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  1. Customer Service Call Centre Manager

    City | £45000 per annum + bonus, pension | From Call Centre Managers

    Customer Service Call Centre Manager Up to £45,000 +20% bonus +pension +pmi London My client is a multi-channel retailer that is synonymous with world class customer service. Managing a team of 60... through 5 Team Leaders, you will be responsible for delivering outstanding customer service whilst creating upsell opportunities across telephony, webchat and email contact. YOU MUST HAVE ... multi-channel experience, including telephony and email *Strong coach, mentor and motivator, able to foster a positive and engaged working environment *Solid understanding of customer service ... Ltd is acting as an Employment Agency in relation to this vacancy. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Service-Call-Centre-Manager_job60383147 ... More

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  2. Customer Service Manager

    Bristol | Competitive + Benefits | From Matalan

    Retail Customer Service Manager Matalan are currently looking for an experienced Retail Customer Service Manager to join their team in Bristol Filton. As a Retail Customer Service Manager, you... and retention of staff through coaching and development to support the company expectations Responsible for the store in the absence of a Store Manager Experience Required: Our Retail Customer Service Managers come from a range of retail and customer service backgrounds meaning we welcome applications from all candidates with retail or customer service management experience. Successful candidates ... preferred but not essential. Communication is key to the success of our business; our Retail Customer Service Managers are fantastic communicators who are able to converse with staff and customers at... More

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  3. Customer Service Manager

    Wantage | - £28k-£30k | From Net Recruit

    Position: Customer Service Manager        Location: Ardington Salary: £28,000 - £30,000 depending on experience Job Purpose:   As a Customer Service Manager you will have the... throughout the company. Person specification: The ideal candidate for this Customer Service Manager role must be an energetic and enthusiastic person with a positive attitude. They must also be quality ... and keep your knowledge relevant. You will have a hands on approach and have a willingness to learn new skills. Ideally you will currently be in your first or second customer service manager role, or possibly a strong team leader looking for their first manager role and be from a technical helpdesk /customer service environment. Specific job skills : As a Customer Service Manager it would be... More

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  4. Customer Services Manager

    Ashington, Northumberland | | From Solutions Recruitment

    Based at their Head Office in Ashington, my client requires an experienced full time Customer Services Manager. You must be; EXPERIENCED IN A PRODUCTION/MANUFACTURING ENVIRONMENT Experienced in... Customer Service Management Detail oriented customer centric process oriented prepared to challenge and drive change experienced in people management Please send your CV to be considered for this permanent job. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Services-Manager_job60507802 ... More

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  5. Customer Service Manager

    Bristol | £34000 - £35000 per annum | From System Recruitment

    A leading manufacturer of buses and coaches has an immediate requirement for Customer Services manager to cover the South West of England. Key Skills:Customer Service Manager, automotive,... and benefits As customer service manager your main role will be to take ownership of key major customer accounts, acting as a liaison between the customer and the relevant departments. This is a home ... , including parts, service, training and contact maintenance at an acceptable profit margin and assisting in enhancing the levels of customer service provided. As customer service manager it is ... www.totaljobs.com/JobSeeking/Customer-Service-Manager_job60397046 ... More

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  6. Customer Service Manager

    Milton Keynes | From £30,000 to £35,000 per annum | From ASPIRE PERSONNEL

    Our client is looking to recruit an experienced Customer Service Manager to run an experienced team of 4 Customer Service Executives. Working closely with the Sales Director the main aspects of... the role will be - Management of Customer Service Executives including coaching and on going development of the team Cover for the Commercial Manager when required and take responsibility for ... and service. Develop and maintain close working relationships with customers and internal colleagues Produce reporting information and sales statistics To assist in the creation of customer care policies ... and efficiently Proactively foresee possible delays or complications and plan solutions to avoid or minimise these ensuring continuity of service Maintain and develop existing and new customers through... More

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  7. Customer Service Manager

