Call Centre Agent Job Description
Use this template to attract reliable, service-focused call centre agents. It covers typical responsibilities, realistic essential criteria and advert-writing tips so you can quickly publish a clear vacancy that draws candidates with the right communication skills and shift availability.
What does a Call Centre Agent professional do?
A Call Centre Agent handles inbound and/or outbound customer contacts, resolves enquiries, records interactions in systems and meets performance targets such as call quality, average handling time and first-call resolution.
Call Centre Agent job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
Call Centre Agent
About the role
[Company] is recruiting a Call Centre Agent to join our contact centre team in [Location]. You will handle customer enquiries by phone (and sometimes email/chat), log outcomes in our CRM, follow company guidance and escalate complex issues. This role requires strong spoken English, basic IT skills and the ability to work the advertised shift pattern.
Key responsibilities
- Answer inbound customer calls professionally and courteously, or make outbound calls where required.
- Identify customer needs, resolve routine enquiries and provide accurate product/service information.
- Log all interactions and outcomes promptly and accurately in the CRM or contact-management system.
- Follow scripts, process flows and company policies while exercising good judgement for exceptions.
- Handle complaints and escalations, liaising with supervisors or specialist teams as needed.
- Meet agreed performance targets such as call quality, average handling time and first-call resolution.
- Take part in quality monitoring, team briefings and training sessions to maintain standards.
- Comply with data protection, security and regulatory requirements applicable to customer contacts.
Essential skills and experience
- Excellent verbal communication and active listening skills in English.
- Basic IT literacy: familiarity with Windows, web browsers and the ability to use a CRM or contact-management software.
- Comfortable using a headset for long periods and typing while speaking to customers.
- Ability to work the required shift pattern, including evenings or weekends if the role requires.
- A customer-service mindset: patience, clear articulation and problem-solving ability.
- Right to work in the UK (employers should check eligibility during recruitment).
Desirable
- Previous experience in a contact centre, customer service or telesales role.
- Experience using popular CRM platforms or telephone systems (IVR, ACD).
- Additional language skills to support non-English-speaking customers.
- Formal customer service qualification (for example NVQ/SQA Level 2) or in-house training completion.
- Familiarity with compliance requirements relevant to the sector (e.g. financial services, utilities).
What we offer
- [Competitive salary or hourly rate]
- [Pension scheme]
- [Holiday allowance]
- [Performance-related bonus or commission scheme where applicable]
- [Paid training and development opportunities]
- [Flexible or hybrid working options if offered]
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is a Call Centre Agent role?
Call Centre Agents manage high volumes of customer interactions by phone and sometimes by email or chat. They answer enquiries, resolve problems where possible, escalate complex cases and record every contact in a customer relationship system. Agents work to measurable performance standards and often operate on rostered shifts to provide continuous service.
Typical duties
Handling inbound/outbound calls, updating CRM records, following scripts, and escalating issues when needed.
Working patterns
Shift-based schedules are common; roles can include early/late shifts, weekends and occasional overtime.
Performance focus
Measured by call quality, average handling time, conversion rates (where applicable) and customer satisfaction.
Typical Call Centre Agent responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Answer inbound customer calls professionally
Answer inbound customer calls professionally and courteously, or make outbound calls where required.
Identify customer needs
Identify customer needs, resolve routine enquiries and provide accurate product/service information.
Log all interactions
Log all interactions and outcomes promptly and accurately in the CRM or contact-management system.
Follow scripts
Follow scripts, process flows and company policies while exercising good judgement for exceptions.
Handle complaints
Handle complaints and escalations, liaising with supervisors or specialist teams as needed.
Meet agreed performance targets such
Meet agreed performance targets such as call quality, average handling time and first-call resolution.
Take part in quality monitoring
Take part in quality monitoring, team briefings and training sessions to maintain standards.
Comply with data protection
Comply with data protection, security and regulatory requirements applicable to customer contacts.
