5 CV examples · UK · Updated October 2026
Customer Service CV Examples and Templates (UK)
A strong customer service CV proves you resolve problems first time, stay calm with unhappy customers and hit service targets such as quality scores and first contact resolution. Open with a short personal profile, then back every claim with a number.
Customer Service CV at a glance
- Best format
- Reverse-chronological, single column, personal profile first
- Length
- 1 page for advisers; 2 pages for specialists and leaders
- Top skills
- Complaint handling and de-escalation, First contact resolution, Accurate CRM record keeping, Clear phone and written communication
- Key qualifications
- GCSE English and Maths (or National 5s), Customer Service Practitioner Level 2 (England), Modern Apprenticeship in Customer Service (Scotland)
- Average salary
- £20,000 to £30,000 a yearstarter to experienced, National Careers Service
- Typical hours
- 37 to 40 a weekevenings, weekends, bank holidays on shifts
5 customer service CV examples for 2026
Below are 5 UK customer service CV examples, from a college leaver with no experience to a contact centre team leader, plus copy-ready personal profiles, skills, bullet points, ATS keywords and a free customer service CV template in Word for each one. Each one is shown at true A4 size and comes with a free single-column Word template. Open any example to read it in full.
Swipe to see all 5 examples →
Chloe Adebayo
Customer Service Adviser
Sunderland · chloe.adebayo@email.com · 07700 900472
Personal Profile
Friendly, organised college leaver with a year of part-time front of house work at a busy cinema, serving customers at the box office, kiosk and screen doors. Completed a BTEC in Business and a work placement in a housing association’s contact centre. Seeking a first full-time customer service adviser role, with full availability for evening and weekend shifts.
Core Competencies
Customer service · Phone manner and active listening · Complaint handling · Cash and card payments · Online booking systems · Typing (45 words a minute) · Microsoft Word, Excel and Outlook · Data protection awareness · Yoruba (conversational)
Employment History
Front of House Team Member, Wearglen Cinema, Sunderland Sep 2025 – Present
- Serve up to 200 customers a shift on the box office and kiosk tills, keeping Saturday queues under ten minutes.
- Answer questions about bookings, refunds and accessible screenings in person and by phone, checking details on the booking system.
- Calmly handle complaints about sold-out shows and booking errors by offering other screenings, passing only out-of-policy refunds to managers.
Work Experience, Customer Contact Team, Copperbeck Housing Association, Sunderland Feb 2025
- Shadowed contact centre advisers for a week, listening in on repairs, rent and neighbour complaint calls through a second headset.
- Helped an adviser log repair requests on the housing management system, checking tenant details and urgency before the adviser submitted each one.
- Learned how advisers complete data protection security checks and flag tenants who may need extra support.
Volunteer, Welcome Desk, Barnesmoor Community Food Bank, Sunderland Sep 2024 – Aug 2025
- Welcomed up to 40 visitors each Saturday, checking referral vouchers and explaining how the food bank works with discretion.
- Signposted visitors to local advice services for energy bills and debt, using the food bank’s printed directory.
Education & Qualifications
BTEC Level 3 National Extended Diploma in Business (DDM), 2026
8 GCSEs grades 9-4 including English Language (6) and Maths (5), 2024
Achievements
- Course representative for BTEC Business (2025 – 2026), presenting classmates’ feedback at termly course meetings
Why this example works
- Turns a cinema job into customer service evidence: volumes, phone queries and complaints, the core of any contact centre advert.
- A one-week placement adds the right keywords, such as housing management system and data protection checks, before her first office job.
- States evening and weekend availability up front, answering the shift question every contact centre recruiter asks first.
Ross McAllister
Customer Service Adviser
Glasgow · ross.mcallister@email.com · 07700 900815 · linkedin.com/in/rossmcallister
Profile
Customer service adviser with seven years in customer-facing roles, the last three and a half on an inbound broadband helpline handling billing, faults and cancellations. Consistently above target for first contact resolution and quality, confident with security checks and secure card payments, and trusted to buddy new starters. Seeking a senior adviser role in Glasgow.
