Resources
Post a Job
 Special offer 

Jumpstart your hiring with a £100 credit to sponsor your first job.*

Sponsored Jobs posted directly on Indeed are 65% more likely to report a hire than non-sponsored jobs**
  • Visibility for hard-to-fill roles through branding and urgently hiring
  • Instantly source candidates through matching to expedite your hiring
  • Access skilled candidates to cut down on mismatched hires
*The £100 Sponsored Job credit offer is only available for new accounts in the UK that post a job and expires one year after account creation. Upon expiration of the credit, users are charged based on Sponsored Job budget. Terms, conditions and quality standards apply **Indeed data, United Kingdom, Q2 2024

How to write a Call Centre Representative Job Description: Top Duties and Qualifications

Edited by Indeed Employer Content Team
Last updated 5 November 2025
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines
7 min read

A Call Centre Representative, or Call Centre Assistant works in a company’s call centre and handles incoming and outgoing customer calls. Their duties include answering calls within the allotted time, speaking with clients to learn how they can assist them and recommending the best products, services or solutions.

Call Centre Representative duties and responsibilities

The type of duties a Call Centre Representative performs depends on the position. Someone who works for an IT services company, for instance, may provide customers with technical assistance. In contrast, another who works for an online shopping site may advise clients on products and take orders. Common daily duties of Call Centre Representatives include:

  • Responding to customer queries and complaints in an efficient and professional manner
  • Escalating customer issues with management when the need arises
  • Adhering to a company’s policies and procedures when interacting with customers
  • Following up on customer calls to ensure that that customers are satisfied
  • Staying up to date regarding a company’s products, services and policies by attending training sessions
  • Ensuring that they accurately comprehend clients’ requests and issues by confirming and clarifying information
  • Upselling products and services where possible and actively working towards reaching sales targets
  • Maintaining accurate customer records in a company’s customer relationship management (CRM) system and completing call logs and reports

Hire your next Call Centre Representative today

Post a job

Hire your next Call Centre Representative today

Post a job
Close

Call Centre Representative Job Description Examples:

Example 1

We’re currently seeking a Call Centre Representative to generate appointments for the Field based staff.

In this role you will:
  • Work to agreed targets daily
  • Ensure that the contact management system is fully utilised and maintained in good order
  • Ensure that all client correspondence is accurate, relevant and sent in a timely manner.
  • Communicate with the Manager and Sales Executives regarding prospects and future business need
  • Ensure familiarity with the products and services provided by both Johnsons Workwear and the wider Johnson Service Group
  • Other Ad hoc duties as required.

This role offers a range of benefits including:
  • £18,733 - £23,005 per annum
  • Bonus scheme
  • Access to a company Share Save Scheme
  • Employee wellness programme and referral scheme
  • Company pension
  • Life assurance
  • Access to an award-winning training academy dedicated to staff development

Johnsons Workwear is one of the UK’s largest suppliers of textile service solutions. We work with thousands of customers across all sorts of industries, including food manufacturers, the motor trade, engineering companies, dental surgeries and chemical plants to name a few.

Our customers range from huge multi-national household names to independently owned family businesses and we take care of every single one of them. They like us too – as we get independently reviewed by our customer base each year and always come out on top for our shape and size in our industry.

We’re an employee focused business, committed to developing our people to ensure that we have the best there is as part of our team and we’re looking for our next Workwear Hero to become part of the hugely successful Johnsons family.

Are you ready to join as one of our Workwear Heroes? Apply now!

LP

Job Types: Full-time, Permanent

Salary: £18,733.00-£23,005.00 per year

Additional pay:
  • Bonus scheme
Schedule:
  • Day shift
  • Monday to Call Centre: 1 year (required)

Example 2

Position: Call Centre Representative

Sector: Professional Services

Location: Whitley

Position Type: 12 month rolling contract

Inside / Outside IR35: Inside

Salary: £22.16 per hour Umbrella rate



About the company

I am currently recruiting on behalf of a Luxury Automotive OEM based in Whitley who are seeking a Call Centre Representative to join their team.



Job Description

As *a Call Centre Representative your main responsibilities are:
  • To be a knowledgeable expert in our brands in order to achieve effective solutions and deliver the highest level of client experience
  • You will be part of a large team, working in fast paced and energetic environment, whilst managing inbound and proactive contacts to and from clients, retailers and third parties on a daily basis
  • Our Client recruits for attitude and train for skills so looking for candidates with an aptitude for delivering exceptional client experiences and candidates welcome from all industries
  • Handling a high volume customer queries/complaints on a daily basis



Qualifications / Skills needed
  • Call centre experience.
  • Experience of managing a high volume of queries
  • An individual with a client first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, seamless and dependable.
  • Strong communication skills, both written and verbal
  • Excellent customer service experience

Excellent opportunity, immediate start available.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: £22.16 per hour

Expected hours: 40 per week

Schedule:
  • Day shift
  • Monday to Friday
  • No Location: In person

Example 3

Call Centre Representative.

Joining an established team of customer service advisors, this is an exciting opportunity to change lives through distance learning, supporting individuals in choosing the right course for them!

