Ensuring your CV effectively conveys your expertise in resolving complex customer issues can be a particular challenge in the customer service manager role. Our guide offers tailored advice and structured examples to showcase your problem-solving skills, ensuring your application stands out to prospective employers.
What information should you include in your customer service manager CV? Learn how to create your interview-landing and job-winning profile with our bespoke guide on:
- Applying best practices from real-world examples to ensure your profile always meets recruiters' expectations;
- What to include in your work experience section, apart from your past roles and responsibilities?
- Why are both hard and soft skills important for your application?
- How do you need to format your CV to pass the Applicant Tracker Software (ATS) assessment?
If you're writing your CV for a niche customer service manager role, make sure to get some inspiration from professionals:
Resume examples for customer service manager
Explore additional customer service manager cv samples and guides and see what works for your level of experience or role.
By Experience
Senior Customer Service Manager
- Clear and Engaging Content Presentation - Scarlett Murphy's CV is well-structured and concise, ensuring that each section is both accessible and informative. The use of bullet points in the experience section highlights key accomplishments and leadership roles, making it easy for potential employers to grasp her career contributions quickly. The summary section provides a succinct yet powerful introduction that encapsulates her expertise and achievements in customer experience and service team leadership.
- Proven Career Trajectory in Service Management - The CV showcases Scarlett's clear career progression, moving from Customer Service Supervisor to Service Manager roles at reputable companies like Co-op Funeralcare and Dignity Funerals. This trajectory highlights her increasing responsibilities and leadership capabilities, emphasizing her growth in the hospitality and customer service industries. Her academic background in Service Design and Hospitality Management supports her practical experience, creating a robust combination of theoretical knowledge and hands-on expertise.
- Significant Achievements with Business Impact - Scarlett's accomplishments are presented not just as numbers but as meaningful contributions to business outcomes. For instance, her ability to increase customer satisfaction by 30% and reduce average case resolution time by 40% are not only impressive metrics but also indicators of her impact on improving service delivery and operational efficiency. These achievements demonstrate her strategic thinking and effectiveness in implementing service enhancements that contribute to business success.
Assistant Customer Service Manager
- Clear Career Progression with Increasing Responsibilities - Sophia's career trajectory shows a steady climb in responsibilities and roles. From a Marketing Consultant at Accenture to a Customer Assistant Manager at Deloitte, she has consistently taken on roles that demand greater leadership and strategic decision-making, indicating her commitment to growth within the industry.
- Comprehensive Blend of Technical and Soft Skills - The CV not only highlights industry-specific skills like marketing transformation and data insights but also emphasizes essential soft skills such as strategic planning and client engagement. This dual focus points to her ability to lead teams effectively while also handling complex, data-driven marketing strategies.
- Consistency in Delivering Impactful Results - Throughout her experience, Sophia's achievements reflect a pattern of delivering significant, measurable improvements, such as a 20% reduction in client costs and a 30% boost in online sales. These accomplishments showcase her consistent ability to generate value and drive key business outcomes for her clients.
By Role
Customer Service Operations Manager
- Structured career progression - Grace Bailey's career trajectory clearly demonstrates a steady rise in responsibilities and leadership roles. Starting from a Customer Service Supervisor at Marks & Spencer, she advanced to a Team Lead at John Lewis & Partners, and eventually became a Customer Service Manager at Next PLC. This progression highlights her capability to take on increasingly challenging roles and succeed in different business environments.
- Integration of process optimization methodologies - The CV showcases Grace's proficiency in implementing industry-specific methodologies, such as the Certified Six Sigma Green Belt, which is pivotal to improving operational processes. Her achievements in reducing service times and enhancing process efficiencies underscore her technical depth and commitment to continuous improvement, using proven tools and methodologies.
- Impactful leadership and adaptability - By leading diverse teams and fostering seamless cross-functional collaborations, Grace has consistently propelled her teams toward achieving heightened productivity and customer satisfaction. Her adaptability is evident in successfully managing different customer service teams in varying retail sectors, where she utilized strategic initiatives to overcome challenges and drive impactful results.
Customer Service Project Manager
- Strong Leadership and Mentorship - The CV demonstrates strong leadership capabilities through Lucas's role as a Customer Service Project Manager. He has successfully reduced complaint resolution times by 30% and mentored a team of junior representatives, which led to an improvement in team productivity by 15%. These achievements highlight his ability to not only lead but also nurture and develop talent within his team.
