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  1. Customer Service Manager

    Kettering | £30000 - £40000 per annum | From Mana Resourcing

    Are you or have you been a Customer Services Manager? Has this been in a manufacturing environment? Excellent managers and problem solvers read on. JOB TITLE: Customer Service Manager LOCATION:.... They turnover £80m and have four sites in the UK. The ROLE The successful Customer Services Manager candidate will be required to do the following: *Manage a team of 20 Customer Service Agents ... Service Manager applicants with the following experience: *Minimum of five years' experience of customer services in a manufacturing industry (ideally packaging, supplying into the FMCG market ... Agent, Customer Services Sales Administrator, Team Leader, Customer Services Director, Manager. This role is commutable from: Corby Desborough Rothwell Market Harborough Kettering Burton Latimer... More

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  2. Customer Service Manager

    Market Harborough | £30000 - £40000 per annum | From Mana Resourcing

    Are you or have you been a Customer Services Manager? Has this been in a manufacturing environment? Excellent managers and problem solvers read on. JOB TITLE: Customer Service Manager LOCATION:.... They turnover £80m and have four sites in the UK. The ROLE The successful Customer Services Manager candidate will be required to do the following: *Manage a team of 20 Customer Service Agents ... Service Manager applicants with the following experience: *Minimum of five years' experience of customer services in a manufacturing industry (ideally packaging, supplying into the FMCG market ... Agent, Customer Services Sales Administrator, Team Leader, Customer Services Director, Manager. This role is commutable from: Corby Desborough Rothwell Market Harborough Kettering Burton Latimer... More

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  3. Customer Service Manager

    Corby | £30000 - £40000 per annum | From Mana Resourcing

    Are you or have you been a Customer Services Manager? Has this been in a manufacturing environment? Excellent managers and problem solvers read on. JOB TITLE: Customer Service Manager LOCATION:.... They turnover £80m and have four sites in the UK. The ROLE The successful Customer Services Manager candidate will be required to do the following: *Manage a team of 20 Customer Service Agents ... Service Manager applicants with the following experience: *Minimum of five years' experience of customer services in a manufacturing industry (ideally packaging, supplying into the FMCG market ... Agent, Customer Services Sales Administrator, Team Leader, Customer Services Director, Manager. This role is commutable from: Corby Desborough Rothwell Market Harborough Kettering Burton Latimer... More

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  4. Customer Services Manager

    Ashford, Kent | From £30,000 to £35,000 per annum | From Recruitment Solutions (Folkestone)

    Recruitment Solutions (Folkestone) Limited are currently recruiting for a Customer Services Manager for a leading Service provider in Ashford. The role will require the individual to be... responsible for developing customer service policies and procedures and ensuring a positive customer experience and effective Call (Contact) Centre operation. The successful candidate will have a background in customer services management, previous experience with planning, developing and executing procedures including process set up. Excellent around communication skills, the ability to prioritise workloads and over all IT proficiency. The role: Planning, coordinating and controlling the activities of the customer service team Lead in the creation of a Customer Service policy... More

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  5. Customer Service Manager

    Milton Keynes | DOE | From 1st Choice Recruitment

    To be a leader and true champion of the customer and to promote excellence throughout the operation in respect to understanding and delivering exceptional service to and with our customers via... responsibilities: As Customer Service Manager, it will be your job to make sure the customers' needs and expectations are met and delivered in all possible instances. You will do this through managing a team of Customer Relations Experts and by leading the development of customer service standards. Monitoring of quality and compliance within the customer service team as well as ensuring that customer ... Manager will be responsible for: ? helping to develop or update customer service policies and procedures ? managing and leading a team of customer service staff ? authorising refunds or other... More

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  6. Customer Service Manager

    South West London | £30000 - £40000 per annum + excellent benefits | From Three People

    Customer Service Manager - £30,000 to £40,000 plus excellent bens Based: London The Role The Customer Service Manager will lead a front line team delivering a range of services directly to... and profitability. The Company Our client is a major national B2C business with a widespread and diverse customer base. The Person The Customer Service Manager will be an experienced Customer Service and People Manager who can effectively lead and inspire a team - even when the pressure is on! As a professional Customer Service Manager you will empower your team to deliver a fantastic service ... catering delivery sectors could be particularly relevant. If you wish to be considered for the role of Customer Service Manager, please forward a CV in Word format, by e-mail, in confidence, stating... More

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  7. Customer Service Manager

    Milton Keynes | - £30k-£40k | From CareerStone

    Customer Service Manager / Insurance Services / Milton Keynes / 30k+ Company My client are a leading insurance intermediary who are UK specialists in home, motor, pet & travel... We are looking to recruit an experienced Customer Service Manager with experience in delivering a successful customer service function across a fast paced contact centre business. You will manage and lead a team of customer service staff, updating policies and procedures and authorising refunds or compensation case by case. The role will involve accurate reporting and developing and analysing key management information. Ensuring service levels and response times are of the highest standards. You Proven track record of developing a successful customer service function... More

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  8. Customer Service Manager

    High Wycombe | From £35,000 to £40,000 per annum plus package | 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 are... More

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  9. Customer service manager

    City | £25 - £30 per annum | From Office Angels

    Our client, a dynamic small-medium company, based in the heart of London requires a Customer Service Manager to ensure that the needs of customers are being satisfied. Their aim is to provide... excellent customer service and to promote this idea throughout the organisation they work for. Key Responsibilities: You will: -Manage a large team of account managers and customer service ... the account managers - Be responsible for the administration of the daily and weekly targets. - Assist in the training and implementation of new Customer Service agents in line with company ... accountable for complaints to be resolved within the company defined timescales and policies. -Manage, coach and drive the performance of the Customer Service team to achieve high level of service... More

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  10. Customer Service Manager

    Pontypridd | Salary - negotiable depending on experience | From Allied Aerosystems

    Customer Service Manager Full time. Allied Aerosystems Limited specialise in the calibration and repair of test equipment from all sectors of aerospace, engineering,... automotive and manufacturing. We are seeking to appoint an experienced Customer Services Manager to manage the Customer Services/Administration team.The Customer Service function includes all ... exceptional people manager with the ability to motivate and lead the customer service team to enable them to reach their full potential.Experience of business management, business development and customer service experience with a desire to help grow the business is required. (Technical experience is not essential for the role). The Customer Services Manager is responsible for managing... 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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