Writing a CV feels a bit like trying to describe why you’re the best friend in the world, without sounding like you’re bragging. For customer service roles, you need that perfect balance of professionalism and approachability, with a dash of personality to show that you’ll be more than just a pleasant voice or face in the crowd.
Get ready to craft a CV that’ll have hiring managers calling you back faster than you can say “How can I help you?”.
Start strong with a customer-focused personal profile
The personal profile (or summary) is your opening pitch. Imagine you’re introducing yourself to someone who’s skimming through a stack of CVs over their tea break. Keep it short, clear, and focused on what makes you the perfect fit for customer service.
Instead of clichés like “motivated individual with strong communication skills,” try something specific and relevant to the job. For example:
“Experienced customer service professional with a proven record of increasing satisfaction ratings by resolving complex issues efficiently. Skilled in diffusing tense situations with empathy and achieving fast, effective resolutions in a high-volume environment.”
This kind of profile goes beyond vague descriptions and gives potential employers a clear idea of what you bring to the table.
Emphasise your relevant experience (using the XYZ format)
Customer service experience is a huge plus. If you’ve worked in retail, call centres, hospitality, or any role with direct customer interaction, bring it forward. But don’t just list your responsibilities; dig into the specifics of what you accomplished, using the XYZ format: “Accomplished X as measured by Y by doing Z.”
The XYZ format, popularised by Google recruiters, is a powerful way to showcase impact by stating what you achieved, the outcome, and how you did it. Here are some examples:
• Before: Handled customer complaints and inquiries.
• After: Increased customer satisfaction by 30% in six months by implementing a new complaint-resolution strategy, focused on active listening and tailored solutions.
Or:
• Before: Assisted customers with inquiries about products.
• After: Boosted monthly sales by £10,000 by upselling relevant products during customer calls, and improved product knowledge satisfaction scores by 25%.
These examples highlight your impact and add substance to your accomplishments.
Showcase your transferable skills
Customer service is about more than just answering calls or emails. It’s about empathy, patience, problem-solving, and a calm-under-pressure mindset. These are transferable skills that work across industries and are highly valued in the UK.
Include skills like:
• Conflict resolution: Describe how you transformed challenging situations into positive customer experiences (e.g., “Reduced complaint escalations by 40% through effective conflict-resolution training and de-escalation tactics.”).
• Time management: If you managed high volumes of calls or emails, quantify it (e.g., “Handled up to 100 calls daily while maintaining a 95% customer satisfaction rate”).
• Communication: Customer service is all about communication—mention if you’ve received positive feedback for your clear, kind responses. E.g., “Received 98% positive feedback scores by ensuring prompt, clear communication in high-stress situations.
Keep education and certifications short and sweet
If you have a degree, especially in something like communication or psychology, list it briefly. UK employers appreciate concise CVs, so don’t go into excessive detail. Relevant certifications, like those from the Institute of Customer Service or other UK-based organisations, can also make your CV stand out. Just remember: your education section is the supporting actor, not the star.
Add a section for tech and tools
Customer service today often involves a good amount of tech-savviness, so don’t forget to mention the tools you know. Familiarity with CRM software (like Zendesk, HubSpot, or Freshdesk), live chat systems, or even spreadsheets and ticketing systems is a plus. List these tools in a “Technical Skills” section to show you’re ready to jump in without needing hours of onboarding.
Inject a few action verbs
Remember, your CV is a living document, and your experience has made an impact. Use active, vivid verbs to bring it to life! Words like “streamlined,” “resolved,” “coordinated,” “enhanced,” and “assisted” add energy and make it sound like you didn’t just handle tasks but nailed them.
Proofread like a pro
Nothing says, “I’ll handle customer questions with care” like a well-edited CV. Typos, grammar errors, and inconsistencies are CV deal-breakers. Read it over several times, or better yet, ask a friend to take a look.
Writing a CV isn’t just about listing tasks; it’s about showing you’ve got what it takes to create positive experiences for customers. So go ahead, make it polished, keep it honest, and let a bit of your personality shine through.