- Effective Project Management and Strategic Initiatives - Lucas has steered significant customer service projects, managing to improve operational efficiencies and deliver projects ahead of schedule with a 95% success rate. His experience in coordinating cross-functional teams to implement over 20 customer service initiatives showcases his project management skills and strategic acumen, vital for his role as a Customer Service Project Manager.
- Industry-Specific Tools and Techniques - The CV outlines Lucas’s proficiency in using CRM systems, remote support tools, and help desk software, which are crucial in his field. By leading successful CRM integration and implementing new reporting mechanisms and helpdesk systems, Lucas demonstrates a deep understanding of tools that drive productivity and customer service excellence.
Customer Service Manager in Retail
- Logical Structure and Clarity - The CV is organized with clear sections and headings, making it easy for readers to locate specific information. It concisely presents the candidate’s qualifications and experiences, ensuring each point is impactful and relevant, which enhances the initial impression on potential employers.
- Progressive Career Trajectory - Ava Phillips has demonstrated significant professional growth, moving from an Account Executive at IBM to a Senior Customer Success Manager at Google. This progression highlights her ability to advance within the tech industry, showcasing enhanced responsibilities and leadership roles, indicative of her upward career momentum and increasing influence.
- Strong Emphasis on Data and Analytics - The candidate's expertise with data analysis tools such as Salesforce and Excel is prominently featured. Achievements like the development of a metric tracking system and data-driven client strategies suggest an ability to leverage technical skills for strategic business improvements, making her a valuable asset in analytics and decision-making contexts.
Customer Service Manager in Telecommunications
- Strategic Career Progression - This CV demonstrates a logical and progressive career path, showcasing the individual's advancement from Telecommunications Project Coordinator to Senior Communication Services Manager. Each role builds on the last, highlighting growth in leadership and strategic capabilities within the IT services and telecommunications industries, reflecting a targeted career trajectory.
- Structured and Concise Content Presentation - The CV is formatted clearly, with distinct sections that make navigation intuitive, ensuring the reader can easily access key information. Each role is expertly summarized with concise bullet points, effectively communicating achievements and responsibilities without unnecessary verbosity.
- Industry-Specific Achievements with Impact - The achievements section stands out by not only listing quantifiable metrics like a 50% increase in client base but also providing context regarding their operational and business relevance. For example, the roll-out of a new communication service doubled efficiency, demonstrating the candidate's ability to drive substantial business improvements.
Customer Service Manager in Hospitality
- Structured Presentation with Clarity - Edward Mitchell's CV is structured to offer clarity and substantial detail in every section. Each segment, from experience to education, is concisely presented with clearly defined dates and achievements, ensuring that the reader can easily navigate through his career journey. His capacity to express technical proficiencies like CRM systems and process optimization exemplifies a well-rounded ability to convey industry-specific knowledge with precision.
- Diverse Career Trajectory with Leadership Growth - The career trajectory is indicative of continuous personal and professional growth, moving from Customer Support Team Leader to Customer Service Manager. Each role transition reflects enhanced responsibility, demonstrating his ability to evolve within the manufacturing industry and manage increasing levels of complexity, such as overseeing larger teams and implementing systemic changes.
- Business-Relevant Achievements with Quantifiable Impact - Edward’s achievements carry significant business relevance, consistently showcasing improvements in customer satisfaction and operational efficiency. For instance, the 30% increase in customer satisfaction scores underscores his strategic acumen in enhancing customer experiences, making clear his tangible impact on the overall business performance beyond just numerical growth.
Customer Service Manager in Finance
- Structured Presentation of Expertise - Arthur Davies' CV presents a structured and concise format with clear delineation between different sections. Each section, from experience to skills and education, is articulated with precision, allowing for quick scanning and highlighting essential information relevant to a Finance Manager role.
- Career Progression in Financial Management - The CV details a robust career trajectory showcasing growth from a Financial Analyst to a Finance Manager, with roles at major firms like Tesco and Barclays. This progression indicates a steady accumulation of responsibilities and expertise, emphasizing Arthur's leadership capabilities and strategic influence in financial settings.
