What is a Customer Experience / Service Manager?
Customer Service Managers work in a variety of environments including offices, restaurants, retail stores, car dealerships and call centres. They recruit, train, and manage employees who work in a company’s customer service office or department. They usually work with other members of a company’s management team to create and implement policies and procedures for dealing with customers or clients. Customer Service Managers are also responsible for handling complaints and they assist clients who have queries about the company’s products or billing statements.
Your responsibilities
- Overseeing the customer service teams
- Training and managing customer service assistants and representatives
- Onboarding and training new employees
- Setting customer satisfaction targets and working with the team to meet targets consistently
- Interacting with customers daily by answering their questions and directing them to the appropriate service for their needs
- Receiving and implementing customer feedback to improve quality of service
- Creating customer loyalty programmes to increase revenue and improve client retention
- Overseeing the budget for the customer service department
- Establishing customer service policies and procedures
- Staying updated on developments in the customer service field
What You'll need
Core skills
- Leadership skills
- Experience in customer service
- Ability to work collaboratively
- Ability to meet and exceed customer needs
What You'll Gain
Transferable skills
- Communication skills
- People management skills
- Coaching and mentoring
- Setting goals and objectives
- Delegation skills
What You'll Use
Key Skills
English
- Writing and reading reports
- Communicating with staff
- Presenting information
Maths
- Managing budgets
- Analysing data
- Identifying trends
- Sales forecasting
IT
- Knowledge of software packages such as Microsoft Office and social media platforms
Role opportunities
These are some possible roles you may consider in your career journey. Discuss with your Inspiro Coach for further guidance.
Service roles
service advisor
senior service advisor
Customer Experience / Service Manager
Aftersales Manager
Other related routes
National Careers Website
The National Careers website is a government database that provides information for a job you are looking to explore.
automotive Sector Roles
Use our Sector Roles map to see if there is a role within your chosen sector that you are interested in.
Resources
Career Development Handbook
Click on the image
to download the
career development handbook
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