Byline: Michelle Rushton

A customer services manager is responsible for a team that works in variety of jobs involving constant or regular contact with customers, either as general information or sales staff, or in a specific customer service department.

They tend to work in retail, banks and call centres, as well as the transport sector, hotels, insurance, health care and information services.

Their job is to supervise and motivate their team to ensure the customers' enquiries are handled in a positive, reliable and pleasant way, in line with the employer's standards.

Duties include building effective customer relations, staff recruitment and appraisals, working arrangements, staff meetings, and training and development programmes.

They may also be responsible for dealing with more complex customer enquiries, complaints, and any crises such as security issues or a customer being taken ill.

What personal skills do you need?

You need to be well presented, with a polite, friendly manner for dealing with customers and staff, with a willingness to help people.

Communications skills are a must, and you should be flexible, decisive and quick-thinking. You must be patient when dealing with difficult situations, keeping calm under pressure.

You should also be able to prioritise and balance the needs of customers and your organisation and be able to supervise and motivate staff.

What training do you need? …