What does a Customer Service Manager do?
Customer Service Managers usually work in offices, restaurants, retail stores and call centres. They hire, train and manage employees who work in a company’s customer service office or department. They usually work with other members of a company’s management team to create and implement policies and procedures in dealing with customers or clients. Customer Service Managers are also responsible for handling complaints and they assist clients who have queries about the company’s products or billing statements. Depending on the organisation, they may work standard hours but may be required to work nights or weekends.
Customer Service Manager skills and qualifications
A successful Customer Service Manager candidate will have various prerequisite skills and qualifications that may include
- The ability to remain patient and calm during stressful situations
- The ability to work well under severe pressure and to handle criticism well
- Administration skills
- Customer service skills
- Excellent verbal and written communication skills
- Attention to detail
- Strong report-writing and presentation skills, together with a familiarity with popular software packages such as Microsoft Office and applications such as Google Docs
- Self-motivation to use their initiative and to innovate, when required
Customer Service Manager experience requirements
The seniority of the position determines the experience required. Generally, a Customer Service Manager needs between five to ten years of experience in customer services and between two to five years of experience in supervising teams. Some positions may require candidates to have a proven track record of maintaining high levels of customer satisfaction in a fast-paced industry. Other might specify experience in a specific sector, such as financial services.
Customer Service Manager education and training requirements
Employers usually prefer candidates who have completed a Higher National Diploma (HND) or a bachelor’s degree in business management, retail management or financial services. Some employers require candidates to have experience as a graduate Management Trainee. Other employers prefer candidates who have completed an advanced customer services apprenticeship. Depending on the position, an employer may require a candidate to have experience as a Customer Service Assistant, Team Supervisor or Team Leader. General management qualifications, such as those offered by the Institute of Leadership and Management (ILM) or the Chartered Management Institute (CMI), may also be beneficial.
Customer Service Manager salary expectations
According to Indeed Salaries, the average salary for a Customer Service Manager is £26,925 per year . This figure varies depending on the company, its location and the years of experience required, the company and its location.
Job description samples for similar positions
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