What is a competency?

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "What is a competency?"

Transcription

1 Preparing for competency based interviews It is essential to try to establish the type of interview your customer will face. If it is a competency based interview (CBI) then they need to prepare their responses carefully. In competency based interviews candidates are evaluated on the quality and detail of every answer.. What does a CBI look like? To summarise: There will be more than one person conducting the interview. There will likely be someone from HR and either one or more line managers. The process will be formal. The candidate will be asked a number of pre-prepared questions. The purpose of the questions is to illicit information on skills and competencies. One of those present is likely to have their head down for the entire session, recording the information provided. The responses will be scored and only those candidates achieving the highest marks will continue to the selection process. What is a competency? A competency is a skill or behaviour. The purpose of the interview is to learn from the jobseeker how they have performed in past employment as this is a predictor of how they are likely to perform in the future. This table from lists some of the most commonly questioned competencies in management posts. Skills and competencies for competency based interviews Adaptability Compliance Communication Conflict management Creativity and Innovation Decisiveness Delegation External awareness Flexibility Independence Influencing Integrity Leadership Leveraging diversity Organisational awareness Resilience and tenacity Risk taking Sensitivity to others Team work

2 The interview will consist of about questions such as: Can you please give me an example of How did you deal with? Would you please describe When you were faced with, how did you deal with it? Who uses CBI? Any organisation may use this type of interview which is why it is always important to check. There is no hard and fast rule but it is more commonly used by public sector organisations and large companies. It is always best to prepare for a CBI. How does the scoring work? 0 No evidence Question not answered. No example given. 1 Poor Little evidence of positive indicators. Mostly negative indicators, many decisive. 2 Areas for concern Limited number of positive indicators. Many negative indicators, one or more decisive. 3 Satisfactory Satisfactory display of positive indicators. Some negative indicators but none decisive. 4 Good to excellent Strong display of positive indicators. Positive indicators Demonstrates a positive approach towards the problem. Considers the wider need of the situation Recognises own limitations Is able to compromise Is willing to seek help when necessary Uses effective strategies to deal with pressure/stress Negative indicators Perceives challenges as problems Attempts unsuccessfully to deal with the situation alone Used inappropriate strategies to deal with pressure/stress Try to give yourself plenty of time to prepare. Your customer will need the job description and the person specification to prepare so please make sure you have at least one of these. If you have not

3 been provided with either, contact the agency or the employer (whichever is appropriate) and ask for them. Once you have the job description / person specification look carefully to find the skills and behaviours they want to see. The example of the job description below is from Regardless of the type of person and skills sought, most will follow the same or a similar format. Customer Service Executive Job description and profile Customer Service Executives are accountable for formulating resolution and response in a timely and accurate manner and providing excellent customer services. Their main responsibility is to define a customer service strategy of the organisation. This strategy includes using training, technology, developing, and improving employees skills, maintaining consistent quality control, standardising procedures and policies, and establishing expectations of customer service. Duties and responsibilities Maintaining customers focus at all times and answering customers enquiries, using the standard guidelines. Taking ownership of complaint and queries and proactively following through to resolution. Making sure that all customers queries are well investigated and resolved, and escalating queries if appropriate to supervisor. Assisting management and team manager with any assigned special projects and providing backup to the team manager when required. Maintaining working cognition of each customer service process for various market segments and communicating issues to team manager. Developing and mentoring new staff to satisfy customer service requirements. Maintaining professional strong working relationship with external and internal customers, colleagues, and customer service management. Supporting decisions made by customer service management and conveying positively to team members to reinforce messages. Identifying and escalating consistent or recurring problems with the systems functionality. Assisting in improving and monitoring procedures and processes to ensure the most cost-effective and efficient service. Assisting in preparing and developing the documentation of the organisation s standard policies and procedures towards customer service.

