Develops and maintains good working relationships with others, sharing information and knowledge, as appropriate
Offers own ideas and perspectives
Understands own role in the team, making every effort to play his/her part
Analysis & Decision Making
Effectively deals with a wide range of information sources, investigating all relevant issues
Understands the practical implication of information in relation to the broader context in which they work – procedures, divisional objectives etc
Identifies and understands key issues and trends
Correctly extracts & interprets numerical information, conducting accurate numerical calculations
Draws accurate conclusions & makes balanced and fair recommendations backed up with evidence
Delivery of Results
Takes ownership of tasks and is determined to see them through to a satisfactory conclusion
Is logical and pragmatic in approach, setting objectives and delivering the best possible results with the resources available through effective prioritisation
Constructively challenges existing approaches to improve efficient customer service delivery
Accurately estimates time parameters for project, making contingencies to overcome obstacles
Minimises errors, reviewing learning and ensuring remedies are in place
Maximises the input of own team in ensuring effective delivery of results
Ensures proper service delivery procedures/protocols/reviews are in place and implemented
Interpersonal & Communication Skills
Modifies communication approach to suit the needs of a situation/ audience
Actively listens to the views of others
Liaises with other groups to gain co-operation
Negotiates, where necessary, to reach a satisfactory outcome
Maintains a focus on dealing with customers in an effective, efficient, and respectful manner
Is assertive and professional when dealing with challenging issues
Expresses self in a clear and articulate manner when speaking and in writing
Drive & Commitment
Is committed to the role, consistently striving to perform at a high level
Demonstrates flexibility and openness to change
Is resilient and perseveres to obtain objectives despite obstacles or setbacks
Ensures that customer service is at the heart of own/team-work
Is personally honest and trustworthy
Acts with integrity and encourages this in others
Specialist Knowledge, Expertise and Self-Development
Displays high levels of skills/ expertise in own area and provides guidance to colleagues
Has a clear understanding of the role, objectives, and targets and how they support the service delivered by the unit and Department/ Organisation and can communicate this to the team
Leads by example, demonstrating the importance of development by setting time aside for development initiatives for self and the team