    Buckinghamshire | £excellent plus benefits | From SJS Consulting

    Our client is a leading FMCG manufacturing organisation supplying the major retailers. They now seek to appoint an inspirational Customer Services Manager. Reporting into the Head of Supply Chain... you will manage a team of customer service advisors who look after the order book for many hundreds of customers. You will be accountable for ensuring that customer disappointments are reduced and manage the complaints handling process for the organisation. As a successful Customer Services Manager you will have experience of leading a team and will be able to demonstrate the successes you have achieved with regard to delighting customers and reducing customer complaints. Ideally you will have experience within a service/supply chain or logistics type organisation, however applications... More

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  8. Customer Services Manager

    Bilston, West Midlands (County) | £28900 per annum | From BROOK STREET BUREAU - Wolverhampton

    An exciting opportunity has arisen for an experienced Customer Services Manager to join an established business services company in Bilston. The successful applicant will be responsible for the... day to day management of 9 direct reports. The purpose of the role is to act as a main point of contact for business customers and to ensure that the highest level of customer services is achieved ... with staff A full job description will be provided to the shortlisted candidates. Applicants must have man management experience of a B2B Customer Service Team, a 'hands on' management attitude and flexible approach to working hours. To apply please send your CV and Covering Letter by clicking 'Apply'. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Services... More

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  9. Customer Services Manager

    South West London | £30000 - £33000 per annum | From Page Personnel Secretarial & Business Support

    Summary Our client is currently looking for a Customer Services Manager to work within a fast-paced environment and based in West London. Client Details Our client is an international and... agreed SLAs (service Level Agreements). The principal accountabilities of the Customer Services Manager will include: administration, client liason, project management, artworking via web browser ... and relationship management skills, and ideally a degree of technical knowledge around atwroking for print. The successful Customer Services Manager will: have knowledge of the Home Entertainment ... in West London and paying up to £33000. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Services-Manager_job60545905 ... More

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  10. Customer Services Manager

    Coventry | £32,000 - £35,000 | From BROOK STREET BUREAU - Coventry

    CUSTOMER SERVICES MANAGER COVENTRY £32,000 -35,000 A fantastic opportunity has arisen for an individual to join the team at the UK's number 1 delivered wholesaler. Do you have a customer service... background and are passionate about providing a positive customer service experience and managing a team who strive to offer the best support they can? In this role you'll manage both the internal team and also the relationship with our external customers, you'll have outstanding communication skills, both verbal and written. Benefits include 28 days holiday, Free parking, Pension and Death in ... from candidates who are eligible to work in the UK. This job was originally posted as www.totaljobs.com/JobSeeking/Customer-Services-Manager_job60563205 ... More

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Customer service managers ensure that the organisation they work for satisfies its customers' needs. They may work at various levels, from head office to the front end of the business. The main aim of a customer service manager is to provide excellent customer service. Possible roles vary widely and job titles in customer services management include customer care manager, corporate services manager, customer relationship manager and customer operations manager. In each of these roles, customer service managers are expected to understand and satisfy their customers' requirements and exceed their expectations if possible.

Who can I work for?

Retail firms, such as supermarkets, department stores and online retailers; leisure and tourism organisations, such as tour operators and airlines; educational institutions; health services providers; local government; banks and building societies; insurance companies; utilities organisations, such as gas, electricity and water companies; telecommunications organisations; transport and logistics firms.

Where and when can I work?

There are opportunities to work all over the UK. Visits are usually local, so you can return to work or home the same day, but you may occasionally have to travel long distances throughout the UK and this might involve overnight stays. Some organisations have relocated their call centre provision overseas. So there may be opportunities for UK customer service managers to work overseas in either permanent or temporary positions. Work is usually carried out from an office, or from a customer services desk in a public area, such as a shop or a train station. Working hours vary according to the type of organisation. Head office managers may work 9 to 5, while those in call centres or retail stores may need to work shifts, including evenings and weekends. Self-employment is not common in this area of work. Some organisations employ customer service managers on a part-time basis, where the nature of the organisation's work allows it.

