Hiring and Sponsoring Customer service managers (SOC Code 4143)

Customer Service Managers, classified under SOC Code 4143, play a pivotal role in enhancing customer experience and satisfaction within organizations. Their responsibilities encompass a wide range of activities, including:

• Developing and implementing policies and procedures to effectively address customer requirements and complaints.
• Coordinating and controlling the work of personnel within customer service departments to ensure high-quality service delivery.
• Collaborating with other managers to discuss customer feedback with the aim of improving products or services offered.
• Planning and coordinating operations of help and advisory services to provide comprehensive support for customers and users.

As businesses continue to prioritize customer satisfaction, the demand for adept customer service managers is on the rise. This guide aims to assist HR professionals in navigating the complexities of hiring and sponsoring customer service managers under the UK’s immigration system.

What is SOC Code 3411 for Customer service managers?

SOC Code 4143 refers to customer service managers who develop and implement strategies to enhance customer satisfaction and address concerns. Their responsibilities can include:

• Developing policies: Creating guidelines and procedures for handling customer requirements and complaints effectively.
• Coordinating teams: Overseeing and managing the work of customer service departments to ensure optimal performance.
• Collaborating with management: Discussing customer feedback with other managers to identify areas for product or service improvement.
• Planning operations: Organizing help and advisory services to provide comprehensive support for customers and users.
• Ensuring customer satisfaction: Monitoring service quality and implementing changes based on customer interactions and feedback.

Customer service managers play a vital role in maintaining customer relationships, fostering loyalty, and contributing to overall business success.

Eligibility to Hire Customer service managers (SOC Code 3411)

1. Job Requirements

Customer Service Managers (SOC Code 4143) must possess a diverse set of skills and experiences to successfully develop and implement effective customer service strategies. The key qualifications for this role include:

• Leadership Experience: Proven ability to manage and coordinate a customer service team, ensuring efficient workflow and high-quality service delivery.
• Policy Development: Experience in creating and implementing customer service policies and procedures that address customer needs and enhance satisfaction.
• Communication Skills: Excellent verbal and written communication abilities to effectively discuss customer feedback and collaborate with other managers to identify areas for improvement.
• Analytical Skills: Strong problem-solving capabilities to analyze customer complaints and feedback, leading to actionable insights for product or service enhancement.
• Operational Planning: Experience in planning and coordinating help and advisory services to provide necessary support to customers and users.
• Education: A degree in business management or a related field may be preferred, but relevant experience in customer service management is critical.

Candidates must demonstrate their experience aligns with the responsibilities outlined for Customer Service Managers, ensuring they meet the expectations set by SOC Code 4143.

1. Salary Thresholds
2. Use the Minimum Salary Calculator to ensure your salary offer meets immigration requirements.

Sponsoring Customer service managers: A Step-by-Step Guide for HR Professionals

Once you’ve confirmed that the role and candidate meet the eligibility requirements, follow this step-by-step guide to sponsoring Customer service managers under SOC Code 4143.

Step 1: Obtain a Sponsor Licence

Before hiring non-UK Customer service managers, your company or institution must obtain a sponsor licence. This licence enables you to legally sponsor overseas Customer service managers under the Skilled Worker Visa program.

• Sponsor Licence Application: Submit documentation proving that your business is legitimate and has a genuine vacancy. Visit the sponsor licence application guide for more information. 
• Sponsor Licence Fees: Small businesses typically pay £574, while larger institutions pay £1,579. For more information, visit the sponsor licence fees guide. 
• Processing Time: Applications typically take up to 8 weeks, but using the Sponsor Licence Priority Service can reduce the processing time to 10 working days.

Once your sponsor licence is approved, you will receive a sponsor licence number, which allows you to assign Certificates of Sponsorship (CoS).

Step 2: Assign a Certificate of Sponsorship (CoS)

Once you have your sponsor licence, the next step is to assign a CoS to the Customer service managers. This document provides key details about the job and the individual being sponsored.

• Defined vs Undefined CoS: Use a Defined CoS for Customer service managers applying from outside the UK, and an Undefined CoS for those already in the UK. Learn more in the Defined & Undefined Certificates of Sponsorship guide. 
• Required Documents: Provide details such as the Customer service managers’s portfolio, passport and job offer. Refer to Documents Required for Certificate of Sponsorship for a full list of necessary documents.

Step 3: Apply for the Skilled Worker Visa

Once the CoS is issued, the Customer service managers can apply for the Skilled Worker Visa.

• Visa Fees: Fees vary depending on the role and visa length—use the visa fees calculator to estimate the costs. 
• Immigration Skills Charge: Employers are required to pay this charge as part of sponsoring non-UK workers. This is separate from visa fees.

Conducting a Right to Work Check for Customer service managers

Before the Customer service managers begins working, you must conduct a right to work check to ensure they are legally allowed to work in the UK.

• Manual Right to Work Check: Verify original documents such as the Customer service managers’s passport and visa. 
• Online Right to Work Check: If the Customer service managers holds an eVisa, you can use the UK government’s online system to verify their right-to-work status.

For more details on how to perform these checks, see the right to work check guide.

Post-Hiring Responsibilities and Compliance

1. Record-Keeping and Reporting  
2. • Record-Keeping: Maintain accurate and up-to-date records of the Customer service managers’s employment details, salary and contact information. 
   • Reporting Changes: Report any significant changes to the Customer service managers’s role—such as promotions or salary increases—via the Sponsor Management System (SMS).
3. Sponsor Licence Duties and Compliance
4. Failure to comply with your sponsor licence duties can result in penalties or sponsor licence revocation, impacting your ability to sponsor future Customer service managerss.

How Borderless Can Help with Sponsoring Customer service managers

Sponsoring Customer service managers under SOC Code 4143 can be a complex process, but Borderless can simplify it for you. We offer comprehensive support to help you manage the entire sponsorship process.

End-to-End Sponsorship Support

At Borderless, we assist with:

• Sponsor Licence Application: Guiding you through the application process and ensuring all required documents are submitted correctly. 
• Certificate of Sponsorship Assignment: Streamlining the CoS process to make hiring easier. 
• Compliance Management: Helping you stay compliant with immigration laws to avoid penalties.

If you need assistance with hiring or sponsoring Customer service managers, get in touch for personalised support.

Conclusion

Hiring and sponsoring Customer service managers under SOC Code 4143 can be a rewarding way to enrich the cultural landscape of your organisation. By following the steps outlined in this guide, you can successfully navigate the sponsorship process while ensuring compliance with UK immigration laws.

For further guidance, Borderless is ready to assist you with all your sponsorship needs. Contact us for expert advice.