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  1. Service Manager - Customer Service

    Brighton | Please enquire | From Pavilion Jobs

    We currently have a fantastic position available for a Customer Service Manager to join a Global Healthcare Provider based in the heart of Brighton. In this role you will resume responsibility... for 8-10 Customer Service Consultants in the day to day running, performance and overall development of the department. The focus of this role is to ensure that you are coaching, managing performance and delivering on SLAs and KPIs. You will work closely with the Head of Department to achieve consistent customer experience. You will set an excellent behavior example and show passion for the importance of the role and what the company offers. It is essential all applicants have previously managed a team of 10 - 15 staff members within a customer service focused company, where you have...

  2. Customer Services Manager

    Exeter | £36,000 per annum | From REDROW

    The Customer Service Manager will deliver a first class service to our customers which will involve management of a small team of Customer Services Technicians and close interaction with the... Customer Service Co-ordinators. The Customer Services Manager will manage and continually improve the Customer Service experience for Redrow customers to ensure Redrow remains a 5 star builder and a leader in Customer Service at the premium end of the homebuilding industry. This job was originally posted as ...

  3. Customer Service Manager

    Oakham | circa £35,000 + Benefits | From Networx.

    Customer Service Manager / Contact Centre Manager Oakham, Rutland, Leicestershire, Stamford, Corby, Melton Mowbray Salary circa £35,000 + Benefits Are you an experienced Customer Service Manager... looking for a new challenge? Our client, a leading, growing consumer solutions business is now looking to recruit an experienced Customer Service Manager to take responsibility for the day to day running of activities with a small but busy Customer Service department. Leading by example, you will inspire, motivate and develop the customer service team, ensuring KPI's are achieved and exceeded. The nature of this business requires customer focussed, empathetic individuals and as the head of the department the Customer Service Manager, you set the standard working closely across all areas...

  4. Customer Services Manager

    Alton, Hampshire | Bonus and benefits package | From Portfolio Recruitment

    Our client, based in Alton, Hampshire is an expanding manufacturing company with a vacancy for a Customer Services Manager, the main requirements of the position are: Leading, managing and... coaching a team of seven Managing promotions, Sales and cross selling opportunities Evaluating performance, coaching and staff development Maintaining customer service standards and procedures Account and relationship management for nominated accounts Business process improvement, maintaining quality and performance Managing and investigating customer complaints and undertaking ... ...

  5. Customer Services Manager

    Farnham, Surrey | £40k per year + Benefits | From Personnel Selection

    We are an award winning Technology Company and a leading supplier in our field. We focus on delivering products to our global clients and are seeking a Customer Services Manager to join our.... The Customer Services Manager will manage the customer services group and key responsibilities will be as follows: Direct report responsibility for the customer services team including team members in ... satisfaction and enhancing the customer experience Continuous improvement of the customer services function Support the Operations Director in delivering the company revenue targets Maintaining good communication with the sales team Attend the company sales meeting to provide sales order status updates Manage customer services in-box assigning orders and emails to the customer services team...

  6. Customer Service Manager

    Taunton, Somerset | £30-35K | From Flex Recruitment

    A fantastic opportunity has arisen for an experienced Customer Service Manager to join our client, a Scandinavian company based in Taunton supplying luxury beds to high profile retailers. The... Customer Service Manager will be working at the UK Head Office and will deliver the highest level of quality customer service to retail partners and clients. The main duties of a Customer Service Manager will involve: Managing the order cycle from receipt to delivery Develop and implement customer service protocols within the business Customer interface reporting (relating to key ... and professionally Support the field sales team Provision of marketing support Preparation of ad hoc reports and support to the Director as required The successful Customer Service Manager will...

  7. Customer Services Managers

    Bristol | £49,161 per annum | From Ministry of Defence

    Customer Services Managers Commissioning and Managing Organisation MOD Abbey Wood, Bristol Vacancy No: 1435731 The Logistic Commodity and Services Operating Centre, part... including Demand Managers, Customer Service Managers and Performance Managers. Please enter "1435731" into the Vacancy Reference field to be taken to the full job advert. Closing date: 6 th January 2015 This job was originally posted as ... . The service enables our military forces across the globe and is therefore of national importance. To enable the MOD to continue to meet the needs of our Armed Forces, the way in which these...

  8. Customer Services Manager

    Leicester | From £30,000 to £40,000 per annum | From Ruth Wagstaff Recruitment

    Customer Services Manager Leicester. £35,000 - £40,000 Excellent opportunity for an experienced Customer Service Manager to implement strategy within a small team to deliver a world... class customer service for a global manufacturing business. Key responsibilities: Providing leadership and direction to the Customer Services Team Leader and their team to ensure that an excellent standard of service is provided and maintained. To be the voice of the customer inside the company Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit Responsible for the direction and supervision of the customer service team (to include performance management, team development and motivation and more specifically...

  9. Customer Service Manager

    Newport Pagnell | Unspecified competitive plus benefits | From Arnold Clark.

    With a turnover in excess of £2 billion, over 160 branches nationwide and an ever-expanding portfolio, Arnold Clark is proud to be Europe's largest independent motor dealer. Our Milton Keynes... based Contract Hire Division is looking to recruit for the following position: Customer Service Manager We are seeking to recruit a customer service manager to manage and develop our customer service team working in a fast moving environment and ensuring that our customers receive the ultimate in service delivery excellence. The role involves providing leadership, training and direction to ... experienced customer service manager, able to lead, manage and motivate a team. You will have the ability to work under pressure and to deadlines in an extremely busy environment. Excellent...

  10. Customer Service Manager

    Leicester | £35000.00 - £40000.00 per annum + benefits | From Gleeson Recruitment Group

    My client, an innovative manufacturer of packaging systems for the global market, is currently looking to recruit a Customer Service Manager to lead the customer services team to world class... standards, based at the global headquarters in Leicester. The successful Customer Service Manager will join a global organisation with manufacturing plants, distribution facilities, product ... world class levels of customer services as part of their continued pursuit of growth. The Customer Service Manager will be responsible for providing daily supervision and leading the development ... and execute realistic, value-added business solutions to day-to-day operational problems/issues. The successful Customer Service Manager will have a background leading a team in a commercial customer...

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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