- Integration of Advanced Analytical Tools - Arthur's proficiency in industry-specific tools and methodologies is prominently featured in his CV, with detailed references to using Python and SQL for financial modeling. This technical depth demonstrates his capability to leverage modern data analysis tools to drive substantial business improvements and cost efficiencies.
Customer Service Manager in Healthcare
- Distinctive Career Progression - The CV outlines a clear trajectory of growth in the healthcare industry, showcasing Edward's transition from an Operations Coordinator role at Medtronic to a Customer Delivery Manager position at GE Healthcare. This upward movement highlights his capability to take on increasing responsibilities, especially in project and customer management within healthcare settings.
- Emphasis on Cross-Functional Leadership - Edward's experience highlights his strong leadership skills across various functions, evidenced by his role in managing cross-functional teams for the rollout of patient monitoring solutions at Siemens Healthineers. This capability to steer diverse teams towards common goals reflects his adaptability and skill in stakeholder engagement.
- Impactful Achievements with Quantifiable Benefits - What sets this CV apart is the explicit delineation of Edward's achievements, such as optimizing equipment usage to reduce downtime by 20% and increasing service efficiency by 30% at GE Healthcare. These accomplishments not only emphasize his problem-solving acumen but also illustrate his concrete impact on operational efficiencies and customer satisfaction.
Customer Service Quality Assurance Manager
- Career trajectory and growth - The CV presents a clear picture of Alexander Jackson's career progression from a Quality Analyst to a CX Quality Assurance Manager, showcasing his steady upward mobility. The trajectory highlights a shift from basic quality auditing at Aviva to advanced managerial roles at AXA UK, signaling significant professional growth and a capacity for assuming greater responsibilities.
- Industry-specific tools and methodologies - The document effectively underscores Alexander's proficiency with Nice inContact, a pivotal tool for improving customer interactions and operational efficiency. His implementation of such analytics tools showcases his technical depth and ability to leverage industry-specific technologies to drive improvements.
- Achievements with business impact - Notably, the CV doesn’t just list achievements; it clearly articulates their relevance to business outcomes. For example, a 30% improvement in customer satisfaction and a 20% increase in efficiency highlight his ability to produce significant and measurable improvements at organizational and customer-interaction levels.
Customer Service Training Manager
- Structured Career Growth - Harper Webb’s career trajectory shows a clear progression from a Technical Training Specialist to a Field Service Training Manager. This highlights a steady increase in responsibility and expertise, showcasing their ability to grow within the industry and take on increasingly complex roles.
- Emphasis on Innovative Training Methods - The CV prominently features Harper's development of innovative training approaches, such as practical workshops and custom modules that enhance problem-solving efficiency. These elements reflect a unique and forward-thinking approach to training, ensuring that engineers not only meet but exceed standard performance metrics.
- Strong Adaptability and Cross-Functional Collaboration - Harper's experience includes working on cross-departmental projects, particularly the successful integration of new service technologies. This demonstrates adaptability and an ability to collaborate across various teams and functions, which is crucial for effective training management.
Customer Service Manager in Insurance
- Structured Growth Expertise - Samuel Campbell’s CV effectively outlines a robust career trajectory, showcasing strategic promotions from Team Leader to Customer Service Manager, indicating significant growth in responsibility within the financial services sector. This trajectory highlights not only his dedication to the field but also his capability to manage larger teams and budgets over time.
- Cross-Functional Leadership and Collaboration - The CV underscores Samuel's adaptability and collaborative spirit, as evidenced by his work with cross-functional teams to align operational goals with business objectives, and his role in integrating new risk management protocols. This demonstrates his ability to lead in complex, multidisciplinary environments while maintaining focus on strategic outcomes.
- Significant Achievements with Business Relevance - The document emphasizes Samuel’s substantial achievements, such as reducing claims errors by 30% and achieving a 20% increase in process efficiency. These accomplishments are not just numbers; they underscore his impact on the business by improving overall customer satisfaction and operational efficiency, thereby enhancing the company’s reputation and bottom line.
Customer Service Manager in E-commerce
- Comprehensive Career Progression - The CV shows a clear and dynamic career trajectory, from starting as an E-Commerce Coordinator to becoming an E-Commerce Manager. This progression highlights the candidate's ability to advance in the field of digital commerce, gaining increasingly complex responsibilities and roles, indicative of their competence and hard work.
