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Job Description Customer Services Manager


Skills Provision is happy to share their job description database with the employment sector.

Listed below is a job description for a Customer Services Manager.

Please note, these free to use templates are only a guide, legal advice should be taken before implementing any job description.

If your organisation would like assistance in sourcing top quality Customer Service Managers please email

Customer Service Manager


Job Title

Customer Services Manager

Line manager/ Reports to

Insert as applicable e.g. Director



Customer Services Team – Essex


Head office in Braintree or such other location that may be required of the job role

Website details can be inserted here

Job Ref & about the organisation  

Social Media info etc 

Core Objectives

The development, performance and maintenance of the customer service activities of the organisation

Main Tasks/duties and responsibilities 



Responsibility to staff and direct the team to

– meet your targets and those of the team as a whole

– the smooth running of the of the team

– contribute to training and development of the team

– assist line manager in achieving maximum customer satisfaction in accordance with organisation plans

– maintain overall team responsibility for performing all duties in compliance with  insert as applicable e.g. ISO certification


Day to day responsibilities agreed with your manager to include:

– manage, direct and monitor the overall performance of the customer services team

– effective liaison, support and assistance between customer services department and rest of organisation

– maintain and improve mechanisms for surveying and measuring customer satisfaction and disseminate feedback to the appropriate internal entities

– utilise CRM system to manage the functions of receiving, assessing, analysing, resolving and documenting customers’ issues and complaints in accordance with agreed requirements

– developing plans for customer services activities to include customer management to achieve satisfaction targets

– support to all other departments with customer service and related issues

– subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met

– reporting (content and format as agreed) on a monthly basis as agreed

– developing plans for team activities to include strategy to achieve agreed targets

– assist in the development and preparation of the organisation’s customer services strategy and general business planning

– delegate authority and responsibility to team with supervision, accountability and review

– set an example for team members of commitment, customer services activities, work ethics and habits and personal character

– maintain accurate records of customer services interaction, complaints and resolutions

– responsibly use resources and control expenses to meet agreed  budgetary controls

– adhere to all organisation policies and procedures

– interact and co-operate with the all members of the organisation and its suppliers and customers


From time to time you may be expected to be part of special projects as are reasonably required of your job role.

You are responsible for your allocated workload and must meet all targets as agreed with your Line Manager. You must contribute towards the smooth running of the organisation generally.


Your usual hours will be from 9am to 5pm. However you will be expected to work as and when necessary to meet the needs of the team and your targets. Your job will be a mixture of travel and office based.

Secondary Tasks/duties





The role is part of the whole organisation team and as such requires you to perform such reasonable tasks that are required, as and when are necessary, to maintain, promote, develop and expand the business of our organisation and its interests generally.


You must carry out your duties to the best of your ability, having consideration for the needs of your colleagues, and the organisation and its clients/customers. You must obey all lawful and reasonable orders given to you and comply with the organisation’s rules, procedures and policies

Management / supervisory responsibilities



People or equipment


People who report to you

You have responsibility for other the team members who will all report directly to you



You are responsible for the equipment provided to you for use in your job role and to your team. This means you must ensure that equipment is used in accordance with training provided, the entire organisation’s policies and procedures and the law and using, where applicable any safety equipment or Personal Protective equipment and clothing provided. You are responsible for ensuring that the equipment used by the team is maintained and can be used/operated at all times.

Essential Abilities/ Competencies of this job role

You need

– qualifications sufficient to perform the job role – insert as applicable e.g.  minimum BA

– languages required – insert as applicable e.g.  English, French

– experience in this type of job role – insert as applicable e.g.  minimum 5 years

– good understanding of customer and market requirements and dynamics

– to be able to use CRM and performance software – insert specific software if required

– ability in customer services management and supplier relationship management

– leadership with ability to drive a customer services team

– proven ability to coach and develop others

– high degree of integrity and honesty in all dealings

– genuine desire to serve the needs of customers with a strong personal responsibility for achieving customer satisfaction

– Excellent analytical, interpersonal, organisational and communication skills.

– ability to work under pressure

– full driving licence

Insert anything else as required


You need to have and maintain (with regular training and updates as necessary) the knowledge, technical skills and qualifications that are necessary to perform your job role to comply with the requirements of the organisation and any applicable rules, regulations, (particularly of any professional body) and with any law which applies to your job role.

Special working Conditions

You may be expected to work in accordance with the organisation’s overtimes policies

Insert following if applicable – The nature of your role will require you to travel within the area that your team covers. However, from time to time you may be expected to travel outside that area as the job role requires.


Salary levelC – £45,000
Benefits insert details of any benefits

Approved by Name

John Smith

Job Role

Insert details as applicable

Date approved