Customer Services Jobs

Customer Services Manager

Customer Service Managers ensure that the organisation they work for not only satisfies its customers’ needs but goes above and beyond expectation. They act as a main point of contact for customer issues and have a big influence on how the organisation is perceived.

What does the job entail?

The main aim of a Customer Service Manager is to provide excellent customer service. Although duties will vary depending on the type of the organisation, typical activities are likely to include:

• Providing help and advice to customers
• Communicating with customers by phone, email, letter and face to face
• Investigating customers’ problems, particularly problems escalated by Customer Service Assistants
• Developing customer service procedures, policies and standards
• Keeping accurate records of correspondence with customers
• Writing reports on the service that the organisation provides
• Visiting customers on a regular basis
• Developing feedback or complaints procedures
• Training staff to deliver a high standard of customer service

Typical Career Routes

In order to become a Customer Service Manager you will usually need to have gained experience in a role such as Customer Services Assistant. You may then progress to positions such as Team Leader or Supervisor before becoming a Manager.

As your career develops, you may choose to take opportunities to develop and expand your knowledge and move into a wider management career.

Key Skills

• Very strong written and spoken communication skills
• Listening skills, to understand exactly what customers require
• Problem-solving skills
• Confidence, patience, politeness, tact and diplomacy to help deal with difficult situations
• Organisational and planning skills to develop customer services policies

Training and Qualifications

Although candidates do not need a particular degree to enter Customer Services, subjects such as Business Studies, Management Studies or Consumer Services may improve your chances.

Many Customer Services professionals start their careers at entry level and work their way up by gaining as much experience as possible. Some also choose to become members of the Institute of Customer Service (ICS) and the Institute of Leadership and Management (ILM) where they can benefit from extra training and advice.