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:
- 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.