Call Centre Agent skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Excellent verbal communication and active listening skills in English.
- Basic IT literacy: familiarity with Windows, web browsers and the ability to use a CRM or contact-management software.
- Comfortable using a headset for long periods and typing while speaking to customers.
- Ability to work the required shift pattern, including evenings or weekends if the role requires.
- A customer-service mindset: patience, clear articulation and problem-solving ability.
- Right to work in the UK (employers should check eligibility during recruitment).
Useful where relevant
- Previous experience in a contact centre, customer service or telesales role.
- Experience using popular CRM platforms or telephone systems (IVR, ACD).
- Additional language skills to support non-English-speaking customers.
- Formal customer service qualification (for example NVQ/SQA Level 2) or in-house training completion.
- Familiarity with compliance requirements relevant to the sector (e.g. financial services, utilities).
See our guide to what to include in a job advert before publishing.
How to write a Call Centre Agent job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be clear about shift pattern and hours
State core hours, whether evenings/weekends are required and if shift swaps or flexible hours are possible — these details strongly influence candidate interest.
Specify contact types and systems
Say whether the role is inbound, outbound, sales or service-led and mention the CRM/phone platform type to set realistic expectations.
List measurable expectations
Include KPIs candidates will be judged on — for example call handling time, first-call resolution or quality scoring — so applicants understand the performance focus.
Highlight training and progression
Mention the induction, ongoing coaching and any clear progression routes to retain applicants who want career growth.
Call Centre Agent salary considerations
Pay for call centre agents varies by location, sector and the nature of the role. Employers should consider multiple factors when setting salary or hourly rates rather than relying on a single market figure.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What Call Centre Agent candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
What is the hourly rate or salary and are there shift premiums or bonuses?
Candidates need clarity on base pay, any enhancements for unsocial hours, and whether commission or performance bonuses are part of total pay.
What are the working hours and rota pattern?
Applicants want to know start/finish times, frequency of weekend shifts, flexibility and any requirement for overtime.
What training and development do you provide?
Detail induction length, on-the-job coaching and opportunities for progression to supervisory or specialist roles.
How do you measure performance and what targets will I be expected to meet?
Explain the KPIs used, frequency of reviews and whether targets are individual, team-based or both.
Is the role onsite, hybrid or remote?
Candidates must know workplace location, any homeworking options and whether attendance at the contact centre is mandatory for certain shifts.
Where to post a Call Centre Agent job
This role suits a broad and diverse candidate pool, so distribute the vacancy across general UK job boards, contact-centre and customer-service specialist sites, and professional networks such as LinkedIn. Use local channels and community groups for entry-level hires and advertise language-specific roles in forums that reach bilingual candidates. Consider recruitment agencies for bulk hiring or hard-to-fill shift patterns.
Related customer service / contact centre job descriptions
Recruiting for a slightly different role? These templates may be a closer fit.
Call Centre Agent job description FAQs
Should I advertise experience as essential or desirable?
Make direct customer-contact experience desirable unless the role requires immediate performance with little training. For high-volume or trainee-friendly roles, emphasise training and list experience as desirable to widen the candidate pool.
How do I assess communication skills before interview?
Use short telephone screening calls or brief recorded exercises to evaluate spoken clarity and listening skills. Incorporate role-relevant scenario questions into the application form to assess written communication.
What checks are appropriate for call centre hires?
Standard right-to-work checks are essential. Additional background checks depend on sector risk — for regulated sectors, consider industry-specific screening or reference checks, but do not apply intrusive checks unnecessarily.
How long should probation be for this role?
Common practice is a probation period of three months to allow for training and performance assessment, but this can be shorter or longer depending on training complexity and operational needs.
Ready to publish?
Copy this template into your hiring platform and customise details such as location, shift pattern, pay and benefits. Make sure to include clear information on hours, training and KPIs to attract candidates who can meet the role’s demands.
