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Customer service manager

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Summary of occupation

Customer service managers are responsible for managing the relationships between an organisation and its customers or clients. They often provide after-sales support to customers, handling complaints, requests for refunds and other feedback. Customer service managers working in larger organisations may supervise a team of dedicated customer service officers, they may only deal directly with customers when there is a serious or complex issue that cannot easily be resolved by a customer service officer. They are often responsible for developing an organisation's customer service policies and training other staff members how to deliver a high level of service and build positive customer relationships.

ANZSCO description: Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.
Alternative names: Client Service Manager, Corporate Services Manager, Customer Operations Manager, Customer Relationship Manager, Service Manager
Job prospects: Average
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Knowledge, skills and attributes

A customer service manager needs:

  • to remain calm under pressure
  • enjoy helping people resolve issues
  • to be able to work as part of a team
  • excellent communication and interpersonal skills
  • to be friendly, courteous and patient
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Working conditions

Customer service managers usually work indoors, for retailers, wholesalers, government departments and other companies selling a product or service. The majority of workers in this role are based in the Perth metropolitan area, however there are opportunities in all regions throughout Western Australia. They may often deal with customers who are upset or angry, and must be able to remain calm while resolving these issues. Customer service managers generally work standard business hours, though evening or weekend work may occasionally be required to deal with major problems which may sometimes arise, such as product recalls.

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Salary details

On average, customer service managers can expect to earn between $1 731 and $2 308 per week ($90 000 and $120 000 per year), depending on the organisation they work for, and their level of experience. As a customer service manager develops their skills, their earning potential will generally increase.

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Tools and technologies

Customer services managers need to be highly familiar with the products and services that their organisation offers. They often use computers to keep detailed records of their dealings with specific customers and may need to be familiar with word processing and database management programmes that enable this information to be shared on the organisation's internal network. Depending on their specific duties, customer services managers may also be required to use cash registers and EFTPOS machines.

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Education and training/entrance requirements

You can work as a customer service manager without any formal qualifications. Generally this requires significant experience in a customer service role, which could include working as a retail sales assistant, call or contact centre operator, sales representative or in a similar area.

You may improve your employment prospects if you complete a qualification in management, business, commerce or a related field.

VET courses and university degrees in management, business and commerce are widely available from TAFE Colleges, registered training organisations and universities throughout Western Australia.

Contact the training providers you are interested in for more information.

Related courses

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Apprenticeships and traineeships

As an apprentice or trainee, you enter into a formal training contract with an employer. You spend most of your time working and learning practical skills on the job and you spend some time undertaking structured training with a registered training provider of your choice. They will assess your skills and when you are competent in all areas, you will be awarded a nationally recognised qualification.

If you are still at school you can access an apprenticeship through your school. You generally start your school based apprenticeship by attending school three days a week, spending one day at a registered training organisation and one day at work. Talk to your school's VET Co-ordinator to start your training now through VET in Schools. If you get a full-time apprenticeship you can apply to leave school before reaching the school leaving age.

If you are no longer at school you can apply for an apprenticeship or traineeship and get paid while you learn and work.

Related apprenticeships

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Recognition of prior learning

If you think you already have some of the skills or competencies, obtained either through non-formal or informal learning, you may be able to gain credit through recognition of prior learning.

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