Full time:Permanent role, 37.5 hours per week

Location: Solihull (Near NEC, B37)

Salary: Basic salary of up to £24,000, with an excellent commission structure with potential earnings of circa £42,000 

What you’ll get…
  • Excellent commission structure, with an added revenue bonus
  • Incentives recognising hard work and performance
  • Amazing social team events
  • Enhanced annual leave allowance and opportunities for more
  • Training and development opportunities

What it’s all about…
  • A consultative approach in dealing with warm sales leads through outbound calls to potential students
  • Answering inbound calls from potential students
  • Building rapport with potential students to understand their needs
  • Advising on courses best suited to an individual and their goals

Essentials….
  • Ideally have experience in a telephone, sales based role
  • Experience working towards, and able to meet team and individual targets
  • Are enthusiastic, driven and motivated
  • Confident in speaking to a variety of people on the telephone, with the ability to build rapport

Job Types: Full-time, Permanent

Pay: £24,000.00-£42,000.00 per year

Benefits:
  • Company events
  • Company pension
  • Employee discount
  • Free parking
  • Life insurance
  • Referral programme
Schedule:
  • 8 hour shift
  • Monday to Friday
Supplemental pay types:
  • Commission pay



Ability to commute/relocate:
  • Birmingham: reliably commute or plan to relocate before starting work (required)

Experience:
  • Sales: 2 years (required)
  • Telephone: 2 years (required)

Licence/Certification:
  • Driving Licence (required)


Work Location: In ID: Bloom - 043

Example 4

The Dabang Hospitality Group are experts in luxury dining and the team behind popular hospitality brands SakkuSamba, Estabulo, SAKKU, Caffe Noor, Fleur and Casa Peri Peri.

The group boasts a portfolio of impressive restaurants across the UK with the development of new restaurant concepts and procurement of new venues a constant.

At present, the Dabang Hospitality group has approximately 600 employees as their team continues to grow and expand in line with their success. We are now looking to recruit Reservations Call Centre Representatives to join our friendly team at our head office.

This is an excellent opportunity for a motivated, enthusiastic person who has a real passion for customer service.

Job Purpose:

As Reservation Call Centre Representative, you will be responsible for answering incoming customer calls and online requests, within an allotted time, for reservations within our various restaurants across the UK, which include Estabulo, Fleur, Sakku, Sakku Samba, Casa Piri Piri and Caffe Noor.

You will also answer queries on our restaurants and the available menu options.

Key responsibilities:

  • Responding to customer queries and reserving tables for them in our restaurants in an efficient and professional manner
  • Forward complaints to our complaint’s handler
  • Escalating customer issues with management when the need arises
  • Adhering to our policies and procedures when interacting with customers
  • Following up on customer calls to ensure hat that customers are satisfied
  • Staying up to date regarding a company’s products, services and policies by attending training sessions
  • Ensuring that you accurately comprehend clients’ requests and issues by confirming and clarifying information
  • Maintaining accurate records in our booking system and completing call logs and reports

Essential Skills and Experience:

  • Good interpersonal skills to establish a positive rapport with clients
  • Excellent customer service skills to ensure that customers receive satisfactory service
  • Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions
  • IT literacy, including a working knowledge of relevant software programs, such as a CRM system
  • Ability to remain calm and polite when dealing with unsatisfied clients
  • Stamina to handle high volumes of calls and consistently provide excellent service



Additional Information

This is an entry level role

Reports to: Operations Manager

Contract type: Zero-hour

Job Type: Zero hours contract

Salary: Up to £10.42 per hour

Benefits:
  • Discounted or free food
  • Employee discount
Schedule:
  • 8 hour shift
  • Day shift
  • Night shift
  • Weekend Location: In person

Example 5

Immediate Starts Available

On top of our basic annual salary of £23,088 our current top collectors are taking home on average £580 per month IN BONUS ALONE!

Are you tired of working in an environment where no matter how hard you work it never gets noticed?

Are you looking for a role that will challenge you and offer you a stable environment with genuine career prospects?

Are you confident, reliable and eager to succeed?

As a Jacobs Call Centre Rep you will be joining a competitive, lively, fun & target driven team. We have no doubt we can offer a refreshing change of pace and environment from many other Contact Centres you may have experienced previously.

Your role will be to speak to members of the public over the phone from a mixture of both inbound and outbound calls in order to effectively negotiate with them to pay their debt either by taking payment in full or by setting a suitable arrangement.

At Jacobs we pride ourselves on our innovative ongoing training that ensures anyone who joins our team will have the best possible chance at being successful not only in their initial role but in any future roles that you find yourself interested in.

As a forwarding thinking and fast growing company we put staff development at the forefront, meaning hard work and dedication never go unnoticed. With real progression opportunities available for those individuals that are willing to strive for it, this is an opportunity not to be missed, succession roles achieve OTE of £60,000+!

About Us

Jacobs have been established since 1959 and are now the largest independently owned enforcement agency in the country working extensively with over 190 Local Authorities throughout England and Wales and are the primary contractor in Wales for HMCTS.