4 Skills and specifications Willingness to discover and develop. Friendly, polite and tactful attitude. Excellent communication and good presentation skills. Ability to cope up with multiple projects and deadlines. Ability to motivate and energise fellow team members. Ability to tackle diverse customers. Education and qualifications General education degree from an accredited institution. High school diploma. Experience in Customer Service activities. Preparing for a CBI Taking the job description, highlight the behaviours and skills the employer is looking for. For example: Duties and responsibilities Maintaining customers focus at all times and answering to customer s enquiries, using the standard guidelines. Taking ownership of complaint and queries and proactively following through to resolution. Making sure that all customers queries are well investigated and resolved, and escalating queries if appropriate to supervisor. Assisting management and Team Manager with any assigned special projects and providing backup to the team manager when required. Maintaining working cognition of each customer service process for various market segments and communicating issues to team manager. Developing and mentoring new staff to satisfy customer service requirements. Maintaining professional strong working relationship with external and internal customers, colleagues, and customer service management. Supporting decisions made by customer service management and conveying positively to team members to reinforce messages.. Identifying and escalating consistent or recurring problems with the systems functionality. Assisting in improving and monitoring procedures and processes to ensure the most cost-effective and efficient service.

5 Assisting in preparing and developing the documentation of the organisation s standard policies and procedures towards customer service. Skills and Specifications Willingness to discover and develop. Friendly, polite and tactful attitude. Excellent communication and good presentation skills. Ability to cope up with multiple projects and deadlines. Ability to motivate and energise fellow team members. Ability to tackle diverse customers. Education and Qualifications General education degree from an accredited institution. High school diploma. Experience in Customer Service activities. Once your customer has a clear idea of the skills and behaviours sought, try to think of the questions the employer is likely to ask. For example, a question related to this job could be: Can you please give me an example of when you have had to manage more than one project and how you did this? To help your customer prepare for the answer you need to consider an example from their previous employment where they have successfully achieved this. Continued/

6 Using the scoring mechanism, these are some sample responses and their likely scores. 0 No evidence I am really good a multitasking and I have always done it. 1 Poor I am used to working under pressure and my boss was always giving me lots of things to do at the same time and I sometimes managed to hit the deadlines although their expectations were often unrealistic 2 Areas for concern In my last job I was expected to manage a different number of areas and to meet the deadlines expected. At xx Company I always did this but they wanted a lot from me and I always usually managed to give them what they wanted. 3 Satisfactory At xx organisation I was in a similar position where I had to run a number of projects to deadline. I coped with this well and expect to be able to do the same for you. Sometimes there were some issues and I had a difficult team to cope with but usually we managed to get through. 4 Good to excellent Whilst at xx company I would have a number of projects to manage at the same time, examples of these projects are x, x and x. It would not be unusual to have different timescales to work to. To ensure that I completed the work required in the time and that the projects were managed appropriately, I would undertake a comprehensive planning process showing each stage of the project through to completion. I would also ensure that my manager was aware of, and able to review my progress against the plans at any time. Once a week we would meet briefly to ensure that my manager and anyone else in the team was confident of the progress being made. At xx organisation I ran up to xx projects simultaneously and each was delivered on time and on budget. Continued/

7 Strong working relationships Can you please give me an example of how you manage customer relationships? 0 No evidence I get on really well with people. 1 Poor I have always got on well with my customers, they like me and like doing business with me. I am not sure that the organisation will keep them now I have left because I don t think anyone else will be able to look after as well as I did. 2 Areas for concern At xx company I had the largest base of customers to manage and I always scored highly in customer feedback surveys. The relationship I had with internal customers was also good; we all got along really well and I think I was popular. 3 Satisfactory I believe that I build and maintain good, effective relationships with all those I work with. For example, at xx organisation I came into the team at a time of conflict about bonus payments. Because I was new I was able to mediate between the parties, able to see both points of view without any history and, with a reasonably mature attitude, I was able to support both sides and reach a negotiated agreement. With internal customers I have enjoyed good relationships; for example, at xx company the credit control team was experiencing problems with overdue payments from one of my customers. I called the customer and asked them to pay their invoices in a more timely fashion and this really pleased the credit control team. 4 Good to excellent I believe that I build and maintain good, effective relationships with all those I work with. For example, at xx organisation I came into the team at a time of conflict about bonus payments. Because I was new I was able to mediate between the parties, able to see both points of view without any history and, with a reasonably mature attitude, I was able to support both sides and reach a negotiated agreement. From then on, I enjoyed a really good relationship with the team and my managers. With internal customers I have enjoyed good relationships; for example, at xx company the credit control team was experiencing problems with overdue payments from one of my customers. As I had been involved in the sales process with the Sales Manager I took responsibility for talking to the procurement office to resolve the matter. In the case of customers, I have always been able to secure new business from past customers I have worked with because I have a reputation for being trustworthy and competent in the advice and support I give. An example of this would be when I left xx organisation I was able to bring xx new customers to the business in the first three months. I would like to make it clear that this was not a case of poaching any previously won business as the two businesses did not compete in the same market. At xx organisation they conduct customer service feedback surveys and I always scored above 90 per cent satisfaction which would place me among the top five customer advisers.