- Emphasis on Strategic Impact - Each role outlined in the CV is accompanied by substantial, quantifiable achievements. The candidate demonstrates a strong capacity to drive business results, such as leading a digital growth strategy that resulted in a 25% increase in annual revenue and optimizing e-commerce platforms to significantly boost sales conversions. These achievements underscore their strategic influence within organizations.
- Expertise in Cutting-Edge Tools - The CV effectively highlights the candidate's proficiency with industry-leading tools such as Shopify and Magento, pairing technical expertise with strategic implementation. This not only positions them as a tech-savvy professional but also as someone who understands how to employ technology to enhance business outcomes, a crucial skill for e-commerce management roles.
Customer Service Manager in Logistics
- Structured Presentation with Clear Focus - The CV is exceptionally well-organized, making it easy for readers to follow the candidate's career path and achievements. Each section is clearly demarcated, with concise bullet points that succinctly convey significant accomplishments and responsibilities, enhancing readability and impact.
- Consistent Career Progression and Leadership Growth - Charlotte Powell has demonstrated a clear trajectory of growth in the logistics sector, advancing from a Logistics Coordinator to a Senior Coordinator and finally a Manager. This progression not only showcases her increasing responsibilities but also her capability to lead larger teams and manage more complex logistics operations.
- Impressive Achievements Highlighting Business Impact - The CV emphasizes achievements that underscore Charlotte's contributions to enhancing operational efficiency and reducing costs. Notable accomplishments such as a 15% cost reduction and 20% improvement in on-time delivery performance reflect her ability to positively influence the bottom line and significantly impact her employers' operations.
Customer Service Manager in Education
- Structured Presentation of Diverse Skills - The CV effectively organizes a wide array of skills related to instructional design, digital learning strategies, and project management. It offers a structured view of the candidate's abilities, ensuring clarity and conciseness, with each skill meticulously listed to emphasize technical depth and relevance to digital learning design.
- Progression in Digital Learning Domain - The career trajectory demonstrates a clear progression in the digital learning space, showing growth from a Digital Content Developer to a Senior Learning Design Manager. This advancement underscores a deepening expertise and expanded responsibilities in innovative education strategies, aligning with industry trends towards AI-integrated learning solutions.
- Integration of Cutting-edge Technologies - The CV highlights the candidate's experience with AI technologies and tools such as Articulate Storyline and Camtasia. This focus on industry-specific methodologies not only showcases technical proficiency but also reflects a commitment to leveraging the latest educational technologies to drive learning efficiencies and personalized experiences.
Customer Service Manager in IT
- Clarity in presentation and structure - The CV presents information in a clear, concise format, allowing easy navigation through each section. The structured approach, with distinct headings such as experience, education, skills, and achievements, ensures that key details are easy to locate and understand.
- Career progression in the beverage industry - Alfie Edwards shows a clear trajectory of growth through key roles in major beverage companies. Starting as a Technical Support Specialist and advancing to a Customer Technical Support Manager, he demonstrates both an increase in responsibilities and consistent achievement within the sector, highlighting sustained success in customer and quality management.
- Emphasis on adaptable skills and cross-functional collaboration - Alfie’s CV highlights strong adaptability, evidenced by his ability to collaborate effectively across various departments. Skills such as leadership, compliance regulation, and cross-functional team success showcase his ability to thrive in dynamic environments while enhancing team performance.
Customer Service Manager in Manufacturing
- Clear and structured content presentation - The CV employs a well-organized structure, breaking down information into clearly defined sections. The use of bullet points for roles and achievements enhances readability and allows for quick assimilation of key responsibilities and accomplishments.
- Impressive career trajectory and industry shifts - Rosie Gray's career progression from Customer Service Executive to Manager showcases significant professional growth. Her shifts from Nokia to Vodafone and then BT Group highlight her adaptability and increasing responsibilities in customer service management across various telecommunications and technology firms.
- Focus on unique industry-specific elements - The CV emphasizes Rosie's strong command of ERP systems and SAP, showcasing her technical proficiency in crucial business operations tools. This expertise is vital in maintaining and improving order management systems, which is a critical element for operational excellence in customer service management.
