7211 Call and contact centre occupations
Unit group 7211 in the ONS Standard Occupational Classification 2020, with the line the Appendix Skilled Occupations gives it. Not immigration advice.
In short
- ONS unit group 7211, in minor group 721 (Customer service occupations) and major group 7 (Sales and customer service occupations).
- Appendix Skilled Occupations (figures as at 3 August 2026, re-checked 26 October 2026): Not on the list: Table 6.
- Going rate as the tables print it:
What the ONS says
Description
Call and contact centre occupations receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.
Typical entry routes
There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.
Tasks
- answers incoming telephone calls from existing or prospective customers
- interviews caller to establish the nature of any complaint or the requirements of the client
- informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary
- advises on services available and sells additional products or services
- maintains details of calls received, the action taken as a result of a call and updates customer database as required
- arranges for field staff to visit the caller if further assistance is required
Related job titles
- Call centre agent
- Call centre operator
- Customer service adviser (call centre)
- Customer service operator
What the Appendix Skilled Occupations says
The Appendix lists this code in the table below, with the table’s own caption and the row as printed. Read the full table, and any condition in it, on GOV.UK.
Table 6: SOC 2020 occupation codes which are not eligible for the Skilled Worker, Global Business Mobility or Scale-up routes
- SOC 2020 occupation code
- 7211 Call and contact centre occupations
- Examples of related job titles (non-exhaustive)
- Call centre agent
- Call centre operator
- Customer service adviser (call centre)
- Customer service operator
Other unit groups in minor group 721
- 7212 Telephonists
- 7213 Communication operators
- 7214 Market research interviewers
- 7219 Customer service occupations n.e.c.
Sources
Occupation text: Office for National Statistics, SOC 2020 Volume 1: structure and descriptions of unit groups (file dated 27 August 2026, version V13). Contains public sector information licensed under the Open Government Licence v3.0. Open Government Licence v3.0. Tables: Home Office, Immigration Rules Appendix Skilled Occupations on GOV.UK, page updated 3 August 2026; re-checked against the page updated 8 October 2026 on 26 October 2026, tables unchanged.
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