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OSCA occupation
172132

172132 Customer Service Manager

Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.

Major group
1 Managers
Unit group
1721 Call Centre and Customer Service Managers
Edition
OSCA 2024
Skill level
Level 2

Should you use OSCA or ANZSCO?

OSCA 2024 is the current Australian occupation classification for storing, organising and reporting occupation information. Use this OSCA record for current Australian statistical and analytical classification work.

Some migration and administrative programs still specify ANZSCO 2022. Check the exact system named by the agency or form rather than replacing the code automatically.

Check the current ABS guidance on OSCA and ANZSCO use

Official ANZSCO correspondence

Role overview

Plans, administers and reviews customer services and after-sales services, and maintains sound customer relations.

Use this page to confirm the official title, the parent unit group, the task list and the related ANZSIC industry context before using the occupation in classification, reporting or migration-adjacent workflows.

Occupation facts

Skill level
2
Major group
1 Managers
Sub-major group
17 Office Administration and Service Managers
Minor group
172 Service Managers
Unit group
1721 Call Centre and Customer Service Managers

Tasks

  • Develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
  • Manages and trains staff providing customer services
  • Plans and implements after-sales services to handle complaints, refund requests and other feedback
  • Liaises with other organisational units, service agents and customers to identify and respond to customer expectations

Skill level guidance

Skill level helps place the occupation inside the ABS hierarchy. Use it as a classification cue, then check the actual task list and occupational context before making a decision for HR, visa or reporting work.

How to use this occupation page

Start with the official OSCA title and task list. Then confirm the parent unit group and compare the related occupations on this page if the job title is broad, overlapping or used differently across employers.

The ANZSIC links are there to help when the same occupation appears across several industries and you need the business-side classification as well.

Related occupations

Industry context

Alternative titles

  • Client Service Manager
  • Service Manager

Compare before choosing

Compare OSCA 172132 with related occupations

Compare roles in the same OSCA unit group by their official definition, skill level, tasks and recognised alternative titles.

Comparison pointCurrent code172132 Customer Service Manager172131 Call or Contact Centre Manager
Official role definitionPlans, administers and reviews customer services and after-sales services, and maintains sound customer relations.Organises and controls the operations of a call or contact centre.
Skill levelSkill Level 2Skill Level 2
Key tasks
  • Develops and reviews policies, programs and procedures concerning customer relations and goods and services provided
  • Manages and trains staff providing customer services
  • Plans and implements after-sales services to handle complaints, refund requests and other feedback
  • Liaises with other organisational units, service agents and customers to identify and respond to customer expectations
  • Manages teams of Call or Contact Centre Operators
  • Oversees performance and development of call or contact centre team members
  • Monitors and evaluates call or contact centre performance metrics, including sales rates, costs and customer service quality
  • Implements improvements based on data analysis
Alternative titles
  • Client Service Manager
  • Service Manager
Not stated

Comparison uses occupation definitions, skill levels, tasks and title variants from the ABS OSCA data files.

In this section

Previous code172131 Call or Contact Centre Manager
Next codeNone

Official source

Official source
ABS OSCA 2024 release and correspondence tables
Last reviewed
2026-04-17

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