Introduction

Like all large organisations – in both public and private sectors, local authorities receive a large number of telephone calls. Telephonists are employed by all types of council – district/borough, county, unitary and metropolitan – to answer calls and connect people to appropriate members of staff.

There are more than 5,000 telephonists working in local authorities, with many more combining reception/telephonist duties.

Work Environment

They work indoors, seated at a desk with a switchboard console in front of them and usually wearing a headset. Some switchboards are screen-based and provide information about incoming calls.

Hours of work are 37, from Monday to Friday. Hours may be flexible with lunch taken at different times on different days. (If there is only one telephonist, an administrative assistant with experience of telephonist work may take over while the operator has a lunch break.)

Daily Activities

Their first task is to listen to messages left on an answering machine out of office hours and pass them on to appropriate people. They then switch this off and start to operate a switchboard that receives several incoming calls at the same time.

They answer each one as quickly as possible, sometimes having to explain to callers that they are dealing with several calls already and will come back to them very soon. They answer each call politely, giving the name of the council and asking how they can help. Sometimes the caller simply asks for a person or extension number. The telephonist then connects them straight away. If the line is busy or there is no answer and the person being called does not have a voice mail system they ask callers if they would prefer to ring back or be transferred to someone who can take a message. Alternatively, they might give the caller the person’s direct external telephone number so that they can ring back.

However, very often the caller does not know who they need to speak to. In this case the operator has to find out the reason for their call. It is important to do this fairly quickly in order to attend to other calls – but without the caller being made to feel hurried.

Sometimes callers begin to describe a problem or launch into a complaint. In this case it is necessary to respond helpfully but offer tactfully to transfer the call to the person who will be able to deal with it. Telephonists in all organisations have these kinds of enquiries but in local government callers often ring the wrong council. They do not always know which type of council provides which services and in a town that has both borough and county council offices operators may spend a large part of their time redirecting callers.

Telephonists need to keep an up to date telephone directory with the names, numbers and responsibilities of all staff. They usually also keep the numbers of other local and national government offices.

They connect some outgoing calls for members of their own staff and help any who are having difficulty in connecting to a number or sometimes do not know the correct dialling code. They may connect some international calls – but will know who is authorised to make them and keep records. They may have to tell someone that the call cannot be made.

Before leaving for the day they switch the system on to answering service.

The job may be combined with that of a receptionist.

Skills & Interests

Telephonists need to be:

• polite
• tactful
• helpful.

They must like speaking to people and helping with enquiries. Sometimes they have to deal with angry people and must not become upset themselves. A clear speaking voice and good hearing are essential but hearing impaired people can be employed if they are able to hear using special sensory equipment.

Entry Requirements

No formal qualifications are required.

Councils may give preference to applicants with previous experience of switchboard, reception, customer care or local authority administrative work. Necessary training is given, sometimes from manufacturers of the specific switchboard system and/or via NVQs/SVQs in Customer Service.

It may be possible to enter this field of work via an Apprenticeship (part of the Skillseekers Initiative in Scotland) in Customer Service.

Estimated salary range

£12,400 – £13,300, depending on experience.

Please note that salary information is a guide only and there may be local agreements in place. For further information about salaries for particular positions, please contact your local council directly.

Future prospects & opportunities

A small council might employ just one telephonist; a large one, two to four. In larger councils there may be an opportunity to become a supervisor.

Some telephonists become receptionists or clerical assistants.

Related Occupations

Follow this link to view a list of all related occuptions in Supporting Your Community.
Alternatively, follow this link to view all career profiles placed in the same job area.

Further Information & Services

You can get information on the job of a telephonist from your local council.

Institute of Customer Service www.instituteofcustomerservice.com

E-Skills www.e-skills.com

You may find further information about this area of work in your local Connexions service/careers office/school careers library – under AD.

What should I do next?

Look for current local government Telephonist vacancies in the following places:

• LGjobs.com - the official recruitment website for local government.
• Weekly, bi-weekly or monthly jobs bulletins produced by local councils themselves, available from libraries, community centres, town halls/main civic buildings and central council personnel departments.
• Local council websites.
• Local newspapers
• National newspapers – The Guardian is particularly well known for its public sector job advertisements on a Wednesday.

Find out about the council and get some work experience if possible by:

• Making the most of work experience placements arranged through your school, college or university.
• Contacting councils close to your home to find out about the work experience opportunities they offer.
• Talking to someone who does the job you are interested in – ring your local council to see if someone can spare some time.
• Making an appointment to see a careers adviser for more specific information about jobs and training.