what is a service manager?
As a service manager, you foster a productive work environment for staff members and ensure the team keeps pace with service demands. You improve clients' satisfaction levels and help the customer service team to retain customers. As well as managing staff, you also interact with top clients in the company and ensure they are happy with your products. You need an in-depth understanding of the company's products and specifications so you can manage customer complaints that require escalation.
Service managers perform different roles depending on their business sector, but their primary responsibility is to improve customer experience. For instance, service managers in the healthcare sector improve efficiency and workflow to ensure facilities deliver high-quality services. They organise work schedules and hospital functions to ensure patients receive prompt care. Some service managers in technology companies supervise the installation, maintenance and troubleshooting of technology products. Most service managers have exceptional people skills and are adept problem-solvers.
Would working as a service manager suit your people and problem-solving skills? Then read on to find out what competencies and qualifications you need to thrive in a service manager role.
service manager salary
The compensation package of service managers depends on the role they play in a company. According to National Careers, the median salary of entry-level service managers leading customer service teams starts at £21,000 annually. Building your skills and experience level raises your earning potential to £50,000 per year. Some jobs in government sectors have pre-determined pay scales. In the NHS, for instance, your salary ranges from £25,368 and £63,862 per year. Civil service managers have a starting salary of £27,000 annually, while experienced managers take home over £68,500 a year.
Apart from the base salary, service managers enjoy various benefits, from house and transport allowances to medical insurance and contribution to pension schemes. Some employers also have overtime pay and bonuses. If your role involves bringing in new clients, you may receive commissions for closing deals.
what factors affect a service manager's salary?
As a service manager, the business sector you work in determines your salary. For instance, working in hospitals and the public sector tends to pay more than service management roles in commercial companies. You can try out various sectors until you find the perfect one for you. Your educational qualifications and skills also influence your earnings. Service managers with many years of experience have more skills, which boosts their earnings.
types of service managers
Service managers differ based on the business sectors and their roles. Some include:
- customer service managers: as a service manager in the customer service department, you train employees to handle customers and deal with complaints. You also provide after-sale services to customers, like installation and organising delivery.
- health service managers: you take up administrative roles, such as managing nurses and doctors, to ensure patients receive immediate care. You also handle patients' complaints and disputes.
- civil service managers: your work is based in government departments and revolves around providing public services. You organise teams to make sure the public receives high-quality government services.
- IT service managers: when you work in technology companies, you assist customers with installation and maintenance procedures. You train support teams to provide technical support and help customers with troubleshooting procedures.
working as a service manager
A service manager focuses on improving customer experience through exceptional customer service and prompt responses to queries. Let's look at a service manager's specific duties and work settings.
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service manager job description
Specific responsibilities depend on the industry sector and department you work in, but typical tasks include:
- supervising customer service teams: as a service manager, your primary role is to ensure customers receive the best treatment and services from the customer support team. You need to motivate your customer service team and ensure they have all the information and tools to assist customers effectively. You should also create a motivating work environment for the staff to perform their duties effectively.
- responding to customer inquiries: customers usually reach out to customer service teams for queries about company products or services. The interactions are usually over the phone, email or live chat. You need to ensure the responses customers receive are accurate and timely. When an issue escalates, you should handle the problem promptly to minimise any negative impact on the company's reputation.
- developing policies and procedures: as a service manager, you develop the playbook that customer service agents use to resolve issues. The policies and procedures you create need to balance the company's goals with satisfying customers' needs. You should also constantly review the policies as the business grows.
- hiring customer service staff: the customer service team should be carefully selected to maintain meaningful interactions with customers. As a service manager, you identify the best candidates to fill each position. You will assess their personality and technical abilities. Apart from onboarding new employees, you also organise ongoing training and development programmes to keep your workers updated on the latest policy changes. When a company launches new products, you educate the team on specific features and benefits.
- reporting progress to top-level managers: the customer service department is a significant data source for company performance. Your job is to compile progress reports and make recommendations on ways to improve customer experience in the company. You also participate in forming strategic goals and provide insights on ways to improve client satisfaction levels.
