Customer Service Manager

Customer Service Manager ensures that all customer enquiries and complaints are dealt with efficiently and effectively. Customer Service Managers can work at various levels in an organisation from Head Office to customer facing roles.

  • Typical Day/Duties
  • How this role fits in with the rest of the industry
  • Basic entry requirements include (necessary)
  • Employers might also look for (desirable)
  • Typical starting salary may be in the region of
  • Typical Salary Once Experienced
  • Career Development
  • Manages a team of Customer Service staff effectively.
  • Ensures that the team is adequately resourced and trained.
  • Communicates in a courteous manner by telephone and email with customers to resolve issues and provide advice
  • Ensures all customer enquiries and queries are responded to in a timely manner
  • Ensures all complaints are dealt with in line with company guidelines and resolved as soon as possible.
  • Ensures in-depth knowledge of the products or services offered by the company.
  • Provides reports and statistics to other managers
  • Develops customer service policies and procedures for internal and external use.
  • Attends customer and corporate events.

It is essential that organisations look after and support their customers as best as possible to ensure that existing business is retained and new business is support. It is the role of the Customer Service Manager to ensure that this process runs smoothly.

  • Previous experience in a customer focused role
  • Excellent communication skills – written and oral
  • Excellent listening skills
  • Ability to work well under pressure
  • HNC/ HND (or equivalent) in Business/ Management Studies, Consumer Studies or Marketing
  • Chartered Member status with the Institute of Customer Service (ICS)

£15,000 - £18,000

£30,000 - £60,000

Wider management role, Account Executive or Complaints Specialist