Client services management (CSMG)
Management and control of one or more client service functions, including strategy, support for business development, quality of service and operations.
Level 5 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 Sets the strategic direction and takes responsibility for the full range of client service functions, including organisational frameworks for complaints, service standards and operational agreements. Defines service levels, standards and the monitoring process for client services staff. Gives technical leadership to operational staff and takes responsibility for business continuity and legal compliance.