Vocational Professional Expert Leader Customer service* roles; Reacting to customer requests; Providing a responsive or reactive service; Someone who isn’t a manager of people or service; Someone who has direct interaction with customers (by phone or face-to-face) A deliverer of service *Customers can be internal or external Supervisor/manager of customer service roles; Has professional knowledge/qualification; Uses the knowledge to make decisions within defined parameters Uses own judgement to make decisions May have team managers as direct reports; Responsibility for 1 or more service; Project management; Consultancy advice; Likely to be considered an “expert” in their field; A facilitator; Will be likely to have a high level of autonomy; Uses own judgement to make complex decisions; Has breadth of decision making responsibility Responsible for setting/agreeing strategic direction Example jobs by (please note these are only a guide) Administrator Finance Assistant Housing Officer PA CSC Officer Development Officer Sales Consultant HR Advisor Financial Accountant Area Surveyor Team Manager Service Manager Professional/Technical advisor Assistant Director Director Head of Department TVHA CORE COMPETENCY FRAMEWORK
Name Definition Linked Values Level Descriptors 1 Applied Thinking Makes use of relevant information to resolve problems, identify opportunities and reach appropriate solutions. Enabling Change; Accountability; Cuser Focused Leader Identifies new business opportunities by evaluating company performance from a range of information Expert Sets Directorate/Departmental priorities by developing solutions to support the business plan Professional Recommends improvements to processes and services at a team by analysing patterns and trends from information Vocational Solves basic problems within clearly laid out policies and procedures 2 Results Focused - “Getting things done” Achieves successful delivery of and objectives by effectively managing others or taking direct action. Enabling Change; Accountability; Focused Leader Sets the performance framework for the organisation to meet corporate goals, achieve results and champions improvements Expert Sets the performance framework for the Directorate/Department to meet objectives, KPIs and continuously seeks improvements in delivery Professional Uses Directorate/Department objectives to identify team KPIs to drive service delivery and meet goals Vocational Takes responsibility for achieving individual objectives and contributing to team targets 3 Planning and Organising and organises work and activities to meet objectives whilst achieving quality and value for money. Enabling Change; Accountability; Cuser Focus Leader Structures the business plan to deliver key objectives while allocating appropriate resources Expert Develops project plans and identifies departmental activities and resources required to meet organisational goals Professional Delivers the project plan/departmental objectives to plan and budget Vocational Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks
Enabling change; Accountability; Cuser Focused; Honesty Expert Champions and promotes the delivery of quality service to all cusers Professional and organises delivery of cuser service Vocational Delivers a high quality service MANAGEMENT COMPETENCIES 9 Commercial Awareness Understands relationship of operational issues to wider business context Enabling Change; Accountability; Cuser Focus Leader Defines and develops TVH’s commercial objectives to maximise the organisation’s financial wellbeing Expert Delivers the commercial objectives Professional Understands the purpose and content of the Corporate business plan Vocational Demonstrates awareness of commercial aspects of the business 10 Leadership (Developing and Managing People) Inspires and motivates others to develop confidence and capability to realise their full potential Respect and Dignity; Enabling change; Accountability; Cuser Focused; Honesty Leader the organisation to deliver high performance Expert Is a role model for effective leadership Professional Supports team development Vocational Gives basic direction and instruction * Cusers – can be internal or external