Our successful Collections Team is expanding and we’re looking people who are confident and resilient, and who have a hardworking, proactive and motivated work ethic. Are you our next Top Collector, our next Specialist or our next Manager?

Essential Skills
  • Excellent communication skills
  • Assertive and confident
  • Willingness to succeed
  • Ability to work well under pressure
  • Ability to handle and diffuse challenging situations

Desirable Experience
  • Experience of working in a Call Centre or sales role
  • Experience of working to targets
  • Experience of negotiating finances

Salary & Benefits
  • £23,088 per annum basic salary with potential to earn £30,000+ OTE with bonuses
  • Monthly uncapped performance-related bonuses with potential OTE £30,000+
  • 37 hours per week - 2 set shifts on a weekly rotation – never be left wondering what your next rota is again!
  • 08:00 - 16:30 or 11:30 - 20:00
  • 1 in 2 contractual weekend shifts paid as overtime - either a Sat morning, a Sat afternoon or a Sun morning - boosting your basic salary to £24,648.00
  • Average Bonus/Overtime payments paid whilst on annual leave (up to 20 days pa)
  • A generous holiday allowance inc. enhanced holiday entitlement for length of service
  • Never work a bank holiday
  • Company Pension
  • Casual Dress
  • Early Finish on Fridays
  • On-site Parking
  • Referral Scheme
  • Corporate Eye Care Scheme
  • Christmas Shutdown without using annual leave!

Successful candidates will need to undergo right to work and reference checks.

Jacobs offer an extensive training programme to new recruits as well as ongoing support and development.

Our Culture

Everything we do is shaped by our Core Values: Fairness, Advancement, Collaboration and Excellence. These values form the foundations of our relationships with debtors and clients, but they also shape how we measure and reward the performance of our employees.

Jacobs is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy or maternity.

Job Types: Full-time, Permanent

Pay: £23,088.00-£30,000.00 per year

Benefits:
  • Additional leave
  • Bereavement leave
  • Casual dress
  • Company events
  • Company pension
  • On-site parking
Schedule:
  • Monday to Friday
  • Weekend availability
Supplemental pay types:
  • Bonus scheme
  • Commission pay
  • Performance Location: In person
Our mission

Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines
Create a culture of innovation
Download our free step-by-step guide on encouraging healthy risk-taking
Get the guide

What does a Call Centre Representative do?

Call Centre Representatives are often the first point of contact for a company’s customers. The service they provide plays an important role in ensuring that customers feel supported and satisfied. Call Centre Representatives can work in a wide variety of call centres and typically focus on either incoming or outgoing calls. Those who handle incoming calls may take orders, answer customer queries or provide technical support services. Outgoing calls are mostly sales-related and involve a Call Centre Representative informing customers about products, services and offers. Those who work at inbound call centres may also call customers to provide feedback.

Call Centre Representative skills and qualifications

A successful Call Centre Representative will have various prerequisite skills and qualifications.

The job of a Call Centre Representative involves speaking to clients throughout the day. To accurately gauge the needs of customers, these employees must have excellent active listening skills. They also need strong verbal communication skills to provide clients with the necessary information. Their main skills include:

  • Good interpersonal skills to establish a positive rapport with clients
  • Excellent customer service skills to ensure that customers receive satisfactory service
  • Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions
  • IT literacy, including a working knowledge of relevant software programs, such as a CRM system
  • Ability to remain calm and polite when dealing with unsatisfied clients
  • Stamina to handle high volumes of calls and consistently provide excellent service

Call Centre Representative experience requirements

The level of experience a Call Centre Representative needs varies depending on the position. Some employers are willing to take on candidates with no experience and provide them with on-the-job training. In contrast, other positions may only be open to candidates with previous experience working in a call centre environment. Those who are applying for positions that require technical expertise, such as IT technical support, typically need relevant experience in that field.

Call Centre Representative education and training requirements

There are no fixed education and training requirements for this occupation. Employers may expect candidates to have a few GCSEs, including English and maths, to show they have adequate numeracy and literacy skills. Candidates can develop valuable skills and knowledge by completing relevant courses, such as a Level 2 Certificate in Contact Centre Operations. It’s also possible to gain the relevant skills and experience through a customer service practitioner or call centre operations intermediate apprenticeship.

Call Centre Representative salary expectations

According to Indeed Salaries, the average salary for a Call Centre Representative is £1,381 per month . Salaries vary based on factors like location, industry and employer.

Job description samples for similar positions

If this job description doesn’t adequately describe the job opening you have, here are a few job description samples of similar positions to consider:

Create a culture of innovation
Download our free step-by-step guide on encouraging healthy risk-taking
Get the guide

Call Centre Representative job description FAQs

Two chefs, one wearing a red headband, review a laptop and take notes at a wooden table in a kitchen setting.

Hire your next Call Centre Representative today

Post a job

Job Description Examples

Need help writing a job description for a specific role? Use these job description examples to create your next great job posting. Or if you’re ready to hire, post your job on Indeed.

No search results found

    Related articles

    20 ChatGPT prompts for effective employee onboarding
    Read article
    How to write an employment verification letter
    Read article
    New Starter Onboarding Checklist for UK Employers
    Read article