The global skills and competency framework for the digital world

Customer service support CSMG


Managing and operating customer service or service desk functions.

SFIA 9 is in development

  • SFIA 9 beta due in early July 2024
  • SFIA 9 planned for publication October 2024

Guidance notes


Customer service support can be managed and delivered through various channels including, but not limited to, teams of people in a single location, virtual teams of people in many locations, automated technology and service bots.

Activities may include, but are not limited to:

  • managing customer service functions and teams
  • acting as a point of contact for users and customers
  • responding to reported issues
  • handling requests for information
  • handling requests for access to applications, systems, services
  • responding to service requests.

Understanding the responsibility levels of this skill

Where lower levels are not defined...

  • Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.

Where higher levels are not defined...

  • Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and reponsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

  • Learning key concepts and principles related to this skill and its impact on your role
  • Performing related skills (see the related SFIA skills)
  • Supporting others with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.


Defined at these levels: 1 2 3 4 5 6

Show/hide extra descriptions and levels.

Customer service support: Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.


Receives and handles requests for service, following agreed procedures.

Promptly allocates calls as appropriate.

Logs incidents and service requests and maintains relevant records.

Customer service support: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.


Responds to common requests for service by providing information to enable fulfilment.

Promptly allocates unresolved calls as appropriate.

Maintains records, informs users about the process and advises relevant persons of actions taken.

Customer service support: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.


Acts as the routine contact point, receiving and handling requests for support.

Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

Customer service support: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and supervises others, works autonomously under general direction, and contributes expertise to deliver team objectives.


Monitors service delivery channels and collects performance data.

Assists with the specification, development, research and evaluation of service standards.

Applies these standards to resolve or escalate issues and gives technical briefings to staff members.

Customer service support: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for achieving workgroup objectives and managing work from analysis to execution and evaluation.


Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.

Specifies, agrees and applies standards. Ensures that service delivery is tracked and monitored, metrics and reports are analysed, and issues are resolved.

Drafts and maintains policy, standards and procedures for the customer service or service desk functions.

Ensures that the catalogue of services that can be requested and that are supported is complete and up-to-date.

Customer service support: Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, fosters organizational collaboration, and accepts accountability in key areas.


Influences the strategic direction and takes responsibility for the full range of customer service functions.

Defines service channels, service levels, standards and the monitoring process for customer service or service desk staff. Champions the service culture required to deliver organisational outcomes.

Leads the development and implementation of organisational frameworks for complaints, service standards and operational agreements.

Takes responsibility for business continuity and legal, regulatory and contractual compliance.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.