Customer Service Manager in Real Estate
- Clear Structure with Detailed Insights - This CV is structured to offer a comprehensive view of Harper Webb's experience and skills while maintaining clarity and conciseness. Each section is distinct, making it easy for readers to navigate and quickly identify key information such as skills, experience, and education, which are directly relevant to the role of a Real Estate Manager.
- Dynamic Career Progression - Harper Webb’s career trajectory showcases a consistent progression within the real estate sector, moving from an analyst role to a managerial position. This growth indicates not only technical expertise but also an ability to lead teams, secure strategic partnerships, and drive business growth through effective site selection strategies.
- Utilization of Advanced Tools and Methods - The CV highlights Harper Webb’s proficiency with industry-specific tools like GIS for demographic analysis and VR technologies for presentations. This technical depth demonstrates a forward-thinking approach and competence in leveraging innovative methodologies to enhance decision-making processes and streamline operations.
Customer Service Manager in Travel
- Structured and Concise Presentation - The CV is well-organized with clear sections that make it easy to navigate and understand. This structure allows the reader to quickly identify relevant information such as career experience, education, skills, and achievements, which are concisely presented to maximize impact without overwhelming details.
- Consistent Career Advancement - Alice Barnes demonstrates a strong career trajectory with clear growth from a Travel Coordinator role to a Customer Service Manager position. This progression highlights her ability to take on increasing responsibility and leadership in the travel and logistics industry, showcasing her upward mobility and dedication to professional growth.
- Impactful Achievements with Business Relevance - The CV emphasizes Alice's significant accomplishments, such as improving customer satisfaction by 30% and achieving a 25% revenue increase. These achievements are described with specific metrics that communicate her direct impact on business performance and her ability to drive positive change within an organization.
Customer Service Manager in Energy
- Clarity and Structure - The CV is well-structured with a logical flow, starting from a dynamic summary and progressing to detailed experience sections, making it easy for hiring managers to follow Sophia's career trajectory and accomplishments.
- Career Trajectory and Growth - Sophia's career exhibits a clear upward path from an Account Executive to Customer Success Manager, showcasing her ability to take on increasing responsibilities and leadership roles in prominent companies within the customer service industry.
- Achievements with Business Impact - The CV effectively translates quantitative achievements into meaningful business impacts, highlighting significant reductions in churn rates and improvements in client satisfaction and retention, indicating strong contributions to organizational success.
Formatting your customer service manager CV to meet the role expectations
Staring at the blank page for hours on end, you still have no idea how you should start your professional customer service manager CV. Should you include more colours, two columns, and which sections? What you should remember about your CV format is this - ensure it's minimalistic and doesn't go over the top with fancy fonts and many colours. Instead, focus on writing consistent content that actually answers the job requirements. But, how about the design itself :
- Use the reverse chronological order to showcase your experience, starting with your most recent role;
- Include your contact details (email address, phone number, and location) - and potentially your professional photo - in the header;
- Must-have CV sections include summary or objective, experience, education, and skills: curate the ones that fit your profile;
- Your professional customer service manager CV should be between one-to-two pages long: select the longer format if you have more experience.
A little bit more about your actual CV design, ensure you're using:
- plenty of serif or sans serif font (e.g. Montserrat, Exo 2, Volkhov) as they are Applicant Tracker System (ATS) compliant. Avoid the likes of Arial and Times New Roman because most candidates' CVs are in this typography.
When submitting your CV, are you still not sure what format it should be? Despite the myth that has been circling around, most modern ATS systems are perfectly capable of reading PDFs. This format is an excellent choice as it keeps all of your information intact.
PRO TIP
Use bold or italics sparingly to draw attention to key points, such as job titles, company names, or significant achievements. Overusing these formatting options can dilute their impact.
The top sections on a customer service manager CV
- Professional Summary highlights your customer service leadership.
- Key Skills demonstrate specific customer service management abilities.
- Work Experience showcases your progression and achievements in the field.
- Education and Training outline relevant academic and professional qualifications.
- Customer Service Achievements provide evidence of your impact in previous roles.
What recruiters value on your CV:
- Highlight your ability to lead and motivate a team by providing examples of previous successful customer service initiatives you have managed, which could include team training programmes or customer satisfaction improvements.
