Customer Accounts Manager

A customer accounts manager ensures that the company they work for satisfies its customers' needs. They may work at various levels, from head office to the front end of the business. Work might include helping to develop a customer service policy for an entire organisation, managing a team of customer services staff or handling face-to-face enquiries from customers.
Possible roles vary widely. Customer accounts management covers a range of job titles, including customer care manager, corporate accounts manager and customer operations manager. For all of these roles, customer accounts managers are expected to understand, meet and exceed their customers' requirements.
The main aim of a customer accounts manager is to provide excellent customer service.   Although the work will vary, depending on the type and size of organisation, typical activities are likely to include some or all of the following:
• providing help and advice to customers using the organisation's products or services;
• communicating courteously with customers by telephone, e-mail and face-to-face;
• investigating and solving customers' problems (these may be more complex or long-standing problems that have been passed over by customer service assistants);
• handling customer complaints or any crises, such as security issues or a customer being taken ill;
• issuing refunds or compensation to customers;
• keeping accurate records of discussions or correspondence with customers;
• producing written information for customers, which may involve using computer packages;
• writing reports and analysing the customer service that your organisation provides;
• visiting customers to provide a one-to-one service;
• developing feedback or complaints procedures for customers to use;
• developing customer service policies and standards for your organisation or department;
• meeting with other managers to discuss possible improvements to customer service provided;
• being involved in staff recruitment and appraisals;
• training staff to deliver a high standard of customer service;
• leading or supervising a team of customer service staff;
• learning about your organisation's products or services and keeping up to date with any changes;
• keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.

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