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Job Description

The Customer Service Manager will manager a team of advisers dealing with queries that require higher authority and monitoring the effectiveness of the customer service.  They will be expected to motivate their team to ensure they are giving the best customer service possible and will also need to know their company's products and policies inside out to ensure the correct information is given to customers/clients.

Entry Requirements

You can get into this job through:


There is no set entry route to become a customer service manager but it could be useful to do a relevant qualification, like a Level 3 or 4 Diploma in Customer Services.

The following local colleges offer courses in Customer Service:

You usually will need 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course.

Or your local 6th form may offer a relevant course.


You could do a customer services advanced apprenticeship. After finishing, you could take further training to become a manager.

You may be able to do a more specific higher or degree apprenticeship to become a manager, depending on your industry. Examples include: marketing, retail, banking, hospitality, passenger transport.

You'll usually need:

  • 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship
  • 4 or 5 GCSEs at grades 9 to 4 (A* to C) and A levels, or equivalent, for a higher or degree apprenticeship

Click here to search for an apprenticeship.


You could do a foundation degree, higher national diploma or degree and then apply for a place on a graduate management trainee scheme. The subject you take will depend on the industry you want to work in, for example:

  • business management
  • retail management
  • tourism and hospitality
  • financial services

You'll usually need:

  • 1 or 2 A levels, or equivalent, for a foundation degree or higher national diploma
  • 2 to 3 A levels, or equivalent, for a degree

Click here to search for a suitable course.


You could start as a customer service adviser and with training, move up to become a team supervisor, team leader then manager.

There are many customer service training courses, and your employer would suggest the ones most relevant to the industry you work in.

Other routes

You could choose to do more general management qualifications, for example through the Institute of Leadership & Management or the Chartered Management Institute.

Career Path and Progression

You could move into a more senior position, be responsible for customer service across a region, or become a customer service director for a whole organisation.

Related careers you may be interested in:

  • Airline customer service agent
  • Bar person
  • Customer service assistant
  • Hotel receptionist
  • Personal assistant

Required Skills

  • Good leadership and management skills
  • the ability to motivate your team
  • organised
  • excellent communication skills
  • the ability to listen and resolve problems
  • able to work well under pressure
  • keep calm in difficult situations
  • well presented

Salary Range

£20,500 to £70,000

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