Customer Service Manager Job Description
Use this template to create a clear, role-specific Customer Service Manager job description that attracts experienced front-line leaders. It highlights core duties, realistic requirements and practical KPIs so you can adapt it to your organisation’s size and channels (phone, email, web chat or in-person).
What does a Customer Service Manager professional do?
A Customer Service Manager leads a team of advisers to deliver consistent, measurable customer service across channels, driving quality, efficiency and continuous improvement.
Customer Service Manager job description template
Use this employer-ready example as a starting point, then replace the placeholders and adjust the content so it accurately reflects your vacancy.
Customer Service Manager
About the role
[Company name] is recruiting an experienced Customer Service Manager to lead our [team size] customer service team based in [City] with [hybrid / on-site / remote] working. You will be responsible for day-to-day team leadership, performance management, handling escalations and improving processes to increase first contact resolution and customer satisfaction. This is a full-time, permanent role. Salary: [Salary range]. Benefits include
.Key responsibilities
- Lead, coach and develop a team of customer service advisers; run 1:1s, team meetings and performance reviews.
- Own day-to-day operations for the customer service function, including rota planning and shift coverage.
- Take responsibility for customer escalations and complex complaints, investigating and delivering resolutions.
- Define, monitor and report on KPIs such as CSAT, NPS, FCR, average handling time and abandonment rate.
- Use CRM and reporting tools to analyse trends and drive continuous improvement initiatives.
- Create and maintain standard operating procedures, scripts and quality assurance checks.
- Work with sales, logistics, product and IT teams to resolve systemic issues and improve the end-to-end customer journey.
- Recruit, onboard and help retain high-performing advisers; identify training needs and run coaching sessions.
Essential skills and experience
- Proven experience supervising or managing a customer service team (typically 2+ years).
- Strong verbal and written communication skills and the ability to coach staff.
- Practical experience using CRM systems and producing performance reports.
- Good numeracy and analytical skills to interpret KPIs and identify improvement actions.
- Experience handling customer escalations and complex complaints.
- Ability to manage rota planning and cover flexible shift patterns when required.
- Right to work in the UK.
Desirable
- Experience managing omnichannel contact (phone, email, live chat, social).
- Familiarity with workforce management or ticketing tools.
- Formal management or customer service qualification (desirable but not essential).
- Experience in continuous improvement, Lean or similar process improvement approaches.
- Previous experience in the same sector (retail, telecoms, utilities, B2B) or with similar customer volumes.
What we offer
- [Pension scheme]
- [Holiday entitlement]
- [Flexible / hybrid working options]
- [Performance-related bonus or incentive scheme]
- [Training and development budget or internal progression programme]
- [Private medical / health benefits - optional]
How to apply
Apply with your CV and any additional information requested. Make the interview process, closing date and any assessment stages clear where known.
Use this as a starting point rather than a final advert. The strongest version will reflect the real role, salary, location, systems, responsibilities, benefits and working arrangements.
What is a Customer Service Manager role?
A Customer Service Manager is responsible for leading a team of advisers to deliver consistent customer outcomes, manage day-to-day operations and resolve escalations. They track and improve key performance indicators, maintain process and quality standards, and collaborate with other departments to remove service friction and improve efficiency.
Team leadership
Recruit, coach and motivate advisers while maintaining performance and attendance standards.
Operational delivery
Manage rotas, workload and service levels to meet daily and seasonal demand.
Performance & reporting
Measure KPIs, produce regular reports and use data to prioritise improvements.
Complaint resolution
Handle high‑severity cases and lead investigations to restore customer trust.
Typical Customer Service Manager responsibilities
Responsibilities should reflect the real scope of the vacancy rather than every task someone in this profession might ever complete.
Lead, coach
Lead, coach and develop a team of customer service advisers; run 1:1s, team meetings and performance reviews.
Own day-to-day operations for the
Own day-to-day operations for the customer service function, including rota planning and shift coverage.
Take responsibility for customer escalations
Take responsibility for customer escalations and complex complaints, investigating and delivering resolutions.
Define
Define, monitor and report on KPIs such as CSAT, NPS, FCR, average handling time and abandonment rate.
Use CRM
Use CRM and reporting tools to analyse trends and drive continuous improvement initiatives.
Create
Create and maintain standard operating procedures, scripts and quality assurance checks.
