Customer Service ManagerJob Description:
Customer service managers lead a team of staff in handling customer enquiries and complaints.Job Category:
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.
- 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)
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:
- 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.
- Mathematics (Maths): Basic math skills are valuable for analyzing customer service metrics, budgets, and financial data.
- Business Studies: Courses in business studies can provide a foundational understanding of business principles, including customer service strategies and management concepts.
- 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.
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.