- Emphasize your proficiency in using Customer Relationship Management (CRM) software and other relevant tools, as these are essential for managing customer interactions and data efficiently.
- Include quantifiable achievements such as improvements you've made in average response time, customer satisfaction scores, or resolution rates, which can demonstrate your effectiveness in a managerial role.
- Show your competency in formulating and executing customer service strategies by outlining any specific policies or processes you've developed to enhance service quality and performance.
- Illustrate your excellent communication skills by mentioning any experience you have with multi-channel communication platforms and your ability to handle complex customer issues with diplomacy and tact.
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How to present your contact details and job keywords in your customer service manager CV header
Located at the top of your customer service manager CV, the header presents recruiters with your key personal information, headline, and professional photo. When creating your CV header, include your:
- Contact details - avoid listing your work email or telephone number and, also, email addresses that sound unprofessional (e.g. koolKittyCat$3@gmail.com is definitely a big no);
- Headline - it should be relevant, concise, and specific to the role you're applying for, integrating keywords and action verbs;
- Photo - instead of including a photograph from your family reunion, select one that shows you in a more professional light. It's also good to note that in some countries (e.g. the UK and US), it's best to avoid photos on your CV as they may serve as bias.
What do other industry professionals include in their CV header? Make sure to check out the next bit of your guide to see real-life examples:
Examples of good CV headlines for customer service manager:
- Customer Service Manager | Expert in Conflict Resolution | Cert in Leadership | 8 Years' Experience
- Lead Customer Service Strategist | CX Enhancement Specialist | MBA Holder | 10+ Years in Management
- Senior Customer Support Manager | Team Building & Training | ITIL Certified | 12 Years' Leadership
- Customer Experience Leader | Quality Assurance Pro | Six Sigma Green Belt | 15+ Years of Service
- Client Relations Manager | Key Account Management | CRM Expert | 7 Years of Industry Leadership
- Head of Customer Care | Process Optimisation Expert | Service Delivery | 20 Years' Senior-Level Experience
Choosing your opening statement: a customer service manager CV summary or objective
At the top one third of your CV, you have the chance to make a more personable impression on recruiters by selecting between:
- Summary - or those three to five sentences that you use to show your greatest achievements. Use the CV summary if you happen to have plenty of relevant experience and wish to highlight your greatest successes;
- Objective - provides you with up to five sentences to state your professional aims and mission in the company you're applying for
CV summaries for a customer service manager job:
- A seasoned Customer Service Manager with over 12 years of experience in the telecommunications sector, skilled in elevating customer satisfaction ratings through meticulous service management and team leadership. Notable accomplishment includes reducing customer complaints by 40% within a single fiscal year by implementing strategic customer service initiatives.
- With 10 years at the helm of customer service teams in the highly competitive retail industry, I have mastered the art of managing large-scale operations and cultivating a culture of excellence in customer experiences. Developed and executed a customer feedback system that led to a 30% improvement in service delivery metrics.
- Former Senior Sales Associate transitioning to a customer service management role, leveraging an 8-year track record of relationship building, problem-solving, and sales expertise. Fueled by the desire to facilitate positive customer experiences, aiming to utilize transferable skills to drive customer loyalty and retention.
- Software Developer with a 6-year tenure seeking to pivot to Customer Service Management, bringing a unique perspective on technical problem-solving and user experience enhancement. Eager to apply technical proficiency and a passion for customer engagement to deliver outstanding service solutions.
- Aspiring to secure a starting position in Customer Service Management, bringing fresh enthusiasm and a strong commitment to developing the skills necessary for championing customer solutions. Intent on learning industry best practices to contribute positively to sustained customer success and company growth.
- Looking to embark on a career in Customer Service Management with no prior experience in the field but equipped with a degree in Business Administration and an intense drive to excel in fostering positive customer relations and growing a loyal consumer base through strategic communication and problem-solving.
Best practices for writing your customer service manager CV experience section
If your profile matches the job requirements, the CV experience is the section which recruiters will spend the most time studying. Within your experience bullets, include not merely your career history, but, rather, your skills and outcomes from each individual role. Your best experience section should promote your profile by:
- including specific details and hard numbers as proof of your past success;
- listing your experience in the functional-based or hybrid format (by focusing on the skills), if you happen to have less professional, relevant expertise;
- showcasing your growth by organising your roles, starting with the latest and (hopefully) most senior one;
- staring off each experience bullet with a verb, following up with skills that match the job description, and the outcomes of your responsibility.