8 The questions your customer will be asked do not always start with Please give me an example. But in replying, your customer should always provide an example of where they have applied this skill or behaviour in previous roles. If the question is: At XX organisation we expect people to support their manager in the execution of monthly returns. How would you ensure that you did this? The answer could sound something like: I would always expect to support my manager with timely information for reporting purposes, for example at xx organisation, I was required to.. (Going on to explain how they you did this is a positive way provides a detailed example of their experience.) Practice Once you and your customer feel that you have a really good understanding of both the jobs and the skills and behaviours the employer is looking for, try to get some sample questions and practise the answers. Listen to how well each question is answered and try to score the answers, using the same criteria as used in the scoring table above. There only one way to succeed at a CBI is by practice. These are situations where mentors, mock interviewers and others can offer help.

Wellington i-site Supervisor

Wellington i-site Supervisor Job Description Role Title: Wellington i-site Supervisor Date: August 2015 Positively Wellington Tourism Positively Wellington Tourism is the Capital's official tourism organisation. It is a trust funded

More information

Interview Guide Chris Park

Interview Guide Chris Park Interview Guide Chris Park Work Strengths Generated on: 15-Jan-2013 Page 2 2011 Saville Consulting. All rights reserved. Contents Introduction to Interview Guide...3 Interview Scores Summary...4... 5 Interview

More information

JOB DESCRIPTION. Work Unit: Responsible To: Corporate and Governance Corporate Information Manager

JOB DESCRIPTION. Work Unit: Responsible To: Corporate and Governance Corporate Information Manager JOB DESCRIPTION Job Title: Work Unit: Responsible To: Position Purpose: Pay range: Team Leader Customer Services Corporate and Governance Corporate Information Manager This job exists to: Provide friendly,

More information

Career & Employment Service

Career & Employment Service This resource sheet should help you to identify your strengths and weaknesses. Auditing these can influence the type of career role that you choose and can help as you apply for work and prepare for job

More information

Creating Interview Questions

Creating Interview Questions University Of Missouri: Sample Interview Questions Creating Interview Questions Position Title: List the top 5 Competencies in order of importance: 1. 4. 2. 5. 3. List 10 Questions you will ask candidates

More information

Outcome 1 Unit 1.2 CHARACTERISTICS OF EFFECTIVE TEAMS

Outcome 1 Unit 1.2 CHARACTERISTICS OF EFFECTIVE TEAMS Outcome 1 Unit 1.2 CHARACTERISTICS OF EFFECTIVE TEAMS WHAT IS A TEAM? A team is a group of people sharing skills and ideas and working towards a common goal STAGES OF TEAM DEVELOPMENT It is thought that

More information

Key Steps to a Management Skills Audit

Key Steps to a Management Skills Audit Key Steps to a Management Skills Audit COPYRIGHT NOTICE PPA Consulting Pty Ltd (ACN 079 090 547) 2005-2013 You may only use this document for your own personal use or the internal use of your employer.

