The management and control of one or more client service functions, including strategy, support for business development, quality of service and operations.
Level 3 Apply
Acts as the routine contact point. Assists with the development of and applies client services standards to resolve or escalate clients’ service problems.
Level 4 Enable
Monitors client services function and collects performance data. Assists with the specification, development, research and evaluation of client services standards. Applies these standards to resolve or escalate clients’ service problems and gives technical briefings to staff members.
Level 5 Ensure, Advise
Carries out day-to-day management of the client services function. Defines service levels for client services staff and monitors performance. Takes responsibility for specification, agreement and application of client services standards and for the resolution of clients’ service problems.
Level 6 Initiate, Influence
Sets the strategic direction and takes responsibility for the full range of client service functions, including organizational frameworks for complaints, service standards and operational agreements. Defines service levels, standards and the monitoring process for client service staff. Gives technical leadership to operational staff, and takes responsibility for business continuity and legal compliance.
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