Customer services manager

Entry Requirements:

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:

• 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

College

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

Entry requirements:

• 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

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:

• 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

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.

OtherRoutes

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 .

Required Skills:

Digital skills : to be able to use a computer and the main software packages competently

Skills:

• 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
• the ability to read English
• active listening skills
• the ability to organise your time and workload
• knowledge of English language
• the ability to think clearly using logic and reasoning
• thinking and reasoning skills
• knowledge of computer operating systems, hardware and software
• excellent written communication skills
• concentration skills
• maths skills
• a good memory

What you'll do:

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

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

Location : You could work in an office.
Uniform : You may need to wear a uniform.

Salary:

Starter : £21,000
Experienced : £50,000

These figures are a guide

Working hours:

38 - 40 hours a week

Working Pattern is evenings / weekends / bank holidays on shifts

Career Path:

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