Customer services managers develop service standards, deal with customer enquiries and manage customer service teams.
Salary range: £25,500 to £70,000
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
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
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
- equivalent entry requirements
- student finance for fees and living costs
- university courses and entry requirements
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.
Entry requirements for these courses vary.
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:
- passenger transport
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
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.
Professional and industry bodies
You could join The Institute of Customer Service for professional development training.
You can find out more about working and training in management through the Chartered Management Institute.
What it takes
Skills and knowledge
- 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
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
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.