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work environment
As a service manager, your role is often office-based since you attend appointments and perform administrative functions. However, in some industries, your job involves a lot of movement. For instance, in hospitals, you make rounds several times a day to ensure the doctors and nurses follow schedules and patients don't face delays. In hotels, you greet guests and ensure they have everything they need. As a service manager, you need to dress professionally every day, and some companies have uniforms.
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who are your colleagues?
Depending on the business sector, your colleagues might include retail managers, sales managers and customer service administrators. You also work in close proximity to customer service directors, customer service advisor, service desk analyst and product managers, as well as other specialists such as marketing managers, hotel managers and business analysts.
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work schedule
The typical working hours of a service manager are between 38 and 40 hours a week in full-time positions. Your schedule often extends to late evenings and weekends or public holidays in companies that provide 24/7 support. Some employers provide shift schedules, part-time opportunities and short-term contracts. Remote work opportunities are available since you accomplish most of your tasks from a computer and talk to customers through online communication channels. It is also possible to manage remote customer service teams.
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job outlook
As a service manager, you have multiple opportunities for career progression. For instance, you can move to senior positions in customer service, like becoming a customer service director or a regional service manager. Alternatively, consider progressing to business development representative or marketing manager positions. If you have a background in financial services, you can become a finance manager.
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advantages of finding a service manager job through randstad
Finding your service manager job through Randstad provides important advantages such as:
- a wide variety of training and development opportunities
- an experienced contact person to provide help if needed
- a range of opportunities in your area
- get paid weekly or monthly, depending on the job
- temporary and permanent contracts
Want a permanent contract? A temporary job as a service manager is often a stepping stone to an attractive permanent job. Every year, thousands of people earn a permanent contract with great employers thanks to a temporary job found through Randstad. What's more, many companies recruit their permanent employees through Randstad too!
education and skills
Some routes for becoming a service manager include:
- university course: if you want to become a service manager, complete a foundation degree, undergraduate degree or a higher national diploma. You can join a graduate trainee programme when you complete your business management or retail management training.
- college or apprenticeship: you can get an entry-level service manager role with a Level 3 or 4 Diploma in Customer Services. Alternatively, join an apprenticeship scheme in marketing, hospitality or retail before undertaking further training to become a service manager.
skills and competencies
A service manager needs the following qualities to excel:
- communication skills: as a service manager, you interact with various stakeholders in the company, from customers to employees and executives. It is important to have exceptional communication skills, which help you adjust your language to different target audiences. Written communication is essential when preparing reports or responding to email inquiries.
- leadership skills: as a service manager, you lead teams of customer service agents or public servants. It is crucial to inspire workers to achieve targets and improve performance. Leadership skills help you create an environment that promotes productivity and addresses employees' concerns.
- computer skills: a service manager uses computer software to manage customers and various tasks in an organisation. For instance, most companies with a large pool of customers have customer relationship management software. Computing skills help you use the software for data analysis and various work processes.
- critical thinking: as a service manager, your job involves problem-solving and handling agitated customers. You need critical thinking skills to identify the best solutions to your client's problems.
FAQs
FAQs about working as a service manager
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what does a service manager do?
A service manager ensures customers receive the best experience possible. They deal with complaints and grievances to ensure clients are happy.
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how much money does a service manager make?
A service manager in customer service departments earns between £21,000 and £50,000 per year. Other business sectors have diverse salaries depending on the roles of the service manager.
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what qualifications do I need to be a service manager?
You need a degree in a business course and some experience in management or leadership roles. Having a background in customer services or sales also boosts your chances.
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what does a service manager need to know?
A service manager has to be familiar with all the company's products and specifications. You also have to know troubleshooting procedures for various company products.
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what is another title for service manager?
A service manager is often referred to as a customer service manager due to their responsibilities in an organisation.
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how do I apply for a service manager vacancy?
Applying for a service manager job is easy: create a Randstad profile and search our job offers for vacancies in your area. Then simply send us your CV and cover letter. Need help with your application? Check out all our job search tips here!
