How to Write an Effective Call Centre CV (Free Writing Guide With Examples)
In the UK, call centres offer dynamic work environments with plenty of career opportunities. Starting at an entry-level position, you can progress to leadership or management roles over time. A professional CV paired with a tailored call centre cover letter can significantly boost your chances of success and set you on the path to a thriving career.
Whether you're a fresher, new to customer service or aiming for bigger roles, writing a good CV is key. It shows off your communication skills and how much you care about helping customers.
In this guide, we cover:
Key sections for a call centre CV
How to write a call centre CV without experience
How to make sure your CV outsmarts application tracking systems (ATS)
Call centre CV examples for different roles.
Call centre CV example
Download this free sample CV for a call centre job in the UK.
In this CV example, Elizabeth is a customer-centric and highly skilled professional. With a background in team leadership and call handling, her work experience showcases her achievements in enhancing customer satisfaction and team productivity. She is a well-rounded agent committed to advancing her career to a managerial or team-leading role. The Toronto CV template is well-formatted and presents her professional background effectively.
To find more CV examples, formats, or CV templates for different job scenarios that can help you write your call centre CV, browse the following:
What to include in a call centre CV?
To create a compelling call centre CV, we suggest following these steps:
Begin with your CV with personal contact details, and make sure they are up-to-date
Create a concise personal profile highlighting your passion for customer service.
List relevant skills, showcasing the ability to handle various tasks efficiently.
Include your work experience, outlining any roles and achievements, demonstrating your contributions.
Add relevant education and certifications, whilst mentioning any additional languages spoken, as multilingual abilities are highly valued in this role.
We recommend reading our article to find a comprehensive overview of the CV writing process to get started.
How to create a captivating call centre personal profile
Your CV personal profile is an opportunity to grab the recruiter's attention by introducing yourself and your career aspirations. Consider this a brief, impactful summary that expresses your enthusiasm for the role. Showcase the skills and qualities that make you an ideal candidate.
Pro Tip
Ensure you tailor your profile and create a job-specific CV. Use keywords from the job posting to demonstrate that you're the perfect fit.
Call Centre Agent CV Personal Profile Example
A customer-centric Call Centre Agent, skilled in English and Spanish, with a two-year proven track record of delivering exceptional service. Demonstrates excellent communication and problem-solving abilities, with the flexibility to navigate challenging situations while maintaining a positive attitude. Committed to consistently achieving high levels of customer satisfaction and contributing to the organisations success.
Call Centre Team Lead CV Personal Profile Example
Dedicated Call Centre Team Lead with four years of experience motivating and guiding agents to deliver top-notch customer service. Known for exceptional leadership skills, fostering a collaborative and high-performance environment. Proficient in call centre operations, focusing on optimising workflows and ensuring team productivity. Committed to driving customer satisfaction and achieving team objectives.
Call Centre Advisor CV Personal Profile Example
Highly organised and dedicated Call Centre Advisor, fluent in English and Mandarin, offering a three-year track record providing excellent customer support in a fast-paced setting. Possesses excellent interpersonal skills, empowering effective problem resolution and customer relationship building. Dedicated to ensuring customer satisfaction, consistently meets and exceeds service goals while upholding the organisations values.
Call Centre Manager CV Personal Profile Example
Results-driven Call Centre Manager with a wealth of experience overseeing call centre operations. Known for creating strategic plans, optimising processes, and driving team performance to achieve and surpass KPIs. Possesses strong leadership, analytical, and communication skills. Dedicated to delivering an exceptional customer experience and steering the call centre towards continuous growth and success.
How to list skills for a call centre CV
When listing key skills on your CV for a call centre job, consider these recommended tips:
Highlight your ability to perform tasks efficiently, such as handling high call volumes and achieving targets in a fast-paced setting.
Demonstrate your expertise with tangible examples from part-time work experience or volunteer roles that are customer-focused.
For those with little to no experience, consider adopting a skills-based CV format to emphasise your transferable skills, such as effective communication, attention to detail, and teamwork from previous jobs.
| Hard skills | Soft skills |
|---|---|
| Data analysis | Patience in high-pressure situations |
| Sales | Conflict resolution and de-escalation |
| Performance and KPI reporting | Positive attitude |
| Training and mentoring | Cultural sensitivity in communication |
| Call quality assurance | Teamwork |
| Compliance monitoring | Active listening |
| IT troubleshooting | Adaptability to new targets and systems |
| Multichannel communication | Problem-solving on first contact |
How to include your call centre experience on your CV
In the work experience section, outline your key responsibilities, achievements, and contributions. For example, mention how you exceeded call volumes, customer satisfaction rates and sales targets. Use concise language and action verbs that match the job description.
[Job Title], [Company Name] [Location], [Dates]
Brief paragraph (3-4 lines) outlining role, responsibilities, and context.
Bullet 1: A strong, measurable achievement using an action verb. Bullet 2: Another quantifiable contribution or recognition received.
