Managing the Customer Relationship

Manages the customer relationship in a way which enables the business to gain maximum value from that relationship. Creates and sustains mutually beneficial relationships.

• Builds rapport by taking a real interest.
• Builds customers' trust by meeting their individual needs.
• Checks out customers' levels of satisfaction.
• Presents a good image of the company to customers.
• Listens to and observes customers to understand their needs and views in order to deal effectively with their concerns.
• Remains polite and tactful towards customers.

Developing the Strategy

Contributes to the development of sound business strategies, which create value for the business.

• Maintains up to date awareness of market, political, economic and social trends and competitor activities.
• Identifies strengths and weaknesses of products and services in the light of changing customer needs.
• Makes suggestions to increase competitive advantage.
• Contributes to the development of plans and strategies, which are ambitious but realistic.

Delivering Business Results

Focuses attention and resources upon meeting agreed business targets, priorities and objectives.

• Applies skill, effort and judgement to get the job done.
• Ensures own role and objectives are clear.
• Identifies opportunities to develop business and meet customer needs.
• Redirects own time and resources to ensure objectives are met.
• Seeks out products or services that match customer needs.
• Prioritises time and attention on high value activities.
• Ensures that own objectives are aligned with business plans.

Team Working

Works co-operatively and productively with others; openly exchanging information and supporting colleagues from around the organisation to achieve business goals.

• Treats others the way they themselves would wish to be treated.
• Treats people with respect and integrity.
• Encourages and supports the contributions of others in achieving team goals.
• Makes a full contribution to successful team performance.
• Puts personal preferences aside to achieve team goals.
• Demonstrates personal commitment to the decisions of the team.
• Makes good use of the talents of colleagues.
• Helps colleagues when they are under pressure.

Influencing

Builds commitment to a recommendation or course of action by understanding the position of others and presenting arguments, facts and figures in a way they will find most persuasive.

• Focuses upon the requirements of the customer.
• Plans approach in advance, ensuring proposals are timed to create greatest interest.
• Makes clear recommendations for action rather than presenting options.
• Reinforces the benefits of proposals and recommendations by using relevant facts, figures and opinions.
• Offers support and challenge to the proposals of others.
• Modifies position, where appropriate, to achieve a 'win-win'.
• Takes questions and challenges, without acting defensively.

Leading Others

Builds highly successful and motivated teams who consistently excel in the achievement of business goals

• Acts as a role model to others.
• Adapts personal style to suit the situation and needs of others.
• Treats all staff as individuals, recognising and valuing diversity.
• Praises achievement and says 'thank you' for a job well done.
• Communicates business goals in a way which motivates staff.

Planning and Control

Achieves business goals by establishing priorities, actions, milestones and constraints in a logical sequence and checking progress against these plans, taking corrective action as required.

• Establishes priorities, tasks and work schedules in advance.
• Maximises the use of available resources.
• Clarifies the responsibilities of self and others, avoiding duplication of activity and wasted effort.
• Describes milestones in terms of what is achieved and delivered.
• Monitors the progress of plans and ensures that action is taken to resolve delays.
• Anticipates and promptly raises operational or resource issues.

Bringing Innovation to Problem Solving

Continuously improves the business by generating new and practical ways of doing things in order to solve problems and gain competitive advantage.

• Steps back from problems in order to properly define them.
• Thinks laterally in order to identify solutions to problems.
• Continuously identifies opportunities for process improvement.
• Assesses possible solutions against the requirements of the business and what is realistic.
• Identifies risks of recommended solutions and proposes ways to manage those risks.
• Encourages others to propose solutions to line management.

Making Change Work

Helps the business to introduce changes to structures, processes, products and services effectively and efficiently by focusing effort and commitment on making the change work.

• Maintains a sense of pace and urgency so that change initiatives do not stagnate.
• Develops action plans to maximise the personal and organisational benefits of change.
• Implements improvements to processes and procedures as required.
• Encourages others to look at change positively.

Making Good Decisions

Selects the best course of action based on the available information, accepting personal responsibility for the outcome.

• Make responsible decisions, taking into account facts and feelings.
• Uses past experience only as a guide in making decisions.
• Analyses available information in detail.
• Refers decisions beyond personal authority levels, seeking out second opinions where necessary.
• Explains reasons for decisions to those affected.
• Ensures that decisions are implemented.
• Records the reasons for making a decision when this may be useful to others.
• Reviews the quality of personal decisions, and modifies decision making process.
• Is prepared to review decisions in the light of changed circumstances.

Providing Excellent Customer Services

Exceeds the expectations of external customers through the quality of customer service, meeting their needs and demonstrating the added value of the service provided.

• Delivers courteous and prompt service.
• Always delivers what has been promised.
• Develops excellent understanding of individual customer needs and concerns.
• Takes personal responsibility for resolving customer concerns.
• Seeks customers' improvement ideas.
• Strives to exceed customer expectations.
• Makes the organisation 'easy to do business with'.

Attention to Detail

Ensures that information is correctly processed and that work complies with relevant internal/external rules, procedures and regulatory requirements. Checks work and corrects mistakes promptly.

• Works within limits of authority, seeking guidance when unsure.
• Keeps an eye on the detail, checking own work for mistakes.
• Completes all aspects of a task.
• Establishes realistic deadlines and then sticks to them.
• Keeps up to date on current internal and external procedures and regulations.

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