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Customer services manager

Alternative titles for this job include

Customer services managers develop service standards, 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 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 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

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 could be helpful to do a relevant qualification, like 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

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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 do training 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, for example through the Institute of Leadership & Management or the Chartered Management Institute.

More Information

Professional and industry bodies

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

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

Day-to-day tasks

In this job, you will:

  • develop customer service policies
  • lead a team of customer service staff
  • handle complex enquiries 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

You could move into a more senior position, be responsible for customer service across a region, or become a customer service director for a whole organisation.

You could also work in business development, business finance or compliance.

Current opportunities

Apprenticeships In England

Customer Service and Administration Apprentice

  • Wage: £172.00 Weekly
  • Location: Huddersfield

DAF Parts Advisor Apprenticeship

  • Wage: £172.00 Weekly
  • Location: Grays

Courses In England

Customer Service

  • Provider: CROYDON LONDON BOROUGH COUNCIL
  • Start date: 01 May 2021
  • Location: Thornton Heath

Award in Customer Service

  • Provider: GLOUCESTERSHIRE COLLEGE
  • Start date: 22 March 2021
  • Location: Cheltenham

Jobs In the United Kingdom

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