GM / National Manager Customer Service - Hire or get hired
Your complete guide to the GM / National Manager Customer Service Role: Duties, salary & hiring tips
Purpose of the GM / National Manager Customer Service
The GM/National Manager of Customer Service oversees the national customer service strategy, leading contact centre operations, driving service excellence, and aligning support functions with business objectives.
GM / National Manager Customer Service's duties and responsibilities
• Strategic Leadership:
Develop and implement national customer service strategies and standards.
• Team Oversight:
Lead regional and national service teams to deliver consistent service quality.
• Customer Experience:
Enhance customer satisfaction and retention through continuous improvement.
• Reporting & Analytics:
Monitor performance metrics, drive insights, and implement improvements.
• Stakeholder Collaboration:
Partner with senior leadership and cross-functional teams to align goals.
Develop and implement national customer service strategies and standards.
• Team Oversight:
Lead regional and national service teams to deliver consistent service quality.
• Customer Experience:
Enhance customer satisfaction and retention through continuous improvement.
• Reporting & Analytics:
Monitor performance metrics, drive insights, and implement improvements.
• Stakeholder Collaboration:
Partner with senior leadership and cross-functional teams to align goals.
Requirements and qualifications for a GM / National Manager Customer Service
• 10+ years’ experience in customer service leadership
• Proven track record of managing multi-site teams
• Strong strategic planning and performance management skills
• Excellent stakeholder and people management abilities
• Experience with CRM and contact centre systems
• Proven track record of managing multi-site teams
• Strong strategic planning and performance management skills
• Excellent stakeholder and people management abilities
• Experience with CRM and contact centre systems
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Business Support Market Update
In 2025, the recruitment landscape continues to evolve, with AI integration and digital proficiency becoming more critical than ever. Organisations are prioritising automation, process optimisation, and AI-powered customer interactions to drive efficiency. Nearly half of business support professionals highlighted AI-assisted content creation, process automation, and chatbot management as emerging priorities, reflecting the sector’s rapid digital transformation. As a result, candidates with strong adaptability to AI-driven tools are in higher demand.
While customer satisfaction remains the top priority at 70%, there is a notable rise in strategic initiatives such as automating admin processes (50%) and supporting leadership with insights (47%). The demand for transferable skills remains high at 70%, reinforcing the shift toward versatile talent. However, tenure rates indicate a slight increase in short-term employment, with 23% of employees staying less than two years, compared to 18% last year, likely reflecting a challenging job market.
Flexible working arrangements remain stable, with 77% of businesses making no changes, up from 70% in 2024. Hiring trends indicate a cautious approach, with customer service and admin roles remaining in demand. As businesses adapt to AI-driven efficiencies, the focus in 2025 is on balancing automation with human-centric skills to maintain engagement and service quality.
While customer satisfaction remains the top priority at 70%, there is a notable rise in strategic initiatives such as automating admin processes (50%) and supporting leadership with insights (47%). The demand for transferable skills remains high at 70%, reinforcing the shift toward versatile talent. However, tenure rates indicate a slight increase in short-term employment, with 23% of employees staying less than two years, compared to 18% last year, likely reflecting a challenging job market.
Flexible working arrangements remain stable, with 77% of businesses making no changes, up from 70% in 2024. Hiring trends indicate a cautious approach, with customer service and admin roles remaining in demand. As businesses adapt to AI-driven efficiencies, the focus in 2025 is on balancing automation with human-centric skills to maintain engagement and service quality.
