Customer Service Manager ANZSCO Code: 149212

The customer service manager oversees the daily operations of the customer service division. Customer service managers’ main objectives are to enhance performance and support the department’s growth. In addition to offering thorough training in customer service, they also supply the resources and direction needed to give excellent customer experiences. A customer service manager maintains good client relations while organizing, managing, and reviewing after-sale services and customer services. 

Customer Service Manager ANZSCO Code: 149212

Occupation description

A customer service manager maintains good client relations while organizing, managing, and reviewing after-sale services and customer services. 

Occupations considered suitable under this ANZSCO code:

  • Client Service Manager
  • Service Manager
  • Customer Experience Manager

Occupations not considered suitable under this ANZSCO code:

  • Call or Contact Centre Manager
  • Customer Service Agent or Supervisor
  • Operations Manager
  • Retail Manager
  • Technical Support Manager
  • Client Relationship Manager

These jobs need the necessary skill level or are categorized differently in ANZSCO

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    Group allocation:

    VETASSESS Group C occupation: Customer Service Manager

    This occupation requires qualifications, such as a bachelor’s degree or higher degree, which are assessed as comparable to the educational level of an Australian Qualifications Framework (AQF) or experiences in the related field.

    Applicants must have fulfilled at least one of the following four criteria (1–4):

    Extra credentials in a highly applicable topic of study correspond to the following levels:

    • AQF Diploma
    • AQF Advanced Diploma
    • AQF Associate Degree or
    • AQF Graduate Diploma

     Bachelor’s degree or higher degree includes:

    • AQF Master’s Degree or
    • AQF Doctoral Degree

    Highly relevant paid employment duration (20 hours or more per week)

    • 1–3 minimum number of years of highly relevant work experience in the specified occupation gained during the five years before the application date for a skills assessment and at a suitable skill level.
    • 4 A minimum of 6 years of relevant work experience is needed, with at least one year of highly relevant work completed in the five years before application and five years of relevant work (which may have yet to be completed within the last five years).

    An applicant must have at least one year of highly relevant work at an adequate skill level within the last five years if employment occurs before attaining the certification at the requisite level. The final five years of pre-qualification could fall inside the previous ten years. A favorable evaluation of the degree of qualification and length of employment is necessary for a favorable conclusion of the Skills Assessment.

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    Qualification and Employment Criteria


    This occupation requires a qualification in:

    • AQF Advanced Diploma, Associate Degree, Bachelor, Master and Doctoral level.


    • Business Management
    • Customer Service Management


    Highly relevant tasks include:

    • Creating and evaluating programs, policies, and procedures related to the goods and services offered and customer relations.
    • Giving team members guidance and feedback, as well as helping with hiring.
    • Overseeing, inspiring, and developing customer service employees.
    • Organizing and carrying out after-sale services to monitor client contentment, guaranteeing the functionality of the products acquired, and adjusting and enhancing services rendered.
    • Communicating with customers, service representatives, and other organizational divisions to determine and meet customer expectations.

    Employment information

    Managing the connections between a company and its clients or customers is the responsibility of customer service or experience managers. They frequently handle resolving complaints, refund requests, and other feedback and offer customers after-sales support. They are often in charge of creating the organization’s rules for customer service and instructing other employees on how to provide excellent customer service and cultivate a positive rapport with clients.

    Candidates must show that they understand and are capable of managing the company’s customer service standards, practices, and procedures, including external frameworks and standards, to be considered for the position of Customer Service Manager.

    To provide excellent customer service in all areas, the position should be devoted to providing customer service but also require communication with other organizational units.

    This vocation will not accept applications for occupations primarily involving direct client transactional interaction on a regular basis or those located in front-line retail settings.

    While the job of a customer service manager may involve some operational duties, applications for positions that only focus on operations management may not be accepted. 

    Supporting material for assessment

    An organizational chart is required of candidates nominated for this managerial position. The firm letterhead, the applicant’s job title, the positions of their superiors and subordinates, and all positions reporting to the applicant’s direct supervisor and subordinates should all be included in an organizational chart. It should also show where the department fits into the larger structure of the business.

    Applicants must submit a statutory declaration explaining the necessary information and why it can only be provided if they can get an organizational chart from their company.

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