Customer service is the heart of every business, and as a Customer Service Manager, you’ll play a critical role in keeping it all running smoothly.
But before you can lead a team and impress any customers, you’ll need to impress a recruiter first.
This guide, along with some top tips and some Customer Service Manager CV examples, will help you create a professional application that will help secure this career.
Head of Customer Service CV



Customer Support Manager CV



Customer Experience Manager CV


How to write your Customer Service Manager CV
Learn how to create your own interview-winning Customer Service Manager CV with this simple step-by-step guide.
This guide will take you step-by-step through writing a Customer Service Manager CV that highlights your experience, leadership skills, and the value you’ll bring to a potential employer. By the end, you’ll have a CV that opens doors to your next opportunity.
Customer Service Manager CV structure
There’s no doubt that you’ve got the experience and the qualifications you need to bag this role. But the recruiter needs to see that too – and if your CV is a struggle to navigate and decipher, even the most impressive parts won’t even be seen.
Here’s how to structure your Customer Service Manager CV:
- Name and contact details – These sit at the top to provide easy access for prospective employers. Including a photo is optional.
- CV profile – Draw in the recruiter with a snapshot of your leadership experience, customer service expertise, and key on-the-job achievements.
- Core skills – List your most valuable hard skills, tailored to the role you’re after.
- Work experience – List your roles in reverse chronological order, starting with the most recent.
- Education -Mention your degrees, certifications, and any training that supports your career path in management or customer service.
- Additional info – Include things like hobbies, interests, and anything else that emphasise the relevant skillset required for a customer servicec role.
Customer Service Manager CV format
Your CV format should reflect the professionalism and organisation you’re going to bring to your role. Even if you have stellar content and exceptional expertise, poor formatting will derail your application before the recruiter even has a chance to read it.
Here’s some tips to format your Customer Service Manager CV:
- Bullet points – Break information into snappy, impactful points that are easy to skim through.
- Divide sections – Use bold headings and consistent spacing to make your CV easy on the eye and even easier for a recruiter to navigate.
- Use a clear font – Focus on readability with a professional design and font choice.
- No more than 2 pages – No more than 2 pages, ensuring your highlights are front and centre while avoiding excess.
Customer Service Manager CV profile
A recruiter has just opened up your CV, so now is your chance to hook them in and get them reading further. Your profile is a short and snappy overview of the main reasons you should get the job: your experience, qualifications, and top skills.
Customer Service Manager CV profile examples
Profile 1
Experienced Customer Service Manager with six years in the telecommunications industry, overseeing support teams and implementing processes to enhance customer satisfaction. Proficient in using CRM platforms like Salesforce to streamline service delivery and monitor performance metrics.
Profile 2
Reliable Customer Service Manager with three years in the retail sector, leading teams to deliver exceptional in-store and online support. Skilled in staff training, conflict resolution, and optimising workflows to meet service-level agreements (SLAs) consistently.
Profile 3
Dedicated Customer Service Manager with over a decade in financial services, specialising in managing multi-channel support operations. Expertise in developing customer retention strategies, analysing feedback to drive improvements, and ensuring compliance with industry standards.
What to include in your Customer Service Manager CV profile
Tailor your profile to reflect the specific role and company, emphasising the qualities they value most.
Here’s what to include in your Customer Service Manager CV profile:
- Relevant tools you know – Recruiters would ideally want someone with existing knowledge of CRM databases, for example.
- Where you’ve worked – Mention the types of industry and company you’ve managed customer service teams for, and the years of experience you’ve got there.
- Your top qualifications – Highlight degrees or certifications like NVQ Level 3 in Customer Service or a Diploma in Leadership and Management.
- Essential skills – Include relevant abilities like team leadership and conflict resolution.
- Teams you’ve managed – Reference the size of the teams you’ve led to showcase your management scope.
- Customer satisfaction achievements – Highlight metrics like improved NPS scores or reduced complaint resolution times.
Core skills section
Your core skills section is your customer service handbook – it provides quick answers to key questions at a glance. It should show recruiters, at a glance, why you’re the perfect fit for the role.
Tailor this section to the job by focusing on skills that align with the employer’s priorities, such as team development or improving customer retention: just check out the job advert if you’re not sure what to put here.
Top skills for your Customer Service Manager CV
- Team Leadership – Managing and motivating customer service teams to achieve KPIs and deliver excellence.
- Conflict Resolution – De-escalating complaints and turning dissatisfied customers into advocates.
