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Customer services manager

Alternative titles for this job include

Customer service managers co-ordinate customer support operations, oversee quality control and analyse customer data to make improvements.

Average salary (a year)

£27,000 Starter

to

£50,000 Experienced

Typical hours (a week)

37 to 40

You could work

evenings / weekends / bank holidays on shifts

How to become

Explore the different ways to get into this role.

How to become

You can get into this job through:

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

University

You could do a degree, then apply for a graduate management trainee scheme with a company or organisation.

Most subjects are acceptable, though some employers may prefer you to have a degree in a subject relevant to their industry. 

Examples include:

  • business management
  • retail management
  • tourism and hospitality
  • financial services

On a graduate scheme, you would get to experience different parts of an organisation, learning how they work, before concentrating on customer service operations.

Entry requirements

You'll usually need:

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

More Information

College

You could do a college course, which may help you to find a trainee assistant manager position. 

Courses include:

  • customer service
  • online customer experience
  • business administration

Entry requirements

Entry requirements for these courses vary.

More Information

Apprenticeship

You could apply to do a Customer Service Specialist Level 3 Advanced Apprenticeship. Once complete, you would take further training to move into a management job.

You may also be able to do a higher or degree apprenticeship in management in your particular industry. This could then lead into customer service management roles.

Many industries offer management apprenticeships, for example:

  • marketing
  • retail
  • hospitality
  • passenger transport
  • finance

Entry requirements

You'll usually need:

  • 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

More Information

Work

You could work as a customer service adviser and train on the job to become a team supervisor, assistant manager, then manager.

There are a lot of customer service training courses and your employer would advise you on which ones are the most relevant to the industry you work in.

Other Routes

You could choose to do general management qualifications to help you get into this career.

These qualifications are offered by professional bodies, such as the Institute of Leadership and Management and the Chartered Management Institute.

More Information

Professional and industry bodies

You could join The Institute of Customer Service to use their resources and find professional development training opportunities.

What it takes

Find out what skills you’ll use in this role.

What it takes

Skills and knowledge

You'll need:

  • customer service skills
  • business management skills
  • to be thorough and pay attention to detail
  • the ability to work well with others
  • administration skills
  • the ability to accept criticism and work well under pressure
  • the ability to use your initiative
  • excellent verbal communication skills
  • to be able to use a computer and the main software packages confidently

What you’ll do

Discover the day to day tasks you’ll do in this role.

What you'll do

Day-to-day tasks

As a customer services manager, you could:

  • develop policies and procedures
  • lead a team of customer service staff
  • handle complex questions and complaints
  • manage budgets
  • analyse response times and service quality
  • make sure work practices follow customer data protection rules
  • help to recruit, train and assess new staff
  • work on ways to improve customer service

Working environment

You could work in an office.

You may need to wear a uniform.

Career path and progression

Look at progression in this role and similar opportunities.

Career path and progression

With experience, you could:

  • move into a more senior position
  • take on responsibility for customer service across a region
  • become a customer service director for a whole organisation
  • work in business development, business finance or legal compliance

Current opportunities

Find apprenticeships, courses and jobs available near you.

Current opportunities

Apprenticeships In England

Customer Experience Specialist Service Advisor Apprentice

  • Wage: £15,704 a year Annually
  • Location: Cambridge

Customer Experience Specialist Service Advisor Apprentice

  • Wage: £15,704 a year Annually
  • Location: Woolston, Warrington

Courses In England

Are you interested in becoming a customer services manager?

Search for training courses near you.

Jobs In the United Kingdom

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Skills assessment

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