service manager.

Specific responsibilities depend on the industry sector and department you work in, but typical tasks include:

• supervising customer service teams: your primary role is to ensure customers receive the best services from the customer support team. You motivate your team and ensure they have all the information and tools to assist customers effectively. You should also create a motivating work environment for 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. Your job is to ensure the responses customers receive are accurate and timely. When an issue escalates, you handle the problem promptly to minimise any negative impact on the company's reputation.
• developing policies and procedures: as a service manager, you create the playbook that customer service agents use to resolve issues. The policies and procedures you create should balance the company's goals with satisfying customers' needs. You should also constantly review the guidelines as the business grows.
• hiring customer service staff: the customer service team should be carefully selected to maintain meaningful customer interactions. As a service manager, you identify the best candidates to fill each position by assessing their personal and technical abilities. Apart from onboarding new employees, you also organise ongoing training and development programmes. You educate the team on specific features and benefits when a company launches new products.
• reporting progress to top-level managers: the customer service department is a significant data source for company performance. Your job includes compiling progress reports and recommending ways to improve customer experience. You also participate in forming strategic goals.

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 daily to ensure doctors and nurses follow their schedules and delays are avoided. In hotels, you greet guests and ensure they have everything they need. As a service manager, you dress professionally, and some companies have uniforms.

Depending on your employer and the industry you work in, your colleagues might include sales managers, sales representatives, marketing managers, operations managers, assistant managers, team leaders and supervisors. You might also be working close to product managers and programme managers, as well as other specialists that could include, but not be limited to, nurses, project managers and care assistants.

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, weekends or public holidays in companies that provide 24/7 support. Some employers offershift schedules, part-time opportunities and short-term contracts. Remote work opportunities are available since you can 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.

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. 

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.

As a service manager, your main role is to manage customer relations. You ensure the customer service team provides a great after-sales experience. You also set customer satisfaction standards and handle customer complaints and inquiries. Since you are in charge of the customer service team, you train workers on company policies and customer service procedures.

A service manager makes an average of $100,000 per year. The remuneration package usually depends on specialism and experience levels. For instance, a customer service manager earns less than a health service manager. Entry-level service managers also take home a lower salary.

A service manager needs a diploma in leadership and management or a Certificate IV qualification in customer engagement. While it isn't compulsory to have academic qualifications, they boost your employment prospects.

A service manager should know all the company's products and specifications. Knowledge of troubleshooting procedures for various company products is also crucial.

A service manager runs the customer service department and is often referred to as a customer service manager.

Applying for a service manager job is easy: create a Randstad profile and search our service manager 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.