Employment History
Customer Service Adviser, Fibrelune Broadband, Glasgow Apr 2023 – Present
- Answer 35 to 50 inbound calls a day on bills, faults and home moves, resolving 78% first time against a 70% target.
- Run remote line tests and router resets with customers on the call, booking engineer visits only when remote fixes fail.
- Kept 34% of customers who called to cancel in 2025 by reviewing their usage and offering a package that fitted better.
Sales and Service Adviser, Braidcraig Mobile, Glasgow Jun 2021 – Mar 2023
- Set up pay monthly contracts and upgrades in store, completing credit checks and explaining contract length and monthly costs clearly.
- Transferred contacts and photos to new handsets and set up apps before customers left, cutting return visits for the same problem.
- Beat monthly upgrade and accessory targets in 17 of 21 months and earned the store’s top service score in summer 2022.
Customer Assistant, Rowanbeck Foodstores, Glasgow Aug 2019 – May 2021
- Worked tills and the customer service desk, processing refunds and exchanges within store policy throughout the pandemic.
- Took over the store’s phone line during lockdown, logging collection orders for older and shielding customers.
Education & Qualifications
Highers: English (B), Business Management (B), Modern Studies (C), 2019
National 5s: six subjects including English and Maths, 2018
Key Skills
Inbound call handling · Billing and payment queries · Broadband fault diagnosis · Retention and cancellations · First contact resolution · Complaint handling · Data protection security checks · PCI DSS card payments · Salesforce Service Cloud · Buddying new starters
Why this example works
- Leads with contact centre KPIs (first contact resolution, quality, retention) set against targets, the numbers a call centre recruiter scans for.
- Names technical tasks such as line tests and router resets, showing he fixes problems on the call rather than just logging them.
- Shows a clear route from shop floor to phone-based service, with security checks and card payments that transfer to any contact centre.
Why this example works
- Proves written-channel skill with concurrent chats, a satisfaction score and help centre content, the evidence remote support managers look for.
- Names UK consumer law (the Consumer Rights Act 2015 and the 14-day cancellation right) that online retailers need advisers to apply correctly.
- A short home working section answers the practical question every remote employer asks: can this person work well unsupervised?
Why this example works
- Shows command of UK complaint rules (eight-week final responses, summary resolution communications, ombudsman referrals) that financial services recruiters test at interview.
- Measures quality, not just speed: ombudsman agreement rate, a root-cause fix and peer checking signal readiness for a team leader or quality role.
- Uses Welsh-language service as a concrete strength, valuable to any employer serving customers across Wales.
Applying through an online portal? Use the Word download: it is the same CV in a single-column, ATS-safe layout. Keep this two-column design for emailing and networking.
Tariq Mahmood
Customer Service Team Leader
Leeds · tariq.mahmood@email.com · 07700 900693 · linkedin.com/in/tariqmahmood
Profile
Customer service team leader with thirteen years in contact centres, currently leading 14 advisers across phone, webchat and email for a UK energy supplier. Improves results through daily coaching, call calibration and fair, well-planned rotas, and makes sure customers in vulnerable circumstances get the right support. Completed a Level 3 Team Leader or Supervisor apprenticeship with Distinction and is ready for an operations manager role.
Employment History
Customer Service Team Leader, Aireglen Energy, Leeds Mar 2022 – Present
- Run daily huddles, monthly one-to-ones and real-time queue management with the planning team across phone, webchat and email.
- Raised first contact resolution from 68% to 79% in 18 months with a knowledge base covering the ten commonest billing queries.
- Coach advisers weekly using call recordings and the quality scorecard, lifting the team’s average quality score from 84% to 92%.
- Cut 12-month adviser turnover from 41% to 22% through a buddy scheme, fairer rotas and monthly recognition at team meetings.
- Trained the team to offer the Priority Services Register on every relevant call, doubling registrations from our calls in 2025.
