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Customer services manager

Customer services managers develop service standards, deal with customer enquiries and manage a customer service team.

Salary, a pound sign Salary: £20,500 to £70,000 average per year
Hours, a clock face Hours: 35 to 40 per week

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

You’ll need:

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

4. Salary

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 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.

6. Career path and 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.

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Last updated: 08 December 2016