Customer service takes place whenever you interact with a customer, whether face to face, on the telephone, via letter or e-mail, or by any other means. For example, this could be transacting a sale or dealing with an enquiry or query, or even making a delivery.


For most organisations, including merchants and their suppliers, customer services are responsible for:

  • Making sales
  • Serving customers with the best customer service
  • Providing information about products and services
  • Solving problems
  • Administrative duties
  • Keeping an eye on stock levels and ensuring that stock is replenished
  • Keeping the customer service space clean and tidy to please customers.

Dependent on experience and training there is plenty of opportunities for career progression in customer services.If you start as a customer service assistant a career path for you can be:

  • Customer Service Assistant
  • Customer Service Advisor
  • Customer Service Team Leader
  • Customer Service Manager

To find out how to start your career and where a career in Customer Services can take you click the tabs below.  


“ Lots of businesses say that we are a people business. I don’t think I would of stayed in the industry for 9 years if I didn’t believe that. I get a sense of achievement getting up every morning and realising I get to help people, people who want to move, build homes and improve the quality of living they have.”


  • It is good fun! It is a friendly environment where everyone you meet, whether it is colleagues customers, are full of banter. There is a lot to learn and you won’t be bored. It is the perfect job for those who don’t want to sit behind a desk all day.
  • A strong customer service ethic is the main skill you will need. You will also require communication skills to help you with effectively communicating with colleagues and customers.
  • If you see yourself working in a shop you could work in Builders Merchants or show room. But there are also job opportunities working on the telephones answering customer queries for both the suppliers and larger merchants
  • Not at all! A lot of people already in the industry start their customer service career by chance, a lot of them starting at a young age as a part time assistant or as weekend worker. You can get on the job training, and if you wish to progress in this role, there are plenty of opportunities to take qualifications alongside your job role.