More information

Job Description: Marketing Coordinator

Job Description: Marketing Coordinator Job Description: Marketing Coordinator Positively Wellington Tourism: Positively Wellington Tourism (PWT) is the capital's official tourism organisation. It is a trust funded by Wellington City Council,

More information

Interviewing Strategies & Tips. Career Center For Vocation & Development

Interviewing Strategies & Tips. Career Center For Vocation & Development Interviewing Strategies & Tips Career Center For Vocation & Development Before the Interview A job interview is an opportunity to showcase your strengths, experience, and interest in the position for which

More information

Performance Management Rating Scales

Performance Management Rating Scales Performance Management Rating Scales When looking at Performance Management, a 5 point rating scale is the most common. A CIPD report suggests that: 47% of companies use 5 point scale 28% of companies

More information

Effective complaint handling

Effective complaint handling This guide sets out key information for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman s role, as an independent,

More information

ScottishPower Competency Based Recruitment Competency Guidelines External Candidate. pp077682 ScottishPower [Pick the date]

ScottishPower Competency Based Recruitment Competency Guidelines External Candidate. pp077682 ScottishPower [Pick the date] ScottishPower Competency Based Recruitment Competency Guidelines External Candidate pp077682 ScottishPower [Pick the date] Aims and Objectives This document will give you an overview of the selection process

More information

Available at completion of Probation. 22 days (+ 3 discretionary days over the Christmas

Available at completion of Probation. 22 days (+ 3 discretionary days over the Christmas Role: Contact Centre Advisor Location of Employment 63-66 Amiens Street, Dublin 1 (We will be moving to Upper Sherriff Street, Dublin 1 in the late summer) Reporting to Contract Salary Probation Pension

More information

Position Title: Application Support Team Leader Location: Sydney Department: Development Reports to (Title): Service Delivery Manager

Position Title: Application Support Team Leader Location: Sydney Department: Development Reports to (Title): Service Delivery Manager Position Title: Application Support Team Leader Location: Sydney Department: Development Reports to (Title): Service Delivery Manager General Purpose of the Position The Level 2 Applications Support team

More information

GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE. Responsible to: Performance Manager

GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE. Responsible to: Performance Manager JOB TITLE GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE Responsible to: Performance Manager Key Drivers (applicable to all jobs): Customer Care Equal Opportunities Best Value Financial Management Resident

More information

Job Description. Team Supervisor

Job Description. Team Supervisor Job Description Title: Call Handler Band: Band 3 Location: Various Reports to: Team Supervisor Job Purpose The post holder will be responsible for the assessment of presenting clinical symptoms, using

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Account Manager. Job description.

Account Manager. Job description. Account Manager. Job description. CONTENTS 1. Reporting to 3 2. Scope of role 3 3. Key responsibilities 4 4. Key skills and experience 6 5. Key behaviours 7 2013 Fresh Egg Limited 2 This job description

More information

INTERVIEW QUESTIONS: ADVICE AND GUIDANCE

INTERVIEW QUESTIONS: ADVICE AND GUIDANCE INTERVIEW QUESTIONS: ADVICE AND GUIDANCE Although interviews can vary tremendously, from an informal chat to a panel interview, some questions always seem to crop up. It would be a good idea to review

More information

SECTION 1: Example Exercise Outcomes. Instructions and Questions Booklet. AssessmentDay. Practice Assessments

SECTION 1: Example Exercise Outcomes. Instructions and Questions Booklet. AssessmentDay. Practice Assessments SECTION 1: Example Exercise Outcomes SECTION 2: Competencies Competency and Behavioural Indicators Based Interview Instructions and Questions Booklet Practice Assessments Instructions These competency

More information

15 Most Typically Used Interview Questions and Answers

15 Most Typically Used Interview Questions and Answers 15 Most Typically Used Interview Questions and Answers According to the reports made in thousands of job interviews, done at ninety seven big companies in the United States, we selected the 15 most commonly

More information

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager

Middlesbrough Manager Competency Framework. Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework + = Behaviours Business Skills Middlesbrough Manager Middlesbrough Manager Competency Framework Background Middlesbrough Council is going through significant

More information

Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( )

Corporate Services Directorate Number of staff responsible for 7 Budget responsibility ( ) Role Profile template Job Title Service Desk Manager Barnet Band and scale range BBB 47-50 Reports to Head of IS Service area Corporate Services Directorate Number of staff responsible for 7 Budget responsibility

More information

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result?