Add keywords from the job advert in your experience section, like the professional CV examples:
Best practices for your CV's work experience section
- Implemented and refined customer service protocols, leading to a 20% increase in customer satisfaction scores within the first year of leadership.
- Managed a team of 25 customer service representatives, providing training and coaching to improve performance and ensure high-quality service.
- Analysed customer feedback data to identify trends and areas for improvement, resulting in the adoption of a new CRM system that enhanced service efficiency.
- Liaised with the product development and marketing teams to ensure customer service insights were integrated into product improvements and campaigns.
- Developed and monitored key performance indicators for service quality, reporting findings to senior management and using the data to drive operational changes.
- Conducted regular performance appraisals and one-to-one meetings with team members, fostering a culture of open communication and continuous development.
- Implemented a knowledge management system to ensure all customer service agents had access to up-to-date product information, reducing average call handling time by 15%.
- Resolved complex customer complaints and escalated issues promptly, maintaining a professional manner and strengthening customer trust and loyalty.
- Collaborated with HR to recruit top-tier customer service talent, ensuring a rigorous selection process that focused on both skill set and cultural fit.
Customer Service Team Leader
Head of Customer Experience
Tesco PLC
01/2019-Ongoing
- Spearheaded a customer service team of 30 representatives, delivering exceptional service standards and contributing to a 20% improvement in customer satisfaction ratings.
- Led the adoption of a CRM system that streamlined customer interactions, enhancing response times by 35% and enabling more personalised service.
- Developed and executed a training program that reduced average call handling times by 25 seconds, improving efficiency and reducing operational costs.
Customer Service Department Head
Customer Service Operational Leader
British Airways
03/2016-12/2018
- Managed the resolution of over 1,000 complex customer complaints annually, maintaining a resolution satisfaction rate of 95%.
- Instituted a feedback system that captured customer insights, driving policy changes that reduced complaint recurrence by 40%.
- Orchestrated the inter-departmental collaboration that saw the successful launch of a new loyalty program, leading to a 15% increase in repeat customers.
Senior Customer Service Manager
Customer Relations Director
Vodafone UK
05/2013-02/2016
- Oversaw a customer service department with an annual budget of £2 million, cutting expenses by 10% while maintaining service quality.
- Introduced a data-driven decision-making process that focused on KPIs and led to a 12% increase in customer retention.
- Negotiated with 3rd party service providers to enhance support capabilities, allowing for 24/7 customer service availability and a 20% reduction in downtime.
Client Service Manager
Senior Manager of Client Services
Barclays PLC
08/2011-04/2013
- Implemented a client-centric strategy across all service touchpoints, directly resulting in a Net Promoter Score (NPS) increase of 30 points.
- Coordinated a cross-functional effort to redesign the customer service portal, leading to a 25% drop in support tickets due to increased self-service options.
- Facilitated the integration of social media channels into the customer support mix, broadening engagement and reducing response time by 50%.
Customer Service Executive
Head of Customer Care
Marks & Spencer
07/2009-07/2011
- Pioneered a customer service excellence initiative, enhancing team productivity by 20% and achieving a 98% satisfaction rate in customer surveys.
- Collaborated with IT to automate service processes, which reduced manual entry errors by 90% and increased overall operational efficiency.
- Championed a successful upskill program that empowered employees with advanced communication and problem-solving skills, reducing escalations by 60%.
Customer Satisfaction Manager
Customer Experience Manager
BT Group
02/2014-05/2017
- Masterminded an organisation-wide Customer Service Excellence framework that correlated with a 25% upsurge in customer loyalty measures.
- Directed the successful migration to a new contact centre platform, safeguarding seamless customer interaction during the transition period.
- Leveraged customer analytics to drive continuous improvement, culminating in a 10% enhancement in service delivery efficiency.
Client Relations Supervisor
Client Services Head
Sainsbury's
11/2012-01/2015
- Elevated the customer feedback loop system, enabling proactive service adjustments and achieving a 60% decrease in recurring customer issues.
