Customer Services Manager

Typical Salary

£20,500 To £70,000

Typical Hours

38 to 40 a week

evenings / weekends / bank holidays on shifts

How To Become a Customer Services Manager

You can get into this job through:

a university course
a college course
an apprenticeship
working towards this role
training with a professional body

College / University

You could do a foundation degree, higher national diploma or degree and then apply for a place on a graduate management trainee scheme. The subject you take will depend on the industry you want to work in, for example:

business management
retail management
tourism and hospitality
financial services

1 or 2 A levels, or equivalent, for a foundation degree or higher national diploma

2 to 3 A levels, or equivalent, for a degree

There is no set entry route to become a customer service manager but it could be useful to do a relevant qualification, like a Level 3 or 4 Diploma in Customer Services.

Apprenticeship

You could do a customer services advanced apprenticeship. After finishing, you could take further training to become a manager.

marketing
retail
banking
hospitality
passenger transport

5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship

4 or 5 GCSEs at grades 9 to 4 (A* to C) and A levels, or equivalent, for a higher or degree apprenticeship

Routes into this Career

You could start as a customer service adviser and with training, move up to become a team supervisor, team leader then manager.

There are many customer service training courses, and your employer would suggest the ones most relevant to the industry you work in.

Other Routes

You could choose to do more general management qualifications, for example through the Institute of Leadership & Management or the Chartered Management Institute.

Skills And Knowledge

You'll need:

customer service skills
administration skills
patience and the ability to remain calm in stressful situations
the ability to accept criticism and work well under pressure
business management skills
to be thorough and pay attention to detail
the ability to work well with others
the ability to use your initiative
to be able to use a computer and the main software packages competently

Day To Day Tasks

Your day-to-day duties might include:

developing customer service policies and procedures
leading a team of customer services staff
handling enquiries and complaints
authorising refunds
making sure accurate records are kept
helping to recruit, train and assess new staff
keeping up to date with customer service developments

Working Environment

You could work in an office.

You may need to wear a uniform.

Career Path & Progression

Career Path & Progression are not listed for this job.

Volunteering Opportunities

Volunteering Opportunities are not listed for this job.

Tips & Information

Professional and industry bodies

You could join The Institute of Customer Service for professional development training.

Further information

You can find out more about working and training in management through the Chartered Management Institute.

Restrictions & Requirements

Restrictions & Requirements are not listed for this job.