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Customer Service Manager Job Description: Top Duties and Qualifications

Customer Service Managers, or Client Service Managers, are responsible for overseeing teams of customer service representatives. Their primary duties include answering customer questions and resolving problems, setting team goals, monitoring progress, onboarding and training staff members.

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Customer Service Manager duties and responsibilities

The responsibilities and duties of a Customer Service Manager may differ slightly but their main duties and responsibilities may include:

  • Overseeing the customer services teams
  • Training and managing Customer Service Assistants and Representatives
  • On-boarding and training new employees
  • Setting customer satisfaction targets and working with the team to meet targets consistently
  • Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs
  • Creating customer loyalty programs to increase revenue and improve client retention
  • Establishing customer service policies and procedures
  • Staying updated on developments in the customer services field
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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

If the job description of a Customer Service Manager is not what you are looking for, here are sample job descriptions for similar positions: 

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Customer Service Manager job description FAQs

What should you look for in a Customer Service Manager CV?

When hiring a Customer Service Manager, look for CVs that highlight the qualifications and experience required for the position. In the CV, search for excellent organisational skills and traits that have a focus on customer satisfaction. Also, look for candidates with strong leadership qualities that can motivate and guide a team.

What is the difference between a Customer Service Manager and a Customer Relationship Manager?

Customer Service Managers ensure that customers get the best quality of services or products from the organisation by interacting directly with the customers. Customer Relationship Managers, on the other hand focus on building and maintaining customer relations through a comprehensive marketing communication strategy.

What is the chain of command for a Customer Service Manager?

The chain of command for a Customer Service Manager depends on the size of an organisation. Typically, Customer Service Assistants report to the Customer Services Manager and the Customer Services Manager reports to the Customer Support Director.

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