The retail sales and customer services sectors offer a wide range of goods and services to customers. Some businesses specialise in particular products, such as books or shoes, while others, such as department stores, sell many different products.

• Retail sales staff deal directly with customers, taking payments and helping them find items in store.
• Customer services staff deal with customers' complaints and queries.
• Wholesale staff usually serve customers from a particular trade, rather than members of the public.

Full-time staff usually work 37 to 40 hours a week. Shift work is common, and there is plenty of scope for part-time and flexible working. Most people in the retail sector work in clean, bright shops and stores in customer-facing roles. Many also work behind the scenes in offices and contact centres. Some jobs may involve travel to visit different stores, suppliers and customers.

Employers include supermarket chains, department stores, independent retailers, car dealers and mail order companies. Employment opportunities are available with small businesses as well as with very large retailers. Self-employment is common in some areas.

Jobs in retail sales and customer services are available throughout the UK. The retail sector employs around three million people, which is about 10 per cent of the UK workforce. With more households using the internet, online retail is increasing. The contact centre industry has also been growing in recent years. There are over 800,000 contact centre staff in the UK.

People who work in retail and customer services need to be friendly and helpful, with the confidence to handle complaints in a fair but firm manner. They must be able to work well in a team and enjoy working with people. Managers and supervisors need organisational and people-management skills. Business and IT skills are often necessary for more senior roles.

Many jobs in this sector do not require educational qualifications for entry, but some employers may ask for qualifications ranging from GCSEs to A levels and degrees, or equivalent qualifications. Retail courses are available in colleges and universities throughout the country. The Diploma in retail business may be relevant for some jobs.

Training is often offered on the job. Internal training or Apprenticeship schemes enable people to gain relevant NVQs or other work-related qualifications. Many companies offer management training schemes for those with A levels or degrees, or equivalent qualifications.

There are plenty of opportunities for promotion to supervisory or managerial posts in stores and distribution centres, and into head office positions, particularly for those who are willing to relocate.

Why not have a look at other Job Family articles as they may hold information on related jobs.

December 2009