Telephonist-switchboard operator Job Information | National Careers Service

The work

As a telephonist your duties could vary depending on the type of organisation you work with. However, you are likely to be involved in:

• operating a manual or computerised switchboard
• answering and connecting calls using a switchboard system
• testing lines and reporting faults
• maintaining and updating directories
• taking and passing on messages
• carrying out basic administrative tasks
• liaising with front of house staff
• answering or forwarding email enquiries.

Call routing technology can cover many of your basic duties, so your role could be combined with administrative and receptionist tasks.

Hours

You would normally work 35 to 40 hours a week. Some organisations operate a shift system to provide a 24-hour service. Part-time, evening and weekend work is common.

You would be based in an office or a call centre. In smaller companies you would work in the reception area.

Income

Starting salaries for telephonists can be between £12,000 and £14,500 a year. With experience this can rise to between around £16,000 and £19,000 a year.

Figures are intended as a guideline only.

Entry requirements

You may not need formal qualifications, but some employers might look for GCSEs (A-C) including English. Basic computer and clerical experience could be useful.

Many colleges offer introductory courses in call centre and customer service techniques, such as:

• City & Guilds Certificate for Introduction to the Contact Centre Industry
• BTEC Level 1 Award in Introduction to Contact Centres
• BTEC Level 2 in Contact Centre Skills
• City & Guilds Certificate in Contact Centre Skills at levels 1, 2 and 3.

Check with local colleges for details.

Depending on the organisation, you may have an advantage if you speak a foreign language. An awareness of alternative telephony systems, such as Type Talk, Meridian and minicom could also be useful.

A good way of getting experience is by doing temporary work or 'temping'. If you make a good impression, this could lead to a permanent job offer.

You may be able to get into this work through an Apprenticeship scheme. The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. To find out more, visit the Apprenticeships website.

• Apprenticeships

Training and development

You will usually receive on-the-job training, working alongside an experienced telephonist. You may also be encouraged to work towards qualifications such as an NVQ in a subject such as:

• Contact Centre Operations, levels 1 and 2 – aimed at customer agents and advisors
• Contact Centre Professionals, levels 3 and 4 – targeted towards senior operators, supervisors and managers.

Alternatively, it may be more appropriate for your role and your employer, for you to achieve NVQ levels 1 to 4 in Customer Service.

For detailed information on qualifications for this sector, see the e-skills UK website.

• e-skills UK

Skills and knowledge

To be a telephonist or switchboard operator you should have:

• good hearing and a clear telephone voice
• a confident and polite telephone manner
• the ability to work quickly and accurately under pressure
• a good standard of English
• basic computer skills
• excellent customer care skills
• the ability to deal with difficult calls in a calm and professional manner
• an awareness of confidentiality issues
• an understanding of health and safety issues.

More information

e-skills UK
1 Castle Lane
London
SW1E 6DR
0207 963 8920
www.e-skills.com

Skills CFA
6 Graphite Square
Vauxhall Walk
London
SE11 5EE
Tel: 020 7091 9620
www.skillscfa.org

Opportunities

You could find work as a telephonist within organisations across all sectors, including healthcare, banking, telesales, hospitality, education and building management. Most jobs are advertised through recruitment agencies, particularly those specialising in secretarial and administrative work. You should also check the local press, Jobcentre Plus offices and Directgov (Jobseekers page).

• Directgov (Jobseekers page)

With experience you could move into related areas of work and become an administrator, personal assistant (PA), supervisor, trainer or human resources officer or assistant.

Job profiles are based on the latest information supplied to us by industry bodies, such as Sector Skills Councils. Please be aware that with the introduction of the Qualifications and Credit Framework there has been, and will continue to be, changes to vocational qualifications. For more information, please check with industry bodies directly.

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