What was the impact for you? For the patient? How did it turn out? How has this helped you in your job? What was the result? EXAMPLE VALUE BASED INTERVIEW QUESTIONS VALUE LEADING QUESTION FOLLOW UP QUESTIONS KEY CRITERIA Compassion Give me an example of a time when you were particularly perceptive regarding a Describe what you

More information

SAMPLE INTERVIEW QUESTIONS

SAMPLE INTERVIEW QUESTIONS SAMPLE INTERVIEW QUESTIONS Before you start an interview, make sure you have a clear picture of the criteria and standards of performance that will make or break the job, and limit your questions to those

More information

Position Description

Position Description Position Description Job title Group Section Responsible to Responsibility for staff Project Coordinator Natural Resource Operations Rotorua Lakes Protection & Restoration Programme Rotorua Lakes Business

More information

Sample Behavioural Questions by Competency

Sample Behavioural Questions by Competency Competencies that support LEADING PEOPLE Change Leadership Please tell us about a time when you led a significant change in your organization and how you helped others to deal with the change. Tell me

More information

Attribute 1: COMMUNICATION

Attribute 1: COMMUNICATION The positive are intended for use as a guide only and are not exhaustive. Not ALL will be applicable to ALL roles within a grade and in some cases may be appropriate to a Attribute 1: COMMUNICATION Level

More information

Personal Learning and Thinking Skills

Personal Learning and Thinking Skills Personal Learning and Thinking Skills Guidance on delivering Personal Learning and Thinking Skills within Pan Sector Apprenticeship Frameworks Independent enquirers Creative thinkers Reflective learners

More information

CRM Co-Ordinator Role

CRM Co-Ordinator Role Service Area: Team: Grade: 7 Customer Customer Experience Hours of Duty: 36.15 hours per week in accordance with RBH s Worklife Balance Scheme and service requirements. The role may require occasional

More information

Potential Interview Questions

Potential Interview Questions Potential Interview Questions Listed below are some questions commonly asked by employers during interviews along with some hints about how to best answer each question. Outline or write out your responses

More information

MANDARIN ORIENTAL HOTEL GROUP REPORT SUMMARY

MANDARIN ORIENTAL HOTEL GROUP REPORT SUMMARY MANDARIN ORIENTAL HOTEL GROUP REPORT SUMMARY THE COMPANY Established in Hong Kong in 1963. Mandarin Oriental Hotel Group is an international hotel investment and management group operating ten hotels in

More information

Sample Interview Questions

Sample Interview Questions Contents General Work Experience/Background 2 The Job/Position 2 Education (Also for applicants coming directly out of school) 2 Career Goals 3 Analytical Skills 3 Being Managed 3 Change Management 3 Communication

More information

Coaching: bringing out the best. Opinion piece Philip Brew

Coaching: bringing out the best. Opinion piece Philip Brew Coaching: bringing out the best Opinion piece Philip Brew Coaching: bringing out the best Philip Brew 1/6 Organisations need fully functioning human beings In today s demanding and complex environments,

More information

What we mean by competence is an appropriate skill, aptitude or ability that you have demonstrated

What we mean by competence is an appropriate skill, aptitude or ability that you have demonstrated Page 1 of 7 Tips for Completing Competence-based Application Forms What we mean by competence is an appropriate skill, aptitude or ability that you have demonstrated Q - How do you demonstrate a competence

More information

JOB DESCRIPTION ASSISTANT PRINCIPAL FUNDING & PERFORMANCE REVIEW

JOB DESCRIPTION ASSISTANT PRINCIPAL FUNDING & PERFORMANCE REVIEW JOB DESCRIPTION JOB TITLE: HEAD OF FUNDING & MIS POST REF: 15/34 REPORTS TO: RESPONSIBLE FOR: ASSISTANT PRINCIPAL FUNDING & PERFORMANCE REVIEW THE DELIVERY OF AN EFFECTIVE MANAGEMENT INFORMATION SERVICE

More information

Pro-Vice-Chancellor s Office. Permanent. 37 hours, normally worked Monday to Friday