Work experience CV examples
Call Centre Team Lead | Dynamic Customer Solutions, Manchester | 2019 - Present
Lead a team of 15 call centre agents to exceed performance targets consistently. Implementing innovative call handling procedures to reduce average call durations, and conducting regular training sessions to improve call agent performance.
Achieved a 10% increase in team productivity within the first quarter.
Reduced call abandonment rate by 12% through improved call handling procedures.
Call Handler | Global Support Services, Birmingham | 2020 - Present
Manage both inbound and outbound calls while ensuring top-quality customer service. Collaborated with cross-functional teams to optimise call-handling procedures, significantly reducing customer issue resolution times.
Achieved a 98% customer satisfaction rate through effective problem-solving and clear communication.
Implemented a new call script, which resulted in a 10% increase in first-call resolutions.
Call Centre Manager | Connect All Solutions, London, UK | 2021 - 2025
Supervised the daily operations of a call centre with 50 agents, ensuring targets were consistently met. Conducted regular staff training meetings and mentored the performance of agents. Developed and executed strategies to improve customer satisfaction, achieving exceptionally high ratings.
Conducted regular staff training, leading to a 15% decrease in call handling time.
Developed and executed strategies to improve customer satisfaction, achieving a 97% rating.
Call Centre Operator CV with no experience:
On a call centre agent CV without experience, emphasise transferable skills, such as communication and problem-solving abilities, gained from work experience in administration or customer service settings. Include relevant courses and certifications related to your job targets to support your CV.
Download this free sample for a call centre CV with no experience in PDF.
How to improve your call centre CV with the education section
In your education CV section, highlight your academic qualifications, such as courses, certifications and professional training relevant to your job targets.
How to format the CV education section
A-Levels
[Qualification name], [Institution], [Location], [Year completed]
English Language (B), Business Studies (C), ICT (C), Bristol City College, Bristol, UK, 2018
GCSEs
[Qualification name], [Institution], [Location], [Year completed]
10 GCSEs (A–C), including English and Mathematics, Greenfield High School, Bristol, UK, 2016
College diploma
[Diploma/Course name], [College name], [Location], [Year completed]
Business Administration Level 3, Bristol City College, Bristol, UK, 2020
University degree
[Degree] in [programme name], [institution/school name], [Location], [date range, year of graduation, or in progress]
Bachelor of Arts (BA) in Business and Management, University of Bristol, Bristol, UK, 2016
For a detailed overview of the entry requirements for this role, browse the job profile of a call operator with the National Careers Service.
Best call centre CV format
Creating a well-formatted and error-free CV is vital to making a lasting impression. Follow these tips to strengthen your application and increase your chances of success:
Tips on how to format your CV
Keep your CV to an optimal length and use a professional font throughout.
Use a chronological CV format that first lists the most recent entry and works backwards.
Present your work experience by writing the company name, job title, responsibilities, and dates.
Use bullet points to highlight key achievements or accomplishments.
For education, mention the institution, course, dates of study, and relevant achievements.
Pro tip
If you write a sample CV for a call centre agent without experience, including references can also increase your chances of landing an interview.
Read whether adding references to a CV is optional or mandatory for your target job.
Call centre CV essentials
Tailor each CV to the specific call centre role and company you’re targeting.
Showcase transferable skills, achievements, and experience that align with the job requirements.
Highlight customer service passion and proven communication, listening, and telephone skills.
Boost your profile with relevant training or certifications and include references to strengthen applications with limited work experience.
Next steps?
Looking to write a modern CV or improve the CV you already have? Maximise your chances of landing your dream job and use our expert CV Writing Service. If you’re shortlisted for an interview, prepare for a hands-on assessment, including telephone and keyboard evaluations. Read our blog on tips for a successful telephone interview for more expert insights.
FAQs
What qualifications do you need for a call centre job in the UK?
Gaining qualifications is generally optional for this job. However, typically, employers prefer candidates with secondary-tier qualifications in English, Maths and IT. If you have little to no experience or are looking for entry-level roles and apprenticeships, complete a course or gain customer service and retail work experience if you lack qualifications.
Can you apply for a call centre job with no experience?
Yes, many call centre positions offer entry-level roles, such as call centre assistant, internships or apprenticeships. Instead, highlight relevant skills and qualifications to leverage your call centre CV. If you speak another language, don't forget to include this in your CV.
How do I write a simple call centre CV in the UK?
To create a simple CV, use a straightforward and user-friendly basic CV template. Use a clear structure with sections and information relevant to your job targets. To keep it simple, just add personal details, a personal profile, work experience, education, and skills. There are optional sections to include, which depend on your professional background.
How much does a call centre worker earn in the UK?
The salary in the UK varies based on the location and the specific role. Still, according to National Careers, this figure ranges from £15,000 for entry-level roles to £28,000 per year for more experienced agents.
Explore our blog article for valuable insights into the highest-paying jobs in the UK.
Can you do call centre work from home?
Work-from-home jobs have become more prevalent in the UK job market. Many companies and employers offer flexible work arrangements, such as remote and hybrid work models. Call centre jobs offer flexible work-from-home opportunities, enabling employees to deliver customer support and assistance from the comfort of their own homes.