Senior Customer Service Adviser, Aireglen Energy, Leeds Jun 2019 – Feb 2022
- Acted as first escalation point for 20 advisers, approving goodwill payments and account adjustments within my authority limit.
- Resolved escalated billing complaints and issued final responses explaining Energy Ombudsman rights where we could not agree an outcome.
- Helped onboard customers transferred from a failed supplier under Ofgem’s Supplier of Last Resort process in late 2021.
- Delivered four-week induction academies on billing, smart meter queries and security checks, then coached new starters on live calls.
- Ran weekly calibration sessions with the quality team so every assessor scored the same call in the same way.
Customer Service Adviser, Aireglen Energy, Leeds Sep 2017 – May 2019
- Answered 45 to 55 inbound calls a day on bills, meter readings, payment plans and home moves.
- Set up affordable repayment plans for customers in arrears after checking income and outgoings, and signposted free debt advice.
- Booked smart meter installation appointments, explaining what happens on the day and what customers needed to prepare.
- Achieved the highest customer satisfaction score on my team in three quarters of 2018.
Customer Service Adviser, Holmewick Holidays, Leeds Sep 2013 – Aug 2017
- Managed bookings, amendments and cancellations by phone and email, explaining booking conditions and ATOL protection in plain terms.
- Rebooked stranded customers during flight disruption, arranging hotels and transfers with suppliers on out-of-hours shifts.
- Ranked in the top three of 25 advisers for travel insurance and upgrade sales on booking calls for two years running.
Saturday Sales Assistant, Chapelwick Sports, Leeds Sep 2011 – Aug 2013
- Served customers on a busy Saturday shop floor and tills while studying for A-levels, fitting football boots and running shoes.
- Answered phone queries about stock and customer orders, the part of the job that first drew me towards customer service.
Education & Qualifications
A-levels: Business Studies (B), Psychology (C), Information and Communication Technology (C), 2013
10 GCSEs grades A*-C including English and Maths, 2011
Training & Certificates
Team Leader or Supervisor Level 3 apprenticeship (Distinction), 2023 · Mental Health First Aider (MHFA England), 2024
Key Skills
Team leadership and coaching · Call calibration and quality scoring · Real-time queue management · Rota planning and absence management · KPI reporting (FCR, CSAT, AHT) · Complaint escalation · Billing and metering queries · Priority Services Register · Debt and payment plans · Recruitment and onboarding · Salesforce Service Cloud · Power BI dashboards
Technical
Salesforce Service Cloud, Genesys Cloud CX, Calabrio workforce management, Power BI, Microsoft Excel (pivot tables, XLOOKUP)
Projects
- Led the team’s switch to a new Salesforce case layout in 2024, writing quick-reference guides now used by 55 advisers across three teams
Languages
- English (native), Urdu and Punjabi (fluent): take escalated calls from customers who prefer to speak Urdu or Punjabi
Volunteering
- Mentor with a Leeds youth employment charity since 2023, running mock interviews and CV clinics for 16 to 24-year-olds
Why this example works
- Every leadership claim carries a before-and-after number (first contact resolution, quality, turnover), proving he improves a team, not just supervises it.
- Shows energy-sector knowledge recruiters screen for: the Priority Services Register, Energy Ombudsman rights and the Supplier of Last Resort process.
- Lists the Level 3 Team Leader or Supervisor apprenticeship and Mental Health First Aid, credentials that support a move into operations management.
Customer Service personal profile examples
Copy the personal profile that matches your level, then swap in your own experience, settings and results.
Friendly, reliable school leaver with GCSEs in English and maths, a year of Saturday work in a busy café and volunteering at a community fun run. Confident on the phone, quick to learn new systems and patient with people who are upset. Looking for a first customer service assistant role with full-time availability, including evenings and weekends.
Contact centre adviser with three years on inbound calls for a water company and a car insurer, handling billing queries, payments and complaints. Averages 96% on quality checks and resolves most calls without a transfer. Comfortable with data protection security checks and taking card payments securely. Seeking a customer service adviser role with scope to train new starters.
