What skills does a service manager need?

A service manager needs 31 essential skills including customer service, corporate social responsibility, data protection, information confidentiality, product comprehension. Core competencies include .

Will AI replace service manager jobs?

The AI disruption score for service manager is 61/100 (high risk). Some tasks may be automated but the role will evolve rather than disappear entirely.

Manufacturing & ProductionProduction and specialised services managersISCO 1349

service manager

Service managers are responsible for the supervision and coordination of the provision of different professional and technical services to customers. They ensure a smooth interaction with clients and high levels of satisfaction post-service. This occupation includes the provision of policing, correctional, library, legal and fire services.

European Skills Framework

Skills and knowledge areas required for this occupation based on European classification.

Essential (31)

customer servicecustomer serviceProcesses and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.corporate social responsibilitycorporate social responsibilityThe handling or managing of business processes in a responsible and ethical manner considering the economic responsibility towards shareholders as equally important as the responsibility towards envir...data protectiondata protectionThe principles, ethical issues, regulations and protocols of data protection.information confidentialityinformation confidentialityThe mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with ...product comprehensionproduct comprehensionThe offered products, their functionalities, properties and legal and regulatory requirements.video conferencing toolvideo conferencing toolThe software that are used to enable virtual meetings between people through internet with real-time multidirectional video and audio streaming.customer relationship managementcustomer relationship managementThe customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales supp...guarantee customer satisfactionguarantee customer satisfactionHandle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.create solutions to problemscreate solutions to problemsSolve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising informat...communicate with customerscommunicate with customersRespond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.sell servicessell servicesEncourage sales by identifying the customer’s buying needs and by promoting benefits and features of the organisation’s services. Respond to and resolve customer objections and agree to mutually benef...maintain relationship with customersmaintain relationship with customersBuild a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and servic...handle customer complaintshandle customer complaintsAdminister complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.perform customers’ needs analysisperform customers’ needs analysisAnalyse the habits and needs of customers and target groups in order to devise and apply new marketing strategies and to sell more goods in a more effective way.manage staffmanage staffManage employees and subordinates, working in a team or individually, to maximise their performance and contribution. Schedule their work and activities, give instructions, motivate and direct the wor...inform customers of activity changesinform customers of activity changesBrief customers about changes, delays or cancellations of planned activities.identify customer's needsidentify customer's needsUse appropriate questions and active listening in order to identify customer expectations, desires and requirements according to product and services.maintain customer servicemaintain customer serviceKeep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requ...contact customerscontact customersContact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.maintain professional administrationmaintain professional administrationFile and organise professional administration documents comprehensively, keep customer records, fill in forms or log books and prepare documents about company-related matter.perform customer managementperform customer managementIdentify and understand the customer's needs. Communicate and engage with stakeholders in designing, promoting and evaluating services.provide high quality customer serviceprovide high quality customer servicePursue highest possible quality of customer service; do what needs to be done to keep the customer satisfied.supervise worksupervise workDirect and supervise the day-to-day activities of subordinate personnel.communicate with customer service departmentcommunicate with customer service departmentCommunicate with customer service in a transparent and collaborative manner; monitor how service is operating; relay real-time information to customers.develop professional networkdevelop professional networkReach out to and meet up with people in a professional context. Find common ground and use your contacts for mutual benefit. Keep track of the people in your personal professional network and stay up ...manage customer servicemanage customer serviceManage the delivery of customer service including activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.respond to customers' inquiriesrespond to customers' inquiriesAnswer customers' questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.build business relationshipsbuild business relationshipsEstablish a positive, long-term relationship between organisations and interested third parties such as suppliers, distributors, shareholders and other stakeholders in order to inform them of the orga...develop business plansdevelop business plansPlan, write and collaborate in the implement business plans. Include and foresee in the business plan the market strategy, the competitive analysis of the company, the design and the development of th...monitor customer servicemonitor customer serviceEnsure all employees are providing excellent customer service in accordance to company policy.follow company standardsfollow company standardsLead and manage according to the organisation's code of conduct.

Optional (53)