- CRM Software Expertise – Using tools like Salesforce or Zendesk to track customer interactions and improve efficiency.
- Data Analysis – Interpreting customer service metrics to identify trends and inform decisions.
- Process Improvement – Streamlining workflows to enhance efficiency and reduce response times.
- Customer Retention – Developing loyalty programs and strategies to retain key accounts.
- Training and Development – Coaching team members to improve performance and customer interaction skills.
- KPI Tracking – Monitoring metrics like first response time, resolution rates, and customer satisfaction scores.
- Budget Management – Allocating resources effectively to meet departmental goals.
- Multichannel Support – Managing customer interactions across phone, email, chat, and social media platforms.
Work experience
With the recruiter sufficiently hooked, it’s time to prove the impact you’ll have as a Customer Service Manager with your work experience. Recruiters want to see the scope of your responsibilities, the challenges you’ve overcome, and the results you’ve achieved.
List your roles in reverse chronological order, focusing more information on your more recent roles. If you’re new to management, highlight supervisory roles, regular customer service jobs, internships, or projects that demonstrate your potential to take the lead of a team.
How to structure jobs
- Outline – Provide an overview of the organisation, your role, and the team or department you managed.
- Responsibilities – Highlight key tasks like resolving escalated issues, setting team KPIs, or implementing new processes. Use action verbs like “led,” “improved,” or “resolved.”
- Achievements – Quantify your success with metrics like NPS improvements, reduced churn rates, or faster complaint resolution times. Remember, numbers always make an impact!
Example jobs for Customer Service Manager
Head of Customer Service | A2B Telecommunication
Outline
Led a customer service team for a major telecommunications provider, focusing on improving response times and enhancing customer experiences. Implemented data-driven strategies to reduce escalations and boost team performance.
Responsibilities
- Managed a team of 20 customer service representatives, ensuring adherence to SLAs.
- Monitored performance metrics through Salesforce dashboards and provided actionable insights.
- Developed training programmes to enhance team skills in conflict resolution and technical support.
- Collaborated with other departments to address recurring customer issues and implement solutions.
- Reviewed customer feedback to identify trends and opportunities for service improvements.
Achievements
- Reduced call wait times by 30% through process optimisation.
- Increased customer satisfaction scores by 15% over two years.
- Decreased escalation rates by 25% through improved first-contact resolution.
Customer Service Supervisor | Primark
Outline
Oversaw customer service operations for a national retail chain, managing both in-store and online support teams. Focused on delivering seamless service across all customer touchpoints.
Responsibilities
- Directed daily operations of a team of 15 support staff across multiple locations.
- Streamlined workflows for handling online orders, returns, and customer inquiries.
- Conducted weekly training sessions to ensure consistency in service delivery.
- Handled escalated complaints and worked to resolve issues quickly and effectively.
- Prepared monthly reports on service performance and customer feedback for senior management.
Achievements
- Improved online support resolution time by 20% through process re-engineering.
- Implemented a loyalty programme, increasing repeat customer rates by 18%.
- Recognised as Employee of the Year for achieving a 98% positive feedback rate.
Lead Customer Service Rep | Chesterton Financials
Outline
Managed multi-channel customer service operations for a financial services provider, ensuring timely and accurate responses to client inquiries. Focused on enhancing customer retention and regulatory compliance.
Responsibilities
- Led a team of 25 representatives handling phone, email, and live chat support.
- Analysed customer feedback to identify pain points and implemented solutions.
- Ensured compliance with FCA regulations in all customer interactions.
- Developed a knowledge base to empower customers with self-service options.
- Collaborated with product teams to address recurring issues and improve user experience.
Achievements
- Increased retention rates by 10% through targeted follow-up strategies.
- Reduced complaint resolution times by 15% by introducing a ticket prioritisation system.
- Achieved a 95% customer satisfaction score during annual FCA audits.
Education section
The education section highlights the qualifications and training that underpin your proven expertise. Include relevant certifications and any professional development courses.
If you’re newer to the field, expand this section by including things like academic coursework or projects that showcase your skills. For experienced candidates, keep it brief and focus on key qualifications.
List qualifications in reverse chronological order, starting with the most recent.
Best qualifications for Customer Service Managers
- NVQ Level 3 in Customer Service – Covers essential customer service principles and practices.
- Customer Service Excellence Certification – Focuses on improving satisfaction and loyalty.
- Certified Contact Centre Manager (CCCM) – Specialised training for contact centre management roles.
- Bachelor’s Degree in Business Administration or Management, or any similar field – Offers a solid foundation in leadership and organisational skills.