CAREER DEVELOPMENT / JUN. 11, 2014
version 6, draft 6

How to Become a Banking Customer Service Manager

HSBC

If you are good at inter-personal skills and you have it in you to make your customers feel happy, you may consider becoming a Banking Customer Services Manager.

Your primary job as a banking customer service manager is to meet your clients’ needs and expectations. You can be successful in your job only if you are able to meet the expectations of your customers and make them feel satisfied by offering them a high quality customer service.

Job

As a customer service manager, you may be expected to perform various tasks such as:

  • Recruitment, training and appraisal of new staff
  • To manage or lead a team of customer services staff
  • Formulating and updating of customer service policies and procedures
  • To deal with customers enquiries and complaints
  • Authorizing refunds or other compensation to customers
  • Maintaining a database of interactions with customers
  • To analyze key management information
  • To keep up to date with happenings and developments in customer service, for example data protection, launch of new products
  • Reporting to senior managers about team performance
  • To meet key targets

Working Hours and Environment

As a service manager, you generally work between 35 and 40 hours a week if employed full time. There are part-time jobs available as well. You may get the option to work shifts. Your job is office-based and you do most of work with the help of a computer and telephone. It might be expected that you wear a uniform while on duty.

Salary and Remuneration Scheme

Starting 

£19,000 to £25,000 a year 

 Experience

Around £30,000 a year

Bonuses or commission may add to your earnings.

Source: nationalcareersservice.direct.gov.uk

Education

To become a Banking customer service manager, you may pursue a foundation degree, HND or degree in various subjects such as Business Management, Retail or Banking.

You become a service manager through management training scheme as well. Certain qualifications that may help you move up the career ladder include:

  • Level 3 Certificate/(NVQ) Diploma in Customer Service
  • Level 3 Certificate/(NVQ) Diploma in Contact Centre Operations
  • Level 3 Certificate/Diploma in Retail Skills (management).

Training and development

In this profession you generally receive on-the- job training. You may consider working towards various industry qualifications such as:

Level 4 (NVQ) Diploma in Customer Service (contains options in staff management, quality assurance and service improvement)

You may consider for qualifications, which include elements of customer service, and more general management qualifications from the Institute of Leadership & Management (ILM) or the Chartered Management Institute (CMI).

If you are employed with a member of the Institute of Customer Service (ICS), you may consider working for various Institute of Customer Service (ICS) awards that are of great contribution in fast career progression.

Skills and Interests Needed

 To become a customer services manager, you need to demonstrate the following:

  • Excellent inter-personal skills
  • Impeccable communication skills
  • Good problem-solving skills
  • Be able to meet targets and deadlines
  • Multitasking ability
  • Good organizational skills
  • Be able to understand needs of the customers
  • Planning skills
  • Polite and friendly attitude

Career Prospects

There are many career opportunities available for customer service managers to be promoted to senior management roles. You may get the opportunity for customer service across a region, or even as a customer service director for the whole company.

This will only prove to be a rewarding career choice if you are a people’s person and can do your job with utmost sincerity.

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