business management principlesbusiness management principlesPrinciples governing business management methods such as strategy planning, methods of efficient production, people and resources coordination.relationship marketingrelationship marketingThe process within Customer Relationship Management (CRM) and focuses on customer retention, satisfaction and lifetime customer value.business analysisbusiness analysisThe research field which addresses the identification of business needs and problems and the determination of the solutions that would mitigate or prevent the smooth functioning of a business. Busines...accounting techniquesaccounting techniquesThe techniques of recording and summarising business and financial transactions and analysing, verifying, and reporting the results.employment lawemployment lawThe law which mediates the relationship between employees and employers. It concerns employees' rights at work which are binding by the work contract.advertising techniquesadvertising techniquesThe communication strategies intended to persuade or encourage an audience, and the different media which are used to achieve this goal.e-commerce systemse-commerce systemsBasic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.call quality assurance managementcall quality assurance managementRecording systems and monitoring procedures used in keeping track of call quality and methods for improvement.sales strategiessales strategiesThe principles concerning customer behaviour and target markets with the aim of promotion and sales of a product or a service.company policiescompany policiesThe set of rules that govern the activity of a company.manage suppliesmanage suppliesMonitor and control the flow of supplies that includes the purchase, storage and movement of the required quality of raw materials, and also work-in-progress inventory. Manage supply chain activities ...carry out inventory planningcarry out inventory planningDetermine the optimal quantities and timings of inventory in order to align it with sales and production capacity.persuade clients with alternativespersuade clients with alternativesDescribe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.implement marketing strategiesimplement marketing strategiesImplement strategies which aim to promote a specific product or service, using the developed marketing strategies.represent the organisationrepresent the organisationAct as representative of the institution, company or organisation to the outside world.perform risk analysisperform risk analysisIdentify and assess factors that may jeopardise the success of a project or threaten the organisation's functioning. Implement procedures to avoid or minimise their impact.order suppliesorder suppliesCommand products from relevant suppliers to get convenient and profitable products to purchase.coordinate eventscoordinate eventsLead events by managing budget, logistics, event support, security, emergency plans and follow up.manage a small-to-medium businessmanage a small-to-medium businessManage the organisational, financial and day-to-day operation of a small-to-medium enterprise.analyse call centre activitiesanalyse call centre activitiesResearch data such as call time, waiting time for customers and review company targets to seek measures to improve service level and customer satisfaction.manage payroll reportsmanage payroll reportsMaintain personnel records as well as payroll reports. Record evaluations, promotions or disciplinary actions.use different communication channelsuse different communication channelsMake use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.assess employees' capability levelsassess employees' capability levelsEvaluate the capabilities of employees by creating criteria and systematic testing methods for measuring expertise of individuals within an organisation.manage health and safety standardsmanage health and safety standardsOversee all personnel and processes to comply with health, safety and hygiene standards. Communicate and support alignment of these requirements with the company's health and safety programmes.provide cost benefit analysis reportsprovide cost benefit analysis reportsPrepare, compile and communicate reports with broken down cost analysis on the proposal and budget plans of the company. Analyse the financial or social costs and benefits of a project or investment i...manage profitabilitymanage profitabilityRegularly review sales and profit performance.analyse business processesanalyse business processesStudy the contribution of the work processes to the business goals and monitor their efficiency and productivity.manage membership databasemanage membership databaseAdd and update membership information and analyze and report on statistical membership information.evaluate performance of organisational collaboratorsevaluate performance of organisational collaboratorsEvaluate the performance and results of managers and employees considering their efficiency and effectivity at work. Consider personal and professional elements.oversee quality controloversee quality controlMonitor and assure the quality of the provided goods or services by overseeing that all the factors of the production meet quality requirements. Supervise product inspection and testing.collect items for laundry servicecollect items for laundry serviceCollect the dirty pieces of clothing or other linen within the facility and send them to the laundry service.establish daily prioritiesestablish daily prioritiesEstablish daily priorities for staff personnel; effectively deal with multi-task workload.interview peopleinterview peopleInterview people in a range of different circumstances.deal with pressure from unexpected circumstancesdeal with pressure from unexpected circumstancesStrive to achieve objectives despite the pressures arising from unexpected factors outside of your control.manage workflow processesmanage workflow processesDevelop, document and implement traffic and workflow processes across the company for different functions. Liaise with several departments and services such as account management and the creative dire...plan shifts of employeesplan shifts of employeesPlans shifts of employees to ensure completion of all customer orders and satisfactory completion of the production plan.measure customer feedbackmeasure customer feedbackEvaluate customer's comments in order to find out whether customers feel satisfied or dissatisfied with the product or service.keep records of customer interactionkeep records of customer interactionRecording details of inquiries, comments and complaints received from customers, as well as actions to be taken.evaluate employeesevaluate employeesAnalyse employees' individual performances over a certain time span and communicate your conclusions to the employee in question or higher management. Evaluate achievements of staff members.fix meetingsfix meetingsFix and schedule professional appointments or meetings for clients or superiors.write work-related reportswrite work-related reportsCompose work-related reports that support effective relationship management and a high standard of documentation and record keeping. Write and present results and conclusions in a clear and intelligib...plan marketing campaignsplan marketing campaignsDevelop a method to promote a product through different channels, such as television, radio, print and online platforms, social media with the aim to communicate and deliver value to customers.create a work atmosphere of continuous improvementcreate a work atmosphere of continuous improvementWork with management practices such as continuous improvement, preventive maintenance. Pay attention to problem solving and teamwork principles. Empower teams to identify opportunities and then drive ...manage key performance indicators of call centresmanage key performance indicators of call centresUnderstand, follow up and manage the achievement of the most important key performance indicators (KPI) of call centres such as time average operation (TMO), service quality, questionnaires filled, an...produce sales reportsproduce sales reportsMaintain records of calls made and products sold over a given time frame, including data regarding sales volumes, number of new accounts contacted and the costs involved.implement sales strategiesimplement sales strategiesCarry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.achieve sales targetsachieve sales targetsReach set sales goals, measured in revenue or sold units. Reach the target within a specific timeframe, prioritise sold products and services accordingly and plan in advance.analyse customer service surveysanalyse customer service surveysAnalyse results from surveys completed by passengers/customer. Analyse results to identify trends and draw conclusions.develop working proceduresdevelop working proceduresCreate standardised series of actions of a certain order to support the organisation.supervise sales activitiessupervise sales activitiesMonitor and oversee the activities related to the ongoing sales in the shop to ensure that sales goals are met, assess areas for improvement, and identify or solve problems that customers could encoun...stimulate creative processesstimulate creative processesEncourage and foster creative processes from setting up brainstorming sessions, incubating ideas, up to contrasting them with other ideas and undergoing feasibility tests of the prospects.analyse goal progressanalyse goal progressAnalyse the steps which have been taken in order to reach the organisation's goals in order to assess the progress which has been made, the feasibility of the goals, and to ensure the goals can be met...make strategic business decisionsmake strategic business decisionsAnalyse business information and consult directors for decision making purposes in a varied array of aspects affecting the prospect, productivity and sustainable operation of a company. Consider the o...