Pod Info:
This Pod was created by Tom Edmondson and is about a job as a Customer Service Assistant/Manager from the Retail Sales and Customer Services industry sector.
Background to the Pod: Aoife Broderick chats to Muj Shah about his working background and his role at the QUAD arts and film centre in Derby. His advice to anyone who wants to work at the QUAD is to become a volunteer first and get to know everyone.
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Customer Service Assistant/Manager is sponsored by:
Muj Shah
Customer Service Assistant/Manager
Pod number 10215Views: 287 Since Jan 10
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Customer services assistants and managers work in most types of organisation. They deal directly with customers, act as a link between customers and other departments in the organisation, and make sure customers have a positive experience.
Customer services assistants may work with customers face to face, on the phone or by email. The work varies from employer to employer, but may involve answering enquiries, giving information, helping to solve problems and dealing with complaints. Some customer services staff sell products, take payments and issue refunds.
Customer services managers manage a team of customer services assistants, and may be responsible for training them, setting targets, motivating staff to meet these targets, arranging work rotas, dealing with staffing issues and handling difficult enquiries.
Working hours are normally 37 hours a week, but this may involve early mornings, days, evenings, nights, weekends and bank holidays depending on the employer. Part-time work is often available.
Salaries may range from £10,000 to £15,000 a year for customer services assistants and from £16,000 to £40,000 a year for managers.
Customer services staff should:
have excellent communication skills
be polite, confident and friendly
understand the needs of customers
enjoy working with people and be interested in their employer's business.
Customer services staff work all over the UK in many different sectors, including retail, manufacturing, banking, insurance, travel and tourism, telecommunications, IT, and the public sector. There is a shortage of skilled applicants.
There are no formal entry requirements, but employers may require some GCSEs, especially English and maths. Previous experience of working with people is particularly useful. Apprenticeships may be available. Candidates with more GCSEs, or higher qualifications, may be able to enter customer services manager training schemes.
Training may combine on-the-job training with in-house or external courses. There are many qualifications in customer service, including NVQs at Levels 1 to 4. The Institute of Customer Service also offers three professional awards.
Qualifications
GCSEs (A*-C), A levels, or the equivalent, including English and maths.
Where to get more information about Customer Service Assistant/Manager
Customer Contact Association, 20 Newton Place, Glasgow G3 7PY. 0141 564 9010. Website: www.cca.org.uk
Customer Service Network, Creative Industries Centre, Wolverhampton Science Park, Glaisher Drive, Wolverhampton WV10 9TG. 01902 311641. Website: www.customernet.com
Institute of Customer Service (ICS), 2 Castle Court, St Peter's Street, Colchester, Essex CO1 1EW. 01206 571716. Website: www.instituteofcustomerservice.com
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