Call or Contact Centre Occupation

Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.


  • Arranges for field staff to visit the caller if further assistance is required.
  • Maintains details of calls received, the action taken as a result of a call and updates customer database as required.
  • Advises on services available and sells additional products or services.
  • Informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary.
  • Interviews caller to establish the nature of any complaint or the requirements of the client.
  • Answers incoming telephone calls from existing or prospective customers.

Typical Education Level

Level 3 NVQ; A Levels

Will retirement created job openings

In the UK, 8% in this profession are aged 55 or above.* They will likely retire in the next 10 years, creating a demand for new workers

*This is based on national data


Average annual earnings

The current average wage for call or contact centre occupation is £23,563

2,737 positions

Current Employment

The number of jobs in the career for the current year is 2,737. Job counts include both employed and self-employed persons, and do not distinguish between full- and part-time jobs.


Job Postings

Over the past year, jobs have been posted for call or contact centre occupation roles.

How well does it pay?

Normal pay for this occupation is £23,563 per year. That is about £1,964 per month or £12.08 per hour. New workers generally start on £11,803, while highly experienced workers can earn as much as £28,404

Is it growing or declining?

This career has remained the same over the last 2 years, and is expected to remain the same over the next 4 years. Currently, 2,737 people are employed in the region.

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