• Ensure that the needs of customers are being satisfied.

• Objective is to provide excellent customer service and to promote this idea throughout the organization

• Helping to develop a customer service policy for an entire organisation;

• Managing a team of customer services staff;

• Handling face-to-face enquiries from customers.

• Providing help and advice to customers using the organisation's products or services;

• communicating courteously with customers by telephone, email, letter and face to face;

• investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;

• handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;

• issuing refunds or compensation to customers;

• keeping accurate records of discussions or correspondence with customers;

• analysing statistics or other data to determine the level of customer service the organisation is providing;

• producing written information for customers, often involving use of computer packages/software (CRM..etc)

• writing reports analysing the customer service that the organisation provides;

• developing feedback or complaints procedures for customers to use;

• developing customer service procedures, policies and standards for your organisation or department;

• meeting with other managers to discuss possible improvements to customer service;

• being involved in staff recruitment and appraisals;

• training staff to deliver a high standard of customer service;

• learning about the organisation's products or services and keeping up to date with changes;