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Customer services

Customer services manager

Customer services managers develop service standards, deal with customer enquiries and manage customer service teams.

Annual Salary

£20,500 to £70,000

Average UK salary in 2019 was £30,378
(source Office for National Statistics)

Working hours

38 to 40 a week

You could work: evenings / weekends / bank holidays; on shifts

3%
Future employment

There will be 3% more Customer services manager jobs in 2025.
In your local area

What's it all about?

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 may need to wear a uniform.

You could work in an office.

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 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

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
For more information
College

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.

For more information
Apprenticeship

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

You may be able to do a more specific higher or degree apprenticeship to become a manager, depending on your industry. Examples include:

  • marketing
  • retail
  • banking
  • 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
For more information
Work

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.

More 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.

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.

Skills required and how your skills match up

What skills are required?

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
  • excellent verbal communication skills
  • to be able to use a computer and the main software packages competently
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