A customer services manager is responsible for all or part of a team that works in variety of jobs involving constant or regular contact with customers; either as general information or sales staff, or in a specific customer service department.

They supervise and motivate their team to ensure the customers' enquiries are handled in a positive, reliable and pleasant way, in line with employer's standards. They need clear, up-to-date knowledge of their organisation’s products and policies, and have to pass on relevant information to staff in their team.

Their duties may include: building effective customer relations, staff recruitment and appraisals, working arrangements, staff meetings, and training and development programmes. They may also be responsible for dealing with more complex customer enquiries, complaints, and any crises such as security issues or a customer being taken ill.

Other duties vary depending on the type and size of the organisation, but the job can include financial responsibilities, stock ordering and taking part in special customer promotions or events.

Hours and Environment

They usually work around 37 hours a week, often including some weekend work. Supermarkets, other out-of-town retail outlets, garages, airports and hotels are often open late or in some cases 24 hours a day, so working hours are variable. There are opportunities for part-time work or job-sharing.

The work can be very pressurised when having to deal with a number of different enquiries and situations in a short space of time. It may be necessary to wear a uniform.

Skills and Interests

To be a customer service manager you should:

• have a genuine interest in working with and helping customers
• have good communication skills
• be able to supervise and motivate staff in a team
• understand your organisation’s objectives and customer service policies
• be able to prioritise and balance the needs of customers and your organisation
• be well presented, polite, tactful and friendly
• be numerate and good at planning
• be flexible, decisive and quick-thinking
• be patient, calm and able to handle complaints and difficult situations effectively
• understand computer systems and cash registers.

Entry

There are two main routes into customer services management. You can enter as a customer services assistant (see Customer Services Assistant profile) and work your way up to supervisor or team leader then to manager. The alternative route is direct entry as trainee manager, usually as a graduate.

Promotion Route
A good general educational background is required to work in customer service. Some organisations require two to four GCSEs (A-C)/three to five S grades (1-3) or equivalent, including English and maths and some large organisations want higher qualifications such as A levels/Scottish Highers or equivalent.

To gain promotion it would be useful to work towards qualifications such as NVQ/SVQ levels 2 and 3 in Customer Service and NVQ/SVQ Level 2 in Team Leading.

Direct Entry
Some employers operate a fast-track or direct entry management scheme for those with a degree. Any degree is usually accepted but useful subjects include management, business and marketing. Holding a degree connected to the particular sector the company works in, such as retail or banking, can also be an advantage. For this entry route some kind of customer service experience may be required.

Entry to a degree course is normally with five GCSEs (A-C)/S grades (1-3) plus two A levels/three Highers. Equivalent qualifications may be accepted.

An Access to Higher Education qualification may also be accepted for entry to certain courses. 

Please check with colleges or universities for exact entry requirements.

Training

Organisations usually have their own internal training programmes, which include the specific skills needed in the organisation or line of business. There is usually in-house induction training plus study for customer service qualifications.

There are NVQs/SVQs available at levels 3 and 4 in Customer Service (SVQ at Level 3 only) or Management. If the employer is a member of a professional body, such as the Institute of Customer Service (ICS), the Chartered Management Institute(CMI) or the Institute of Leadership and Management (ILM), it would be possible to work towards their certificates and professional qualifications in management.

Opportunities

Retail trade vacancies are often advertised within the retail outlets themselves. Other opportunities exist in retail banks and call centres, in the transport sector, hotels, insurance, health care and information services.

Promotion to senior positions is more likely in larger organisations - some employ a customer service specialist at director level. In smaller organisations, it is possible to be promoted into a wider role with more varied responsibilities.

Annual Income

Figures are intended as a guideline only.

Trainee managers usually earn between £14,000 and £20,000 a year.
Experienced managers can earn from £16,000 to £30,000 a year.
Senior managers in large organisations may earn more than £40,000 a year.

Bonuses or commission may also be paid in the retail trade.

Further information

1 Giltspur Street
London
EC1A 9DD
Tel: 020 7294 2470 2 Castle Court
St Peters' St
Colchester
Essex
CO1 1EW
Tel. 01206 571716 Management House
Cottingham Road
Corby
Northants
NN17 1TT
Tel: 01536 204222 40 Duke Street
London
W1A 1AB
Tel: 0800 093 5001