Customer Services Manager
What is the work like?
As a customer services manager, it would be your job to make sure that your customers’ needs and expectations are satisfied. You could be responsible for anything from managing a customer service team and dealing with enquiries in person, to developing customer service standards for a large company.
Your typical duties would include:
- managing a team of customer service advisers
- handling difficult enquiries or complaints
- training staff to give a high standard of service
- making sure that staff understand company procedures and consumer and data protection laws
- developing customer service policies
- setting up customer feedback or complaints procedures
- reporting on levels of customer service and looking for ways to improve standards
- recruiting and appraising staff
- helping and advising customers by telephone, e-mail or face-to-face
- issuing refunds or compensation if necessary.
What qualifications and experience will employers look for?
You could get into customer services management in one of the following two main ways:
- starting as a customer service assistant and work your way up to supervisor or team leader then to manager
- joining a company's management training scheme.
You do not need particular qualifications to start as a customer service assistant, but you will find it useful to have experience of dealing with people in person or over the phone.
Some employers may ask for qualifications in English and maths, others may consider your 'people skills' and work experience to be more important than academic qualifications. You may help your chances of promotion by gaining NVQ levels 2 and 3 in Customer Service whilst you are working as a customer service assistant.
Many larger employers recruit managers directly through management training schemes. Entry requirements can vary – you may need a degree for some, while others may accept you with A levels or similar qualifications. You may have an advantage with a degree in business, management or marketing, or in a subject related to the employer’s industry, such as hospitality or retail.
You will find it useful to have previous customer service experience when applying for training schemes.
What further training and development can I do?
You will usually be trained on the job by your employer. Larger organisations often have their own structured in-house management training programmes.
Your training may include work-based assessments for NVQ levels 3 and 4 in Customer Service, or Institute of Customer Service (ICS) Professional Awards in Communication, Solutions and Innovations (if your employer is a member of ICS).
You could also choose to work towards general management qualifications from the Institute of Leadership and Management (ILM) or the Chartered Management Institute (CMI).
Where can I go for more information?
Stowe HouseNetherstowe
Lichfield
Staffordshire
WS13 6TJ
Tel: 01543 266867
93 Newman Street
London
W1T 3EZ
Tel: 0800 093 5001
Cottingham Road
Corby
Northants
NN17 1TT
Tel: 01536 204222
St Peters' St
Colchester
Essex
CO1 1EW
Tel. 01206 571716
Alternatively, you can visit our website at: www.direct.gov.uk/careersadvice
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What salary and other benefits can I expect?
- Trainee managers usually earn between £16,000 and £20,000 a year.
- Experienced managers usually earn from £20,000 to £40,000.
- Senior managers in large organisations may earn up to £60,000 a year.
Bonuses or commission may also be available in some sectors like retail, sales or banking.
Figures are intended as a guideline only.
What are the hours and working conditions?
In a full-time job you would work between 35 and 40 hours a week, although part-time work and job sharing are often available. Shift work including evenings and weekends is common in the retail, leisure and contact centre industries.
You could work from an office or a customer services desk. The working environment can be very busy and pressurised.
You may need to wear a uniform in some jobs, particularly if you deal with customers face-to-face.
What skills and knowledge will I need?
- a genuine interest in helping customers
- excellent communication skills
- good organisational and planning skills
- the ability to lead and motivate a team
- problem-solving and decision-making ability
- a polite and tactful but assertive attitude
- patience and calmness under pressure
- the ability to handle complaints and difficult situations
- computer and administrative skills.
What opportunities are there?
Good customer service skills are important in all industries. You could work in a wide range of employment sectors, including retail, finance, travel, IT, telecommunications, transport and local government.
Jobs may be advertised in local newspapers, Jobcentre Plus, recruitment agencies, by employers themselves (online or in-store) or on the ICS Jobs Board.
With experience, you could progress into senior management. In some industries, you could move into sales or account handling.
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