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Financial services customer adviser Sales adviser, contact centre agent

Financial services customer advisers work in contact centres for banks, insurance, investment and credit companies.

Salary, a pound sign Salary: £14,000 to £60,000 average per year
Hours, a clock face Hours: 37 to 40 per week

1. Entry requirements

There are no set requirements, but employers will usually ask for:

  • GCSEs, including English and maths or equivalent
  • IT and keyboard skills
  • experience of customer service, cash handling or office work

You could get into this job through an apprenticeship.

You may need to pass a credit check and clearance from the Disclosure and Barring Service (DBS).

2. Skills required

You’ll need:

  • excellent communication and listening skills
  • customer service skills
  • accuracy and attention to detail
  • teamworking skills

3. What you'll do

Your day-to-day duties may include:

  • dealing with other businesses, private or company investors or members of the public
  • using computerised systems to access customer information and update account details
  • answering customers' questions
  • providing straightforward information or dealing with complex enquiries
  • processing payments and withdrawals
  • keeping accurate records
  • promoting financial products and services
  • handling complaints or referring them to a supervisor
  • referring customers to staff to sell financial products

4. Salary

Starter: £14,000 to £18,000

Experienced: £30,000 or more

Highly Experienced: £60,000 (operational contact centre manager)

You’ll usually get commission based on your performance. Other benefits can include profit-related bonuses and subsidised mortgages, loans, pensions, shares and insurance. 

These figures are a guide.

5. Working hours, patterns and environment

You’ll usually work 37 to 40 hours over 6 or 7 days a week, including evening and weekend shifts. 

You’ll usually work in a large open-plan office, at a workstation with a computer and a telephone headset.

6. Career path and progression

With training and qualifications, you could specialise in mortgage advice, pensions work or financial advice.

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Last updated: 14 September 2017