Customer service managers ensure that the organisation they work for satisfies its customers' needs. They may work at various levels, from head office to the front end of the business and in most cases will be:
helping to develop a customer service policy for an entire organisation;
managing a team of customer services staff;
handling face-to-face enquiries from customers.
Possible roles vary widely and job titles in customer services management include customer care manager, corporate services manager, customer relationship manager and customer operations manager. In each of these roles, customer service managers are expected to understand and satisfy their customers' requirements and exceed their expectations if possible.