s economic development. And, our region has the highest concentration of centres in the UK second only to Glasgow with plans for more as the sector continues to increase at a rate of 20 – 30 per cent every year.



But, what is it like to work in a contact centre and what career opportunities are available?



The work



Contact centre operators normally work in a company’s customer services department, answering enquiries from customers by telephone and post.



The work usually involves selling goods and services or providing information and advice.



More experienced call centre operators have extra duties, such as mentoring new staff, training, call monitoring and quality control.



Hours and Environment



You will often have a choice of full- or part-time hours, with more and more companies offering flexible working patterns, sometimes on a shift system. Full-time jobs are normally 35 to 40 hours a week.



Much of your working day will be spent at a computer workstation and using a telephone headset to keep your hands free to input information and recall customer records.



Skills and Interests



You will need:



A clear and friendly telephone voice

Good computer skills

The ability to work on your own or as part of a team

The ability to work quickly and under pressure

The ability to deal efficiently and professionally with all types of customers.



Entry



You do not need any formal qualifications to work as a contact centre operator, although some employers may prefer to see some qualifications, such as English and Maths GCSEs.



But, in general, employers usually look for people with personal qualities like a confident approach and a good telephone manner.



Training



Once you start work as an operator, you will normally be given in-house training by your employer in telephone skills, data entry procedures and product knowledge and coached by a supervisor or mentor when dealing with your first ‘live’ calls.



Opportunities



With experience and training it may be possible for you to progress to supervisory jobs, then into management. Other prospects include working in human resources, resource planning, marketing and training.



Annual Income



Figures are intended as a guideline only. New call centre operators start between £11,000 and £14,500 a year.



Salaries for experienced staff are between £14,000 and £17,000 a year.



With supervisory responsibilities, this could rise to between £18,000 and £22,000.



Bonuses and commission payments may increase earnings.



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