What can I earn?

Experienced customer service managers' salaries typically range between £30,000-£45,000 and can even exceed £60,000. Trainee customer service managers earn £16,000-£23,000.

What are the benefits?

Most companies offer generous bonuses or commission and usually provide an excellent benefits package. Staff discounts.

Are there chances of promotion?

You may need to move to a larger organisation if you want to gain more responsibility or opportunities for promotion. It may also be necessary to relocate, for example to gain promotion in organisations that have a number of branches. As your career develops, you can upgrade your membership of professional associations, such as the Institute of Customer Service (ICS) and the Institute of Leadership and Management (ILM). With further experience, you may choose to train other staff in customer service skills, or you might train to become an assessor of staff working towards customer service qualifications. This may lead to assessor or developer levels of membership with the ICS. If you take opportunities to develop and expand your knowledge and experience, you could move into a wider management career. This is particularly true if you have a relevant degree or have participated in a general management training scheme that covers other areas of management. To aid further progression, you should keep your knowledge and skills up to date by adding to your qualifications, completing short courses, attending conferences and reading relevant books, reports, newsletters and magazines. Meeting fellow professionals and exchanging ideas is another useful way of developing your career – the ICS runs regional networking and training events.

What will I be responsible for?

+ Helping to develop a customer service policy for an entire organisation;

+ Managing a team of customer services staff.

+ Handling face-to-face enquiries from customers.

+ Providing help and advice to customers using your organisation's products or services.

+ Leading or supervising a team of customer service staff.

+ Learning about your organisation's products or services and keeping up to date with changes.

+ Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

+ Communicating courteously with customers by telephone, email, letter and face to face.

+ Investigating and solving customers' problems which may be complex or long-standing problems that have been passed on by customer service assistants.

+ Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill.

+ Issuing refunds or compensation to customers.

+ Keeping accurate records of discussions or correspondence with customers.

+ Analysing statistics or other data to determine the level of customer service your organisation is providing.

+ Producing written information for customers, often involving use of computer packages/software.

+ Writing reports analysing the customer service that your organisation provides.

+ Visiting customers to provide a one-to-one service.

+ Developing feedback or complaints procedures for customers to use.

+ Developing customer service procedures, policies and standards for your organisation or department.

+ Meeting with other managers to discuss possible improvements to customer service.

+ Being involved in staff recruitment and appraisals.

+ Training staff to deliver a high standard of customer service.

What qualifications do I need?

Although this area of work is open to all graduates, a degree or HND in marketing, consumer, business or management studies, may enhance your chances. Some employers may prefer students from disciplines that are relevant to their particular sector, such as retail, hospitality or financial services. Entry into customer services management is possible without a degree or HND, however. Some managers work their way up from roles such as customer services assistant, gaining relevant qualifications and experience where possible. They may then find themselves being promoted to team leader, and on into a management position.

Do I need any experience?

Competition amongst graduates is quite high and so previous experience of working with customers, such as in a shop, call centre, office or bar, may give you an advantage when applying for work or training schemes. Any other relevant experience of working with people, perhaps through membership of student clubs and societies, is also useful. Try to arrange a period of work shadowing with customer service managers in different settings to find out which type of organisation might suit you best.

What attributes are needed?

You'll be a flexible, versatile, multi-tasker who knows how to get the best out of people. You'll ensure your firm hits its targets while maintaining strict quality and compliance standards. That means training your team thoroughly – showing them how best to handle queries and identify customer needs, and keeping their product knowledge up to date. If you have face-to-face contact with customers, you must have a smart appearance. You'll need to behave in a calm, professional and responsible manner at all times, even in times of stress when you are dealing with customers who are upset or angry. You'll be proficient in written and spoken communication skills that allow you to inform, help and advise customers clearly and liaise with other professionals. You'll also be a great listener, understanding exactly what customers require. You'll have problem-solving and motivational skills; confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations. You'll think creatively and be able to come up with new ideas to improve customer service standards and an ability to work well under pressure.

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