Customer service manager

Customer service managers make sure that customers’ needs are met, and that purchasers of the company’s products or services continue to buy them. They often supervise a team of customer service assistants in a retail store, a call/contact centre or an office. Some customer service managers work in the public sector, making sure that users of public services are satisfied.

Also known as:

• Contact centre manager

Work activities

Customer service managers make sure that the company or organisation they work for is meeting its customers’ needs, and that customers are happy with the products or services they are supplying. If customers are satisfied, they will continue to buy the products or services; in this way, the company will be successful.

Customer service managers lead, supervise and co-ordinate teams of assistants. They monitor performance to make sure that the team members are giving good service to customers. They recruit staff, organise training, plan work rotas, hold staff meetings and motivate the team. They also coach and counsel team members and contribute to their career development. They forecast and anticipate customer needs, prepare plans for improving customer service, and they plan and manage budgets. Depending on the size of the organisation, some managers prepare, or contribute to, customer service policies and quality standards.

Customer service managers might have to prepare reports for directors or other senior managers. They might need to show an analysis of queries/complaints received and the outcomes and recommend improvements to working practices. Customer service managers deal with complicated suggestions, enquiries or complaints that their staff pass on to them. They have to understand the customer’s needs and point of view by finding out all the facts. In the case of a complaint, they must decide whether to offer the customer a refund or exchange, or some other form of compensation. Managers working in a retail store are likely to meet customers face to face on a daily basis. They might be required to wear a uniform. Retail customer services operations are likely to be run from a reception area or desk in the store. In large stores, the customer service manager often recruits and manages section heads, who are in turn responsible for assistants in their area. Those working in manufacturing or service industries, or the public sector or public utilities, usually have contact with customers by phone, letter or email. Some organisations run their customer services operations through a call or contact centre, where the manager supervises a team of operators working solely on the telephone or online.

Personal qualities and skills

As a customer service manager, you will need to be able to:

• Lead, motivate and develop staff members.
• Make decisions and take responsibility for solving problems.
• Prioritise tasks; you will need to be well organised.
• Measure and analyse your organisation’s performance against quality standards.
• Think calmly and clearly even when other people are angry or upset.
• Be tactful, resilient and flexible.
• Pay attention to detail.
• Be patient, pleasant and polite.

You should have:

• High levels of verbal and written communication skills.
• Confidence and interpersonal skills.
• A good telephone manner.
• A smart appearance if you are dealing with customers face to face.
• Empathy - the ability to consider and understand how other people are feeling.
• Numeracy and IT skills for preparing budgets and producing statistical reports, for example.

Pay and opportunities 

The pay rates given are approximate. Customer service managers earn in the range of £21,000 to £50,000 at the higher end.

Hours of work for customer service managers vary depending on the type of organisation they work for, but you can expect to work between 38 and 40 hours per week. Many work 9am - 5pm, Monday to Friday, and some might be required to work Saturdays. Those who work in call centres or retail stores might be required to work evenings or shifts.

Most types of business and public sector organisation employ a customer service manager. Employers include banks, building societies, insurance companies and utilities providers. Other employers include local authority departments, large retail outlets, such as department stores and supermarkets, mail order companies, and public transport providers. Opportunities for customer service managers occur in towns and cities throughout the UK.

Where are vacancies advertised?

Vacancies are advertised in local/national newspapers, through the Institute of Customer Service website, on job boards and large employers’ websites, and on the Government’s Find a Job service.

Entry routes and training

It is possible to enter the profession as a customer services assistant or call centre operator and progress to a supervisory or managerial position. You could apply directly or via a level 2 (intermediate) customer service practitioner apprenticeship.

Applicants for direct entry to managerial trainee posts could be at an advantage if they have a degree, HND or foundation degree in, for example, business studies, marketing, management, retail or service sector management.

Most companies provide in-house training that is specific to their own industry, organisation and standards. Some companies offer a graduate training scheme. It might be possible to study for Certificates and Diplomas in Customer Service. It is possible to gain a professional qualification through a number of routes, both on- and off-the-job. Qualifying as a customer service professional will ensure membership of the Institute of Customer Service (ICS), which is the leading independent organisation for customer service professionals.

Customer service managers can progress to senior management or director posts.

Qualifications

Some companies might ask for a good general standard of education with at least four or five GCSEs at grades 9-4, or equivalent. Others prefer applicants to have A-levels, and many might favour graduates.

If you wish to enter this career through an apprenticeship, you will need GCSEs in English and maths, although you may be able to complete these alongside your programme.

For entry to a degree course in marketing, retailing or business studies, the usual requirement is:

• Two to three A-levels.
• GCSEs at grades 9-4 in two to three other subjects.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Some entrants have gained skills as customer service assistants and are then promoted to supervisor and management roles. Graduate training schemes might be available with larger employers.

If you don’t have the qualifications needed to enter your chosen degree or HND course, a college or university Access course (for example, Access to Business) could be the way in. These courses are designed for people who have not followed the usual routes into higher education. No formal qualifications are usually needed, but you should check this with individual colleges.

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