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Customer Service Appraisal for the United Kingdom

Customer Service Appraisal Template for England and Wales

A Customer Service Appraisal Template is a standardized document used in England and Wales for evaluating the performance of customer service employees. It complies with UK employment law, including the Employment Rights Act 1996 and Equality Act 2010, providing a structured framework for assessing customer service skills, achieving objectives, and identifying areas for improvement. The template includes sections for performance metrics, behavioral competencies, and development planning, while ensuring fair and objective evaluation procedures.

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What is a Customer Service Appraisal?

The Customer Service Appraisal Template is designed for use in England and Wales to facilitate fair and comprehensive evaluation of customer service personnel. It provides a structured approach to assessing performance against predetermined criteria, including customer satisfaction metrics, service quality standards, and behavioral competencies. The template ensures compliance with UK employment law while promoting consistency in performance management across different departments and roles. It serves as a vital tool for documenting progress, setting objectives, and identifying development opportunities in customer service roles.

What sections should be included in a Customer Service Appraisal?

1. Employee Information: Basic details including name, position, department, and length of service

2. Performance Period: Timeframe covered by the appraisal

3. Key Performance Indicators: Measurable metrics for customer service performance

4. Achievement Assessment: Evaluation of goals set in previous appraisal

5. Skills Assessment: Evaluation of core customer service competencies

What sections are optional to include in a Customer Service Appraisal?

1. Training Needs Analysis: Used when specific skill gaps are identified requiring additional training and development

2. Performance Improvement Plan: Detailed plan for addressing performance issues when performance falls below expected standards

3. Career Development: Discussion of career progression opportunities for high performers or when requested by employee

What schedules should be included in a Customer Service Appraisal?

1. Customer Feedback Summary: Compilation of customer feedback received during review period

2. Performance Metrics Data: Detailed statistics of measurable performance indicators

3. Training Record: Record of training completed during review period

4. Previous Appraisal Goals: Goals set in last appraisal for reference

Authors

Alex Denne

Head of Growth (Open Source Law) @ Ƶ | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Jurisdiction

England and Wales

Publisher

Ƶ

Cost

Free to use
Relevant legal definitions

























Clauses

























Industries

Employment Rights Act 1996: Key legislation governing fair treatment in performance evaluations, right to written performance statements, and protection against unfair dismissal based on performance reviews

Equality Act 2010: Legislation ensuring prevention of discrimination in appraisals, requiring reasonable adjustments for disabled employees, and protecting against bias based on protected characteristics (age, gender, race, religion, etc.)

Data Protection Act 2018 and UK GDPR: Regulations covering storage and processing of personal data from appraisals, employee data access rights, retention periods, and data security requirements

Human Rights Act 1998: Legislation protecting right to privacy, fair treatment, and dignity at work in the context of employee appraisals

Access to Personal Files and Medical Reports Act 1990: Law governing employee access to personal information and rights to challenge or correct recorded information in appraisals

Employment Relations Act 1999: Legislation ensuring fair procedures in performance management and right to be accompanied in formal meetings

ACAS Guidelines: Non-statutory guidance providing best practices for performance management and appraisal processes

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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