Client Handover Standard Operating Procedure for Customer Service in General Business Sales

Scope

Included

This SOP applies to General Business teams carrying out Client Handover within the Customer Service process area and Sales department. It covers preparation, required inputs, execution, control checks, evidence, exceptions, approval or review where required, communication and closure.

The procedure should be adapted to the organisation's own systems, job titles, approval limits and record locations before operational use. Tasks outside the stated process, specialist decisions or circumstances requiring a different controlled procedure should be referred to the appropriate owner rather than forced through this workflow.

Outside this SOP

This SOP does not replace organisation-specific approval limits, specialist professional judgement, local legal requirements or site-specific controls.

Responsible roles

Primary owner: sales administrator or account manager. Supporting role: service manager. The primary owner coordinates and completes the operational record, the supporting role provides subject-specific input where required, and any designated reviewer or approver confirms that the control result and evidence are sufficient before closure.

Required information and systems

Primary working system or record location: the CRM or client-management system, controlled document location and approval or handover record. Required working information: client account details, outgoing owner, incoming owner, open work, deadlines, commitments, risks, recent communications, access requirements and handover date. Evidence retained at completion: handover summary, open-action list, acceptance confirmation, access-transfer record, client communication where required and outstanding-risk log. Use the current approved forms, system records and controlled documents used by the organisation for this procedure.

Procedure overview

Client Handover starts when the relevant request, event or scheduled activity is ready to be processed. The sales administrator or account manager first verifies the required inputs and scope, then completes the three core actions defined for this procedure: prepare a current handover summary covering the client relationship, active work, outstanding commitments, risks, key contacts and immediate deadlines. review open actions, files, system access, commercial commitments and unresolved issues with the incoming owner and assign each item clearly. complete the handover meeting or documented transfer and obtain confirmation that the incoming owner accepts responsibility for the listed work.

Before closure, the record must pass the principal control check: confirm every active commitment and open action has a named owner and the receiving person has the information and access required to continue service. Failed checks or unresolved exceptions remain open with a named owner. The procedure is complete only when the result, evidence, approvals where applicable, communications and follow-up actions accurately describe the final operational position.

How this SOP helps

This document gives the responsible team a consistent way to complete Client Handover, verify the result and retain evidence that the required process was followed.

Before using this procedure

Confirm that role names, systems, approval routes, record locations and escalation contacts match the organisation using this SOP. Adapt any local legal, contractual, privacy, safety or regulatory requirement before operational use.