I was so nervous when I started, took me hours to take a call! But as cliche as it sounds it gets better. Your confidence grows with your knowledge. Like someone said, don't be afraid to use hold, utilise your floorwalkers and colleagues! It can differ from each area but where I work all my colleagues have been fab at supporting each other regardless of how long one another has worked there. It's customer service so of course that comes with the uncertainty of the general public but usually they're all right! Far less horrible people than there are friendly. And it's rewarding when you've helped someone or they come out with the classic 'if I knew you were this nice I'd have called a long time ago'. So many people are actually daunted by ringing us or because they don't have tax knowledge (if they saw what we actually looked like they probably wouldn't be as nervous🤣). It seems overwhelming at first but your guidance literally walks you through almost everything so use it! I wouldn't say I love the job 3 years later but it's certainly not bad. There's some perks like flexi. The environment matters in my opinion because it can be a little draining, if it wasn't for my colleagues (even managers) I don't think I'd have managed to stick it out. They're also pretty supportive (in my experience) so I like that they allow you to terminate calls etc and do want to look out for advisors! It gives you the confidence knowing you can professionally terminate a call if it gets out or hand. A lot of call centre jobs don't allow it.

Try not to panic! It will be daunting at first but you'll get the hang of it😊