Unit of competency Outline

Date retreived
23/07/2026 5:18 PM AWST

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Lead customer service teams

Lead customer service teams

Unit of competency
National Code
SIFXCSS005
State Code
WG630
TGA Status
Deleted
DTWD Status
Deleted
Current Release Number
1.00
Current Release Date
21/06/2013
View on TGA
State Implementation and Classification
Approved Date
14/08/2013
Field of Education
080303 - Human Resource Management
Original Release Date
14/08/2013
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to plan, implement, direct and evaluate the activities of customer service teams. The unit applies to funeral home and cemetery and crematorium staff who lead and manage sales teams. It involves a high level of autonomy and responsibility ensuring that all work is carried out according to work health and safety, relevant legislation and workplace policies and procedures.No licensing, legislative or certification requirements apply to this unit at the time of publication.
Notes
Elements and Performance Criteria
1. Plan customer service and sales operations.
  • 1.1 Develop objectives for customer service teams.
  • 1.2 Prepare sales plans to support attainment of objectives.
  • 1.3 Determine size and structure of sales teams.
  • 1.4 Select team members according to customer service team objectives.
  • 1.5 Provide team members with initial training.
2. Direct the customer service team.
  • 2.1 Monitor customer service team to ensure that products and services match client needs.
  • 2.2 Monitor correct application of financial transactions, sales agreements and financing arrangements.
  • 2.3 Monitor customer service team to ensure sales and financial agreement documentation are completed correctly.
  • 2.4 Implement strategies to support customer service team members.
  • 2.5 Identify and allocate resources to support attainment of sales.
3. Evaluate effectiveness of customer service team.
  • 3.1 Establish systems to evaluate sales effectiveness against customer service team objectives.
  • 3.2 Take corrective action where sub-standard performance is identified.
  • 3.3 Adjust customer service team planning to reflect outcome of evaluations.
No information
No information
Replaces
State Code National Code Title Type
S7105 SIFSLS003A Lead a sales team Unit of competency
State Code National Code Title Type
J578 SIF40113 Certificate IV in Funeral Services Qualification