I am in the process of moving within my company from a customer support role/department to a new business area.
My email address and telephone number remains the same
The problem I have is that I am the main support contact for several clients. Despite agreed processes in place, I often get calls and emails from clients directly asking for assistance and advising issues to be resolved. The account manager has not advised the clients that I am moving and I know I will be getting emails/calls after I have moved. He seems reluctant to do so for reasons known only to himself (client confidence, fallout, explaining handover processes etc)
Should I just forward all emails directly to the account manager/my old line manager and say "over to you" or should I respond to the client advising them I am no longer working in the support role? The second option feels better to me but is this a little disloyal to my old manager? (Note: I will still have interaction with him in my new role, so there is no concept of bridge burning or not caring, I just want to do the right thing for them AND the client)
If advising the client, should I word my email almost in a generic out of office style? "I am no longer in a role dealing with support queries. Please redirect all enquiries to email@example.com"?