- Curated bespoke customer journey mapping initiatives, identifying critical touchpoints and crafting targeted improvement strategies that elevated overall customer engagement.
- Managed a high-profile project to integrate AI chatbots, improving after-hour support coverage and cutting response latency by 40%.
Customer Support Division Lead
Customer Service Excellence Leader
John Lewis Partnership
06/2017-Ongoing
- Developed and led a turnaround strategy for the underperforming customer support unit, transforming it into the top-performing division within a 12-month period.
- Instituted an advanced training curriculum focusing on emotional intelligence and conflict resolution, reducing customer churn by 15% year-on-year.
- Executed a company-wide survey on customer service satisfaction, translating insights into actionable initiatives that increased cross-sell opportunities by 20%.
What to add in your customer service manager CV experience section with no professional experience
If you don't have the standard nine-to-five professional experience, yet are still keen on applying for the job, here's what you can do:
- List any internships, part-time roles, volunteer experience, or basically any work you've done that meets the job requirements and is in the same industry;
- Showcase any project you've done in your free time (even if you completed them with family and friends) that will hint at your experience and skill set;
- Replace the standard, CV experience section with a strengths or achievements one. This will help you spotlight your transferrable skills that apply to the role.
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PRO TIP
Talk about any positive changes you helped bring about in your previous jobs, like improving a process or helping increase efficiency.
Describing your unique skill set using both hard skills and soft skills
Your customer service manager CV provides you with the perfect opportunity to spotlight your talents, and at the same time - to pass any form of assessment. Focusing on your skill set across different CV sections is the way to go, as this would provide you with an opportunity to quantify your achievements and successes. There's one common, very simple mistake, which candidates tend to make at this stage. Short on time, they tend to hurry and mess up the spelling of some of the key technologies, skills, and keywords. Copy and paste the particular skill directly from the job requirement to your CV to pass the Applicant Tracker System (ATS) assessment. Now, your CV skills are divided into:
- Technical or hard skills, describing your comfort level with technologies (software and hardware). List your aptitude by curating your certifications, on the work success in the experience section, and technical projects. Use the dedicated skills section to provide recruiters with up to twelve technologies, that match the job requirements, and you're capable of using.
- People or soft skills provide you with an excellent background to communicate, work within a team, solve problems. Don't just copy-paste that you're a "leader" or excel at "analysis". Instead, provide tangible metrics that define your success inusing the particular skill within the strengths, achievements, summary/ objective sections.
Top skills for your customer service manager CV:
HARD SKILLS
Customer Relationship Management (CRM)
Data Analysis
Performance Metrics
Reporting Skills
Service-Level Agreement (SLA) Management
Customer Service Software Proficiency
Product Knowledge
Budget Management
Training & Development
Quality Management
SOFT SKILLS
Communication
Problem-Solving
Leadership
Empathy
Adaptability
Conflict Resolution
Teamwork
Time Management
Strategic Thinking
Decision-Making
PRO TIP
Order your skills based on the relevance to the role you're applying for, ensuring the most pertinent skills catch the employer's attention first.
Your university degree and certificates: an integral part of your customer service manager CV
Let's take you back to your uni days and decide what information will be relevant for your customer service manager CV. Once more, when discussing your higher education, select only information that is pertinent to the job (e.g. degrees and projects in the same industry, etc.). Ultimately, you should:
- List only your higher education degrees, alongside start and graduation dates, and the university name;
- Include that you obtained a first degree for diplomas that are relevant to the role, and you believe will impress recruiters;
- Showcase relevant coursework, projects, or publications, if you happen to have less experience or will need to fill in gaps in your professional history.
PRO TIP
Order your skills based on the relevance to the role you're applying for, ensuring the most pertinent skills catch the employer's attention first.
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Key takeaways
Write your professional customer service manager CV by studying and understanding what the role expectations are. You should next:
- Focus on tailoring your content to answer specific requirements by integrating advert keywords through various CV sections;
- Balance your technical know-how with your personal skills to showcase what the unique value would be of working with you;
- Ensure your CV grammar and spelling (especially of your key information and contact details) is correct;
- Write a CV summary, if your experience is relevant, and an objective, if your career ambitions are more impressive;
- Use active language by including strong, action verbs across your experience, summary/objective, achievements sections.
