Lead a team to develop and improve customer service

This standard is part of the customer service competence area related to Customer Service Management.  It includes leading a team to develop and improve customer service. It covers activities and approaches that play a vital part in customer service by seeking and implementing improvements and developments.  Remember that customers include everyone to whom you provide products and services. They may be external to your organisation or they may be internal customers.

You are responsible for leading a team delivering customer service. You plan and organise their work and support them as they develop their performance. You look at both your organisation and your staffing resources and bring these together in a constructive way to improve overall customer service. You give support and guidance to your team to encourage them to improve their customer service delivery.  You share your enthusiasm with your team and lead it by your example. You develop new staff to your organisation's required standards and update established staff on new procedures and techniques.

This standard is for customer service professionals at supervisory or managerial level of responsibility who lead a team to develop and improve customer service.

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1. agree the different roles for delivering customer service with team members
2. involve team members in planning and organising their customer service work
3. allocate work based on team members' customer service skills and the objectives of your organisation
4. motivate team members to work together to improve their customer service performance
5. check that team members understand their roles in delivering customer service
6. identify the support that team members may need to perform their roles
7. provide team members with support and direction when they need help
8. provide feedback to team members about their customer service performance
9. encourage team members to review and discuss their own customer service performance
10. agree actions with team members to improve their customer service performance
11. identify when training and development is needed to improve customer service performance
12. help team members to identify their own development and training needs
13. agree the staff development and training activities that are needed to develop customer service performance
14. report staff development needs to colleagues who are responsible for training and development
15. agree the aims and objectives of customer service development and training activities with colleagues who are responsible for training and development
16. confirm the methods of customer service development and training that match with the aims and objectives agreed
17. organise customer service development and training activities for your team members
18. monitor the performance of team members following development and training to confirm that learning is put into practice
19. organise additional development and training for team members when needed
20. follow the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1. the current objectives and targets that relate to customer service in your area of responsibility
2. the roles and responsibilities of your team members and where they fit within the overall structure of your organisation to deliver customer service
3. how team and individual performance can affect the achievement of organisational objectives for customer service delivery
4. how to encourage your team to plan and organise their customer service work activities
5. how to plan and allocate work to your team in a way that gains their understanding and commitment
6. how to involve and motivate staff to encourage teamwork to continuously improve customer service delivery
7. how to facilitate meetings to encourage open discussion between team members to clarify their roles and how they relate to each other
8. how to provide feedback to recognise effective performance and deal sensitively with issues of underperformance
9. the importance of continuously developing staff who provide customer service and encouraging them to review their own performance
10. the methods used to agree improvement actions with team members and the types of actions that may be required
11. how to identify when development and training would improve customer service performance
12. the range of types development and training available and how to select those that are appropriate to customer service, your organisation, the specific training and development aims and objectives, and budget
13. the colleagues in your organisation who are responsible for development and training activities and how to report your identified team training needs to them
14. the importance of providing input to the design and delivery of customer service development and training for your staff and the impact this has
15. the importance of organising development and training activities so that they have limited impact on the delivery of your organisation's day to day delivery
16. how you can help staff to put what they have learned during training into practice in the workplace
17. how to assess the impact that development and training has had on customer service performance
18. the types of additional support you could provide to team members following development and training
19. the implications of failure to improve customer service for your team members and your organisation
20. the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1

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01 Mar 2026

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Current

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Original

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Instructus

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CFACSD11, CFACSD15

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Customer Service Occupations

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7219

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team leading; customer service; contact centres; staffing resources; support, guidance; leading by example; developing; improving; communication; problem solving; work with others; teamwork; giving information; receiving information;

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