Customer Service Manager

Job Description:

Customer service managers lead a team of staff in handling customer enquiries and complaints.

Job Category:
Professional Services

What you will do:

You’ll make sure that customers’ needs and expectations are satisfied.

Your day-to-day duties might include:

  • developing customer service policies and procedures
  • leading a team of customer services staff
  • handling enquiries and complaints
  • authorising refunds
  • making sure accurate records are kept
  • helping to recruit, train and assess new staff
  • keeping up to date with customer service developments

You’ll also attend training sessions, and report regularly to senior managers on how teams are performing and whether targets are being met.


You’ll need:

  • business management skills
  • to be able to use a computer and the main software packages competently

As well as:

  • customer service skills
  • administration & organisational skills
  • patience and the ability to remain calm in stressful situations
  • the ability to accept criticism and work well under pressure
  • to be thorough and pay attention to detail
  • the ability to work well with others (teamwork skills)
  • the ability to use your initiative (drive)
Illustration of employee looking at workspace

Entry Requirements:

To become a Customer Service Manager, specific subjects are not typically required. However, certain subjects and skills can be beneficial in preparing for a career in customer service management, which involves overseeing customer service teams, improving processes, and ensuring customer satisfaction. Here are some relevant subjects:

  1. English Language: Strong written and verbal communication skills are essential for interacting with customers, colleagues, and team members, as well as for writing reports and emails.
  2. Mathematics (Maths): Basic math skills are valuable for analyzing customer service metrics, budgets, and financial data.
  3. Business Studies: Courses in business studies can provide a foundational understanding of business principles, including customer service strategies and management concepts.
  4. ICT (Information and Communication Technology): Proficiency in using computer applications, customer relationship management (CRM) systems, and data analysis tools is important for managing customer interactions and tracking performance.

Post School

There are no set requirements. You could:

  • start in a customer service role and work your way up
  • go on a management training scheme, if you already have experience and qualifications
  • join an organisation’s trainee scheme
  • do a foundation degree, HND or degree in business management, retail or banking
  • get into this career through a customer services advanced apprenticeship

Working Hours and Environment:

You’ll work 35 to 40 hours a week. Part-time work is often available. Shiftwork, including evenings and weekends, is common in some job areas.

You’ll work in an office, using a computer and a telephone.

You may need to wear a uniform in some jobs, particularly if you deal with customers face-to-face.

Career Path & Progression:

You could move into a more senior position, be responsible for customer service across a region, or become a customer service director for a whole organisation.