Former restaurant supervisor with six years running busy hospitality floors, now moving into contact centre customer service. Used to handling complaints face to face, managing bookings on reservation software and keeping guests happy when things go wrong. Types 50 words a minute and completed a customer service course in 2026. Seeking an inbound customer service adviser role.
Social media customer care adviser with three years handling direct messages, comments and reviews for a train operator and an online fashion brand. Answers within published response times, keeps public replies calm and brief, and settles refund requests within UK consumer law. Confident on Sprout Social and Zendesk, and seeking a home-based social media or live chat role.
Senior customer service adviser with six years at a mortgage lender, the last two covering the team leader’s role during holidays and absence. Runs morning huddles, takes escalated complaints and has coached four new starters through probation. Holds a Level 3 customer service apprenticeship and is seeking a first permanent team leader post.
Best skills for a customer service CV
List the skills the job advert and person specification name, in the same wording, and prove the important ones in your employment history.
Hard skills
- Inbound and outbound call handling
- Complaint handling and de-escalation
- Live chat and email support
- CRM and case management
- Data protection (UK GDPR) security checks
- Secure card payments (PCI DSS)
- Order tracking, returns and refunds
- Billing and account queries
- Retention and cancellation calls
- Appointment booking and scheduling
- Consumer Rights Act 2015 knowledge
- Supporting vulnerable customers
- Fast, accurate typing and note taking
Soft skills
- Active listening
- Empathy and patience
- Clear, jargon-free explanations
- Staying calm under pressure
- Taking ownership of problems
- Teamwork across shifts
- Accepting feedback from quality checks
- Attention to detail
Systems and equipment
- Salesforce Service Cloud
- Zendesk
- Microsoft Dynamics 365
- Freshdesk
- Genesys Cloud telephony
- Microsoft Teams, Outlook and Excel
- Headsets and softphones
- Relay UK text relay calls
Qualifications and training
- Customer Service Practitioner Level 2 apprenticeship (England)
- Customer Service Specialist Level 3 apprenticeship (England)
- Team Leader or Supervisor Level 3 apprenticeship (England)
- Modern Apprenticeship in Customer Service (Scotland)
- GCSE English and Maths at 9-4, or Functional Skills Level 2 (England)
- National 5 English and Maths (Scotland)
- Level 2 Certificate in Principles of Customer Service
- CII Certificate in Insurance (for insurance contact centres)
Customer Service CV bullet point examples
Strong bullets pair an action verb with a specific task and a measurable result. Adapt these to your own numbers.
Calls and first contact resolution
- Resolved 82% of inbound queries on the first call by checking the full account history before offering a fix.
- Kept average handling time within target while scoring 95% on quality checks, proving speed did not cost accuracy.
- Took overflow calls from the sales queue during peak weeks, switching between billing and sales processes without errors.
Complaints and difficult conversations
- Calmed angry callers by acknowledging the problem, agreeing clear next steps and calling back exactly when promised.
- Logged every complaint on the CRM on the day it arrived, so the team met its response deadlines with no breaches.
- Kept around 30 unhappy customers a month by offering fair goodwill gestures within my authority limit.
Live chat, email and social media
- Handled up to four live chats at once, adapting saved replies so every answer still sounded personal and on brand.
- Rewrote 25 email templates in plain English, cutting customer replies asking what a letter meant by a fifth.
- Monitored social media mentions and moved complaints to private messages within an hour, protecting the brand’s public reputation.
Data protection, payments and vulnerable customers
- Completed data protection security checks on every call before discussing an account, with no data breaches in two years.
- Recorded customers’ support needs, such as large print bills or a nominated contact, so colleagues could help them first time.
- Stopped customers typing card numbers into webchat, sent a secure payment link instead and masked any details already shared.
Action verbs for a customer service CV
Start each bullet with a precise verb instead of “responsible for”.
- Resolved
- Answered
- Handled
- Advised
- Explained
- Investigated
- Escalated
- Calmed
- Retained
- Processed
- Logged
- Tracked
- Arranged
- Booked
- Recorded
- Signposted
- Coached
- Mentored
- Trained
- Analysed
- Prioritised
- Organised
- Simplified
- Standardised
- Reduced
- Improved
- Exceeded
- Supported
- Calibrated
- Rewrote
Find more by category with the free action verb finder.
