Midlands Apprenticeships
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Contact Centre Operations

Most large companies have a contact centre, also referred to as a call centre, to allow customers to get in touch with them. It is a growing industry in the UK and therefore one which offers excellent career prospects.

If you do an Apprenticeship in Contact Centre Operations you could work in any sector area. The list of companies with contact centres is huge, ranging from banking, insurance and travel through to public services like the NHS or local government.

You will need to have a variety of skills, such as being able to use telephones and computers, be able to listen and communicate effectively in writing and over the telephone and have the ability to solve problems. Most importantly, you should have good people skills and be able to deal with people politely and effectively.

Example roles

Intermediate Level Apprenticeship

Advanced Level Apprenticeship

Higher Apprenticeship


  • Telesales Operator
  • Contact Centre Agent
  • Help Desk Operative
  • Sales Advisor
  • Customer Service Advisor
  • Outbound Sales Agent
  • Inbound Sales Agent
  • Outbound Customer Service Agent
  • Inbound Customer Service Agent
  • Telephone Banking Advisor
  • Sales Team Leader
  • Customer Service Team Leader
  • Contact Centre Team Leader
  • Supervisor
  • Support Analyst
  • Contact Centre Manager


  • Resource Scheduling Manager
  • Senior Planner
  • Team Manager
  • Key Account Manager
  • Senior Contact Centre Manager