Customer Service Manager Jobs

The Customer Service Manager will be responsible for managing a team of Customer Service professionals, in either a face-to-face location (for example a retail outlet, drop-in centre or help centre), or a remote location such as a call centre or virtual teleworking team.

The role will involve being responsible for the team's outputs and targets. There may be sales targets as well as SLAs to meet, targets around customer retention being a common example. Part of the role will involve gathering, analysing and reporting back on this data and devising and implementing strategies for improving and building on team results.

The role will also involve training and coaching the team to ensure that they are carrying out their roles to the best of their abilities; ensuring that staff are recruited with the right skills; managing the team day to day; developing them in line with HR procedures; and managing attrition and other indicators.

You will also deal with escalated customer queries; for example customer complaints or more complex queries which involve considerable levels of experience and business knowledge. You will be responsible for ensuring that customer management systems and processes are being followed correctly and managing the quality control of customer interactions.

To be successful in the customer service manager position, you will need to have relevant sector experience in either a business to customer or business to business environment, product knowledge, management experience and considerable customer service experience. You will need to be motivated, demonstrate strong leadership skills, be well organised and have excellent communication skills. This role has excellent development opportunities into more senior operational and management positions.