Reference and guide to SFIA version 7. Framework status: Requirements.

Customer service support: Level 6

This is SFIA 6 text

Influences the strategic direction and takes responsibility for the full range of customer service functions, including organisational frameworks for complaints, service standards and operational agreements. Defines service levels, standards and the monitoring process for customer service or service desk staff. Gives technical leadership to operational staff, and takes responsibility for business continuity and legal compliance.

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