I'm struggling with an issue in my department, and I'm not sure how to address it. My department comprises two teams, each with separate responsibilities, and I'm on Team 1 managed by Sam. Team 2 is managed by Jack, and they are responsible for dealing with external clients, while Team 1 handles specific types of enquiries. Although we have the same clients at times, we have clear remits.
The issue is that Team 2 has been trying to handle enquiries that are within Team 1's remit. We have told them several times that these enquiries should come to us, but they keep happening anyway. It's causing confusion and frustration for both teams and clients. We've also had a situation where a prospective client was annoyed because they were speaking to me and not Team 2. They had been led to believe that Team 2 would handle everything, even though their specific enquiry was within Team 1's remit.
To make matters worse, Jack has been sending me angry emails and requesting urgent meetings to discuss his team's feedback on what I do. My manager agrees with my point of view, but he wants to wait until he's spoken to the new departmental manager before we respond to Jack.
I'm not sure what to do going forward. The new departmental manager won't be available until next week, and the client is already angry. I work remotely, so we can't meet in person. How can I handle this situation without causing more problems?