Customer services manager
Customer services managers develop service standards, deal with customer enquiries and manage a customer service team.
1. Entry requirements
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
2. Skills required
- excellent communication and people skills
- strong motivational skills
- planning and organisational skills
- the ability to multi-task
- problem-solving skills
3. What you'll 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
Starter: £20,500 to £28,000
Experienced: £30,000 to £50,000
Highly Experienced: up to £70,000 (senior manager)
You may also get bonuses or commission, if you work in areas like sales or banking.
These figures are a guide.
5. Working hours, patterns and environmentYou’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.
6. Career path and progressionYou 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.
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Last updated: 08 December 2016
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