Customer Service Manager CV Examples & Guide for 2024

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Customer Service Manager CV

Your customer service manager CV must highlight your leadership skills. Include concrete examples of teams you've successfully led. Demonstrate your problem-solving ability. Detail instances where your intervention transformed customer satisfaction.

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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:

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:

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.

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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.

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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.
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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.

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:

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:

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Examples of good CV headlines for customer service manager:

  1. Customer Service Manager | Expert in Conflict Resolution | Cert in Leadership | 8 Years' Experience
  2. Lead Customer Service Strategist | CX Enhancement Specialist | MBA Holder | 10+ Years in Management
  3. Senior Customer Support Manager | Team Building & Training | ITIL Certified | 12 Years' Leadership
  4. Customer Experience Leader | Quality Assurance Pro | Six Sigma Green Belt | 15+ Years of Service
  5. Client Relations Manager | Key Account Management | CRM Expert | 7 Years of Industry Leadership
  6. 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:

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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:

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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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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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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:

Top skills for your customer service manager CV:

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







Conflict Resolution


Time Management

Strategic Thinking


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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.
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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.

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.

Looking to build your own Customer Service Manager CV?

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Volen Vulkov
Volen Vulkov is a resume expert and the co-founder of Enhancv. He applies his deep knowledge and experience to write about a career change, development, and how to stand out in the job application process.