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Performance Appraisal Form For Customer Service Template for England and Wales

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Key Requirements PROMPT example:

Performance Appraisal Form For Customer Service

"I need a Performance Appraisal Form For Customer Service for evaluating our call center team of 15 people, focusing heavily on customer satisfaction metrics and including specific KPIs for handling times and resolution rates, to be implemented from January 2025."

Document background
The Performance Appraisal Form For Customer Service is designed to facilitate structured evaluation of customer service professionals in accordance with English and Welsh employment law. This document is typically used during regular performance reviews (quarterly, bi-annual, or annual) to assess employee achievements, identify areas for improvement, and set future objectives. It includes sections for quantitative metrics, qualitative feedback, and development planning, while ensuring compliance with UK employment legislation, including the Equality Act 2010 and data protection requirements. The form serves as both a record of performance discussions and a tool for career development planning.
Suggested Sections

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

2. Performance Period: Time period covered by the appraisal

3. Key Performance Indicators: Specific metrics and targets for customer service role

4. Competency Assessment: Evaluation of core customer service skills and behaviors

5. Overall Rating: Summary evaluation score with justification

6. Signatures: Space for employee and manager signatures and dates

Optional Sections

1. Training Needs: Identified areas for development and training requirements - use when development needs are identified

2. Career Development: Discussion of career progression opportunities - use for annual or comprehensive reviews

3. Performance Improvement Plan: Specific actions to address performance gaps - use when performance is below expected standards

Suggested Schedules

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

2. Performance Metrics Data: Detailed statistics and data supporting the evaluation

3. Training Record: Record of completed training and certifications

4. Previous Appraisal Summary: Summary of last appraisal for progress comparison

Authors

Alex Denne

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

Relevant legal definitions

























Clauses

























Industries

Employment Rights Act 1996: Primary legislation governing employment rights, including fair treatment in performance evaluations and protection against unfair dismissal related to performance reviews. Sets out basic employment rights that must be considered in appraisal processes.

Equality Act 2010: Ensures non-discrimination in performance evaluations based on protected characteristics (age, gender, race, disability, etc.). Requires fair evaluation criteria and consideration of reasonable adjustments for disabled employees.

Data Protection Act 2018 and UK GDPR: Regulates the collection, storage, and processing of personal data in performance appraisals. Covers employee privacy rights, data retention requirements, and confidentiality obligations.

Human Rights Act 1998: Ensures fundamental rights are respected during the appraisal process, including right to fair treatment, privacy, and dignity at work.

ACAS Code of Practice: Provides guidance on best practices for performance management, including fair procedures for handling performance issues and clear communication of expectations.

Health and Safety at Work Act 1974: Requires consideration of workplace wellbeing and working conditions that may impact performance in customer service roles.

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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