Assistant Service Manager Job Description
Assistant service managers support managers in customer service centers by taking on a range of duties, from dealing with customer complaints and monitoring service inquiries to administering payroll. They ensure that the best possible service is provided to customers and that members of staff adhere to laws, regulations, and policies. This is typically a full-time position. Assistant service managers are expected to take a hands-on approach to tasks and to help colleagues when necessary. This role is well suited to people with strong customer service skills and experience.
Assistant Service Manager Duties and Responsibilities
The type of business an assistant service manager works for will determine their exact tasks and responsibilities. Based on job listings we analyzed, an assistant service manager’s core duties typically involve:
Providing High Standards of Customer Service
Assistant service managers are responsible for monitoring and evaluating customer needs, as well as how competitors are performing in the market, to ensure that high levels of customer service are provided at all times. They look to find new ways to deliver better service and track staff performance on a regular basis.
Assisting with the Management of Staff
Assistant service managers assist in overseeing the team, and with training and coaching staff, providing guidance when necessary.
Assistant service managers monitor compliance with regulations and policy within the team, ensuring that service meets the minimum standards for health and safety legislation, along with any other relevant policies or regulations.
Assistant service managers assist in administering payroll for all members of the team, as well as scheduling shifts and checking that the necessary number of people has been scheduled to cover all tasks.
Ensuring an accurate record of daily operations and key performance indicators, and checking that sufficient resources are available to meet the servicing requirements, are a major part of an assistant service manager’s role. They review key operating controls, such as sales, budgets, and staff efficiency, on a regular basis.
Assistant Service Manager Skills and Qualifications
Assistant service managers should have strong people management skills. Typically, employers require a bachelor’s degree in a business-related subject, as well as the following abilities:
- Communication skills – used in evaluating customer needs, managing deliveries, and assigning tasks
- Teamwork – working professionally within a team is a key part of an assistant service manager’s position
- Strategic skills – assistant service managers identify areas for improvement, effectively delivering efficient processes and ensuring that enhancements are made wherever possible to streamline workflows
- Customer service – assistant service managers should have great customer service skills to resolve queries or complaints professionally, maintaining a polite manner at all times
- Problem-solving abilities – to troubleshoot and find solutions to queries, complaints, or logistics issues,
Assistant Service Manager Education and Training
The minimum educational requirement to become an assistant service manager is a bachelor’s degree in business or a similar area, although some entry-level positions may only require a high school diploma and work experience. Because this position involves leadership skills, many jobs require experience supervising a team or several years’ experience in a relative field. Depending on the industry, a driving license may also be required.
Assistant Service Manager Salary and Outlook
The median annual salary for assistant service managers is $45,000. Assistant service managers in the 10th percentile earn $26,000 annually, while the highest-paid earn close to $69,000 a year. Bonuses, commissions, and profit sharing schemes make up a large proportion of the additional earning potential for this job, ranging as high as $42,000. Many employers offer health benefits as part of the salary package for this job. The Bureau of Labor Statistics predicts that the growth rate for the management sector is expected to grow by seven percent through 2026.
We’ve collected some of the best resources to help you develop a career as an assistant service manager:
Management: Take Charge of Your Team – This book offers guidance on how to effectively manage a team, offering techniques and advice on which skills are worthwhile in a management role. From how to effectively communicate with a team to tips on delegating and identifying strengths and weaknesses in employees, it’s a great reference guide.
The Service Culture Handbook – A step-by-step guide to developing a customer-focused culture, this handbook provides actionable advice, easy-to-follow exercises, and tools to help anyone in a customer-focused role excel in their job.
Customer Service Professionals – This informal but useful group of nearly 154,000 people is ideally suited to people who work within a customer service role. Here, members can network with others in the industry, share knowledge, and find new ways to deliver excellent customer service.
CustomerThink – Drawing in over 150,000 visitors each month from more than 200 countries, CustomerThink is an online community that serves as a place to learn about every aspect of running or working in a customer-centric business. It features in-depth articles, blogs, interviews, and industry news to help readers stay up to date with industry best practice.
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