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Customer services manager

Alternative titles for this job include

Customer service managers create guidelines, deal with quality control and manage customer service teams.

Average salary (a year)

£21,000 Starter

to

£50,000 Experienced

Typical hours (a week)

38 to 40 a week

You could work

evenings / weekends / bank holidays on shifts

How to become

Explore the different ways to get into this role.

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

University

You could do a foundation degree, higher national diploma or degree then apply for a graduate management trainee scheme.

You can apply for graduate trainee schemes with almost any degree. Some employers may prefer you to have a degree in a subject relevant to the sector you want to work in, for example:

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

Entry requirements

You'll usually need:

  • 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

More Information

College

It may help to complete a Level 3 or Level 4 Diploma in Customer Services.

Entry requirements

You may need:

  • 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course
  • 1 or 2 A levels, a level 3 diploma or relevant experience for a level 4 or level 5 course

More Information

Apprenticeship

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

You may be able to do a specific higher or degree apprenticeship for your industry. For example, management apprenticeships are available in:

  • marketing
  • retail
  • hospitality
  • passenger transport

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 start as a customer service adviser and train on the job 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 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 find professional development training.

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
  • 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

What you’ll do

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

What you'll do

Day-to-day tasks

In this job, you'll:

  • develop customer service policies
  • lead a team of customer service staff
  • handle complex questions and complaints
  • manage budgets
  • make sure staff follow rules on customer data
  • develop quality control procedures
  • help to recruit, train and assess new staff
  • keep up to date with customer service developments

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

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 compliance

Current opportunities

Find apprenticeships, courses and jobs available near you.

Current opportunities

Apprenticeships In England

customer service apprenticeship

  • Wage: £136.50 Weekly
  • Location: Not known

Level 3 Apprentice Lettings Advisor (Sheffield)

  • Wage: £216.38 Weekly
  • Location: Not known

Courses In England

Estate Agent and Property Services | NCFE Certificate in Principles of Customer Service and Introduction to Residential Property | Level 3

  • Provider: GREATER BRIGHTON METROPOLITAN COLLEGE
  • Start date: 02 September 2022
  • Location: BRIGHTON

Customer Service Principles Evening

  • Provider: NORTH EAST SURREY COLLEGE OF TECHNOLOGY (NESCOT)
  • Start date: 01 August 2022
  • Location: Epsom

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