Work with sales
Work with sales, logistics, product and IT teams to resolve systemic issues and improve the end-to-end customer journey.
Recruit
Recruit, onboard and help retain high-performing advisers; identify training needs and run coaching sessions.
Customer Service Manager skills and experience to look for
Keep the essential list focused on what the person really needs to perform the role. Move useful-but-trainable experience into desirable criteria.
Usually worth prioritising
- Proven experience supervising or managing a customer service team (typically 2+ years).
- Strong verbal and written communication skills and the ability to coach staff.
- Practical experience using CRM systems and producing performance reports.
- Good numeracy and analytical skills to interpret KPIs and identify improvement actions.
- Experience handling customer escalations and complex complaints.
- Ability to manage rota planning and cover flexible shift patterns when required.
- Right to work in the UK.
Useful where relevant
- Experience managing omnichannel contact (phone, email, live chat, social).
- Familiarity with workforce management or ticketing tools.
- Formal management or customer service qualification (desirable but not essential).
- Experience in continuous improvement, Lean or similar process improvement approaches.
- Previous experience in the same sector (retail, telecoms, utilities, B2B) or with similar customer volumes.
See our guide to what to include in a job advert before publishing.
How to write a Customer Service Manager job advert
Small role-specific details can make the advert much easier for suitable candidates to assess.
Be specific about scale
State team size, contact volumes or shift patterns so candidates can judge if they have relevant experience.
List the channels
Specify whether the role covers phone, email, live chat, social or in-person service.
Include measurable expectations
Name the KPIs candidates will own (for example CSAT, FCR or AHT) rather than vague performance phrases.
Clarify working pattern
Clearly state core hours, shift rotation, weekend or evening requirements and any hybrid/remote policy.
Highlight development
Mention training, progression routes or management responsibilities to attract ambitious candidates.
Customer Service Manager salary considerations
Pay for a Customer Service Manager depends on multiple factors. Consider the role’s scope, the channels covered, and the local labour market when setting a salary.
depending on experience
- Use a genuine range
- Separate variable pay
- Avoid “competitive” alone
- Match salary to seniority
What Customer Service Manager candidates will want to know
Practical details can influence whether a suitable candidate applies, even when the title and salary are attractive.
What is the team size and structure?
Experienced candidates want to know how many direct reports they will have and whether there are team leads or specialist roles.
What are the hours, shift patterns and on-call requirements?
Clarify core hours, rota frequency, weekend shifts and any out-of-hours responsibilities upfront.
Which systems and channels will I manage?
Candidates will want to know the CRM, ticketing or workforce tools used and whether the role covers phone, chat, email or social.
Which KPIs will I be measured against?
State the main performance metrics (for example CSAT, FCR, AHT) and reporting cadence.
What training and career progression is available?
Describe internal development routes, management training and any support for qualifications.
What is the full package and benefits?
Candidates expect clarity on pension, holiday, bonuses and flexible working arrangements in addition to base salary.
Where to post a Customer Service Manager job
This role suits exposure across broad UK job boards, professional networks and targeted customer service communities. Use general job sites and LinkedIn to reach mid-career managers, while sector-specific boards and contact-centre forums help attract candidates with relevant industry experience; consider local advertising and employee referrals for operational roles where on-site presence matters.
Customer Service Manager job description FAQs
How long should the job advert be?
Keep the advert concise: a short opening paragraph, 6–10 core responsibilities and 6–8 essential/desirable bullet points is usually enough for applicants to decide whether to apply.
Should I include a salary?
Yes — listing a salary range or at least a market band improves application rates and reduces unsuitable applications. If budgets are flexible, use a realistic range and note any bonus or incentive elements.
What KPIs should I mention?
Mention the primary metrics the role will own, for example customer satisfaction (CSAT), first contact resolution (FCR), average handling time (AHT) and service level targets.
Do I need to specify shift patterns?
Yes — be explicit about shift rotations, core hours and weekend or bank holiday working so candidates can assess availability early.
How do I attract experienced managers?
Highlight leadership responsibilities, decision-making autonomy, the scale of the team or operation, and any development or budgetary control to make the role appealing to senior candidates.
Ready to publish?
Copy and adapt the sections above into your vacancy advert, fill the placeholders (salary, location, benefits and working pattern) and post the role on a mix of general and sector-specific channels to reach qualified Customer Service Manager candidates.
