Business Support

Customer Service Manager

Customer Service Managers ensure that all customer or client 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.

About this role

Typical duties

  • 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
  • Reports any breaches of safety procedures to supervision / management
  • Actively participates in and promotes company health and safety campaigns, policies and procedures, and ensures personal safety and that of colleagues at all times

In the industry

Customer Service Managers are typically employed by major contractors and specialist suppliers of goods, equipment and services to the operators. A key role is to ensure that the company look after and support their customers and clients interests as best as possible to ensure that existing business is retained and new business is gained. It is the role of the Customer Service Manager to ensure that this overall function is fully resourced and runs smoothly.

Environment

  • Office
  • Outdoors
  • Offshore

Qualifications

  • University
  • College
  • Apprenticeships

What do I need?

Key Skills

  • Managing people
  • Team working
  • Verbal communication
  • Written communication
  • Problem solving
  • Analysing
  • Planning
  • Organising
  • IT
  • Numerical
  • Creativity
  • Working to deadlines
  • Flexibility

Requirements

Entry requirements:

  • HNC/HND (or equivalent) in Business/ Management Studies, Consumer Studies or Marketing
  • Previous experience in a customer focused role
  • Excellent verbal and written communication skills
  • Excellent listening skills
  • Ability to work well under pressure
  • Good interpersonal skills
  • Good IT skills
  • Good organisation and administration skills

Employers might also look for:

Chartered Member status with the Institute of Customer Service (ICS)