Best CV format for a customer service
Use a reverse-chronological customer service CV in a single column: personal profile, key skills, employment history, then education and training. Most advisers fit on one side of A4; complaints specialists and team leaders can use two. Leave off a photo, date of birth and full address.
| Your situation | Format | Length | Lead with |
|---|---|---|---|
| No experience or school leaver | Skills-led: profile, skills, part-time work, volunteering | 1 page | Availability, GCSEs or National 5s, customer-facing work |
| Contact centre adviser | Reverse-chronological | 1 page | Call volumes, quality scores, first contact resolution |
| Live chat or remote adviser | Reverse-chronological | 1 page | Channels, concurrent chats, CSAT and home working set-up |
| Career changer from retail or hospitality | Hybrid: profile and transferable skills first | 1 page | Complaint handling, systems and typing speed |
| Complaints handler | Reverse-chronological | 1-2 pages | Caseload, deadlines met, regulation and ombudsman outcomes |
| Team leader or supervisor | Reverse-chronological | 2 pages | Team size, KPIs improved, coaching and rotas |
Every example above follows these rules, on A4 and without a photo, date of birth or full address.
How to write a customer service CV that gets interviews
A customer service CV gets interviews when it proves you solve problems, keep customers calm and hit service targets. Recruiters skim, so put your channels, your setting and your best result in the personal profile and in the first bullet of each role.
Then add numbers: calls or chats a day, quality scores, first contact resolution, customer satisfaction (CSAT) and complaints resolved. ‘Held quality scores at 93% against an 85% target’ beats ‘responsible for answering calls’, and shows you understand how service is measured.
Job titles vary. Customer service assistant, adviser (or advisor), contact centre agent and call centre worker describe the same core job, so this advice works for a customer service advisor CV and a call centre CV too. Use the exact title from the advert under your name.
Customer service CV with no experience
You can write a customer service CV with no experience by treating part-time work, volunteering and school or college roles as evidence. Any time you served the public, took payments, answered questions or calmed someone down counts, from a café counter to a cinema box office.
In England, the National Careers Service lists college courses, apprenticeships and applying directly as routes in. The Customer Service Practitioner Level 2 apprenticeship lets you earn while you train, and direct-entry employers usually ask for GCSE English and Maths (or Functional Skills Level 2).
The routes are similar elsewhere in the UK. In Scotland, look for National 5 English and Maths and a Modern Apprenticeship in Customer Service; in Wales and Northern Ireland, GCSEs at A*-C plus Essential Skills, and a customer service apprenticeship.
Lead with a personal profile that names the job and your availability for evening, weekend and bank holiday shifts. Then list skills such as phone manner, typing speed and Microsoft Office, and give each role one concrete result.
Keywords to include in a customer service CV
Many large UK employers, contact centres and recruitment agencies screen applications with applicant tracking systems before a person reads them. Mirror the exact words in the advert, such as ‘inbound calls’, ‘first contact resolution’ or ‘CRM’, and use them naturally in your skills and bullets.
- Customer service, customer experience, customer satisfaction (CSAT), Net Promoter Score (NPS)
- Inbound and outbound calls, live chat, email, social media, face to face
- First contact resolution, average handling time, quality score
- Complaint handling, escalation, de-escalation, final response
- CRM, case management, ticketing (Salesforce, Zendesk, Dynamics 365)
- Data protection, UK GDPR, security checks, PCI DSS
- Vulnerable customers, Priority Services Register, Consumer Duty
How to show complaint handling and regulation on your CV
In regulated sectors, complaint handling is a compliance skill, so show you know the rules. The Financial Ombudsman Service says firms have up to 8 weeks to consider most complaints, and in Great Britain the Energy Ombudsman expects customers to give their supplier 8 weeks first.
