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Telephonist

Do you want to become a Telephonist? Here is some information to help point you in the right direction:

Job Description - Print Page

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Telephonists, or switchboard operators, deal with incoming and outgoing calls. They are often the first person a caller hears when they are contacting an organisation. They:

• answer incoming calls
• connect or direct callers to the correct person or department
• deal with enquiries
• take messages
• connect outgoing calls if internal staff have difficulty in obtaining a number.

The work varies between organisations. In small companies, a receptionist may also be the telephonist.

In a telephone-operating company the work may include:

• dealing with calls from people who are having difficulty making a call
• dealing with reverse-charge calls
• answering directory enquiry calls
• receiving and passing on reported faults
• receiving and directing 999 calls to the relevant emergency service.

Telephonists work around 35 to 40 hours a week. Shift work including weekend work is usual. They work in telephone rooms, offices or contact centres.

Salaries range from about £12,500 to £18,500 a year.

Telephonists should:

• have a pleasant telephone manner
• have good hearing and a clear voice
• be polite and confident
• enjoy providing a good service to customers.

Telephonists are employed in any organisation with large numbers of people using separate telephones. They also work for telephone operating companies and companies offering directory enquiry services.

There are no formal entry requirements, although good GCSEs/S grades (A-C/1-3), including English language, are an advantage. Apprenticeships may be available. There is no upper age limit.

Training is usually on the job, under the supervision of an experienced telephonist.

In large organisations, there may be opportunities for telephonists to move into more senior positions as supervisors, managing a team of operators and training new recruits. Some may move into working as a receptionist or in a contact centre.

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