what is a service manager?

As a service manager, you foster a productive work environment for staff members and ensure the team keeps pace with service demands. You improve clients' satisfaction levels and help the customer service team to retain customers. As well as managing staff, you also interact with top clients in the company and ensure they are happy with your products. You need an in-depth understanding of the company's products and specifications so you can manage customer complaints that require escalation.

Service managers perform different roles depending on their business sector, but their primary responsibility is to improve customer experience. For instance, service managers in the healthcare sector improve efficiency and workflow to ensure facilities deliver high-quality services. They organise work schedules and hospital functions to ensure patients receive prompt care. Some service managers in technology companies supervise the installation, maintenance and troubleshooting of technology products. Most service managers have exceptional people skills and are adept problem-solvers.

Would working as a service manager suit your people and problem-solving skills? Then read on to find out what competencies and qualifications you need to thrive in a service manager role.

service manager jobs

service manager salary

The compensation package of service managers depends on the role they play in a company. According to National Careers, the median salary of entry-level service managers leading customer service teams starts at £21,000 annually. Building your skills and experience level raises your earning potential to £50,000 per year. Some jobs in government sectors have pre-determined pay scales. In the NHS, for instance, your salary ranges from £25,368 and £63,862 per year. Civil service managers have a starting salary of £27,000 annually, while experienced managers take home over £68,500 a year. 

Apart from the base salary, service managers enjoy various benefits, from house and transport allowances to medical insurance and contribution to pension schemes. Some employers also have overtime pay and bonuses. If your role involves bringing in new clients, you may receive commissions for closing deals.

what factors affect a service manager's salary?

As a service manager, the business sector you work in determines your salary. For instance, working in hospitals and the public sector tends to pay more than service management roles in commercial companies. You can try out various sectors until you find the perfect one for you. Your educational qualifications and skills also influence your earnings. Service managers with many years of experience have more skills, which boosts their earnings.



types of service managers

Service managers differ based on the business sectors and their roles. Some include:

  • customer service managers: as a service manager in the customer service department, you train employees to handle customers and deal with complaints. You also provide after-sale services to customers, like installation and organising delivery.
  • health service managers: you take up administrative roles, such as managing nurses and doctors, to ensure patients receive immediate care. You also handle patients' complaints and disputes.
  • civil service managers: your work is based in government departments and revolves around providing public services. You organise teams to make sure the public receives high-quality government services.
  • IT service managers: when you work in technology companies, you assist customers with installation and maintenance procedures. You train support teams to provide technical support and help customers with troubleshooting procedures.


working as a service manager

A service manager focuses on improving customer experience through exceptional customer service and prompt responses to queries. Let's look at a service manager's specific duties and work settings.


education and skills

Some routes for becoming a service manager include:

  • university course: if you want to become a service manager, complete a foundation degree, undergraduate degree or a higher national diploma. You can join a graduate trainee programme when you complete your business management or retail management training.
  • college or apprenticeship: you can get an entry-level service manager role with a Level 3 or 4 Diploma in Customer Services. Alternatively, join an apprenticeship scheme in marketing, hospitality or retail before undertaking further training to become a service manager.

skills and competencies

A service manager needs the following qualities to excel:

  • communication skills: as a service manager, you interact with various stakeholders in the company, from customers to employees and executives. It is important to have exceptional communication skills, which help you adjust your language to different target audiences. Written communication is essential when preparing reports or responding to email inquiries.
  • leadership skills: as a service manager, you lead teams of customer service agents or public servants. It is crucial to inspire workers to achieve targets and improve performance. Leadership skills help you create an environment that promotes productivity and addresses employees' concerns.
  • computer skills: a service manager uses computer software to manage customers and various tasks in an organisation. For instance, most companies with a large pool of customers have customer relationship management software. Computing skills help you use the software for data analysis and various work processes.
  • critical thinking: as a service manager, your job involves problem-solving and handling agitated customers. You need critical thinking skills to identify the best solutions to your client's problems.

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FAQs about working as a service manager

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