Customer services manager

Career path and progression

With experience, you could:

• move into a more senior position
• take on responsibility for customer service across a region
• become a customer service director for a whole organisation
• work in business development, business finance or legal compliance

What it takes

Skills and knowledge

You'll need:

• customer service skills
• business management skills
• to be thorough and pay attention to detail
• the ability to work well with others
• administration skills
• the ability to accept criticism and work well under pressure
• the ability to use your initiative
• excellent verbal communication skills
• to be able to use a computer and the main software packages confidently

Related subjects

Most relevant

• Business - Customer services managers use business management skills every day – from managing budgets and developing policies to improving how a team operates. Understanding how organisations work, how to manage resources, and how to plan strategically is central to the role.
• Mathematics - Customer services managers analyse data on response times, service quality, and customer satisfaction to spot trends and make improvements. They also manage budgets, forecast costs, and use statistics to measure team performance.
• English Language - Customer services managers write policies, procedures, and reports, and need to communicate clearly with both their team and customers. Handling complex complaints and presenting ideas to senior management requires strong written and verbal communication skills.

Also relevant

• Psychology - Customer services managers need to understand what drives customer behaviour and how people respond when they are frustrated or dissatisfied. This helps them design better service processes and train their teams to handle difficult situations effectively.
• Economics - Customer services managers make decisions about resource allocation, budgets, and service investment that affect a company's bottom line. Understanding concepts like supply and demand, market conditions, and consumer behaviour helps them balance cost with quality.
• Sociology - Customer services managers work with diverse teams and serve customers from many different backgrounds. Understanding how social groups, culture, and identity shape people's expectations and communication styles helps them create inclusive and effective service.
• Computer Science - Customer services managers increasingly oversee digital service channels, CRM systems, and automated tools like chatbots. Understanding how these systems work at a deeper level helps them configure platforms, interpret data outputs, and work with technical teams on improvements.
• Law - Customer services managers must ensure their team's work practices comply with data protection rules and consumer rights legislation. Understanding legal frameworks helps them develop policies that protect both the organisation and its customers.