Financial services employers look for the FCA’s Consumer Duty, in force for open products since 31 July 2023, and its guidance on vulnerable customers. Energy employers in Great Britain value the Priority Services Register, which suppliers and network operators keep for customers who need extra help.
Retail and online roles test returns knowledge. Under the Consumer Rights Act 2015, customers have 30 days to reject faulty goods for a full refund; under the Consumer Contracts Regulations 2013, online shoppers can usually cancel within 14 days of receiving their order. Show it in a bullet.
Customer service CV for career changers
Retail, hospitality and care workers already deliver customer service every shift, so moving into a contact centre is a short step. Use a hybrid CV: a personal profile and transferable skills first, then employment history rewritten in customer service language.
Translate your experience. ‘Handled table complaints on a 120-cover restaurant floor’ becomes complaint handling, and ‘took bookings on reservation software’ becomes systems experience. Add your typing speed and any IT course, because most advisers spend the whole shift on a CRM.
What to include and leave off a UK customer service CV
| ✓ Include | ✗ Avoid |
|---|---|
| A 3-5 line personal profile naming your channels, setting and the job you want | A photo, date of birth, age, marital status or nationality |
| The channels you have worked: phone, live chat, email, social media or face to face | Your full home address or National Insurance number |
| Service metrics: quality scores, first contact resolution, CSAT and complaints resolved | Duty lists copied from the advert, such as ‘answering calls’, with no results |
| Systems by name, such as Salesforce, Zendesk or Dynamics 365, plus your typing speed | An ‘objective’ in place of a personal profile |
| Complaint handling and regulated-sector knowledge, such as the Consumer Duty | Referees’ names and phone numbers |
| Your availability for evening, weekend and bank holiday shifts | Clichés such as ‘excellent communication skills’ with no example |
| GCSEs or National 5s in one line, plus apprenticeships and courses | Tables, text boxes and graphics that applicant tracking systems misread |
| Languages you speak, including Welsh or British Sign Language | Customer names, account details or anything confidential from past employers |
How to write a customer service CV
- Read the job advert closely. Note the channels (phone, chat, email), the sector, the shift pattern and the skills the advert repeats. Those words become your CV keywords, and the shift pattern tells you what availability to state in your personal profile.
- Write a personal profile. In three to five lines, say who you are, the channels and setting you know, one measurable result and the role you want. School and college leavers can lead with availability, GCSEs and transferable skills from part-time work.
- List 8 to 12 key skills. Mix hard skills such as complaint handling, CRM systems and data protection checks with soft skills such as active listening and patience. Match the advert’s wording so an applicant tracking system recognises them.
- Prove results in your employment history. List roles newest first with job title, employer, town and dates. Give each role three to five bullets that start with an action verb and include a number, such as calls a day, quality score or complaints resolved.
- Add education, training and systems. Summarise GCSEs or National 5s in one line, then list apprenticeships, A-levels, BTECs and short courses. Name the CRM, ticketing and telephony systems you have used, and add your typing speed if the advert mentions keyboard skills.
- Check length, layout and spelling. Keep to one side of A4 unless you are a complaints specialist, senior adviser or team leader with several relevant roles. Use a single column, UK spelling and a clear font, then save as Word or PDF, whichever the application asks for.
Customer Service salary in the UK
National averages for England. Use them to benchmark offers, not as a promise for any single job.
The National Careers Service puts average pay for a customer service assistant at £20,000 a year for new starters, rising to around £30,000 with experience. Typical hours are 37 to 40 a week, with evenings, weekends, bank holidays on shifts.
Source: National Careers Service, Customer service assistant job profile (Department for Education), contains public sector information licensed under the Open Government Licence v3.0. Figures are averages; pay varies by region, employer and experience.
Covering letter tip for a customer service
Treat your covering letter as a writing test, because customer service employers judge your tone, spelling and clarity. Open with the role and company, tell one short story of turning an unhappy customer around, then close with your availability for shifts. Keep it under 250 words and free of jargon.
Start from our cover letter templates or draft one in seconds with the cover letter generator.
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