Pro-Vice-Chancellor s Office. Permanent. 37 hours, normally worked Monday to Friday Job title: Projects Officer Vacancy reference: 2223 School/department: Job type: Hours of work: Salary details: Responsible to: Start date: School of Management Pro-Vice-Chancellor s Office Full time Permanent

More information

CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 3.1 INTRODUCTION The most important purpose of any service orientated organisation is to retain customers. It is critical for any organization to keep

More information

JOB DESCRIPTION. Job Title: Contracts Manager Date: November Head Office or area office, with travel to various construction sites as required

JOB DESCRIPTION. Job Title: Contracts Manager Date: November Head Office or area office, with travel to various construction sites as required JOB DESCRIPTION Job Title: Contracts Manager Date: November 2006 Location: Head Office or area office, with travel to various construction sites as required Job Dimensions: Multiple projects usually between

More information

Sample Interview Questions

Sample Interview Questions Sample Interview Questions Questions an interviewer may ask you, and suggestions for responses! THE OFFICE OF CAREER SERVICES SLU 10492, Hammond, LA 70402 (985) 549-2121 www.selu.edu/career careerservices@selu.edu

More information

Effective management of customer complaints

Effective management of customer complaints Effective management of customer complaints 2 nd FICCI Quality Systems Excellence Awards for Manufacturing & Conference on Sustainable Manufacturing Growth through Quality Systems New Delhi 16.05.2013

More information

ROLE PROFILE. Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living.

ROLE PROFILE. Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living. ROLE PROFILE Job Title: Customer Services Advisor Responsible to: Team responsible for: Customer Services Manager No line management responsibility Purpose: Working as part of a team delivering a first

More information

Sample Interview Questions with Appropriate Answers

Sample Interview Questions with Appropriate Answers Sample Interview Questions with Appropriate Answers Problem Solving Problem solving is a frequently required workplace competency whether the employer is exploring management competencies, sales competencies,

More information

Customer Relationship Management (CRM) and Data Officer. Reference No: 0115 15. Grade:

Customer Relationship Management (CRM) and Data Officer. Reference No: 0115 15. Grade: Job Title: Customer Relationship Management (CRM) and Data Officer Reference No: 0115 15 Reports to: Access to Higher Education Manager Grade: D Working Hours: 37 hours per week Faculty / Service: Marketing

More information

Job Description. Business Improvements Advisor. People and Performance. Business Improvements. Business Improvements Team Leader

Job Description. Business Improvements Advisor. People and Performance. Business Improvements. Business Improvements Team Leader Job Description Job title Group Section Responsible to Responsibility for staff Business Improvements Advisor People and Performance Business Improvements Business Improvements Team Leader None Date March

More information

Continuous Learning & Development

Continuous Learning & Development Examples of Behavior Statements- Professional Role What does "below", "meets" and "exceeds" expectations really mean? PROFESSIONAL ROLE: Supports OU s strategic objectives, as an individual contributor,

More information

Achieve. Performance objectives

Achieve. Performance objectives Achieve Performance objectives Performance objectives are benchmarks of effective performance that describe the types of work activities students and affiliates will be involved in as trainee accountants.

More information

Job Description Strategic Projects Team Leader

Job Description Strategic Projects Team Leader Strategic Projects Team Leader Department: Group: Direct Line Manager: Responsible For: Planning & Community Relations Manager - & Community Relationships Three (3) Strategic Project Drivers Delegations:

More information

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources ROLE PROFILE Job Title Reports to Service area No. of staff responsible for Budget responsibility ( ) Performance Consultant (Fixed Term) Assistant Director for Human Resources HR 0 None Purpose of Job

More information

360 feedback. Manager. Development Report. Sample Example. name: email: date: sample@example.com

360 feedback. Manager. Development Report. Sample Example. name: email: date: sample@example.com 60 feedback Manager Development Report name: email: date: Sample Example sample@example.com 9 January 200 Introduction 60 feedback enables you to get a clear view of how others perceive the way you work.

More information

VPQ Level 6 Business, Management and Enterprise

VPQ Level 6 Business, Management and Enterprise VPQ Level 6 Business, Management and Enterprise VPQ Level 6 Certificate in Business, Management and Enterprise The VPQ Level 6 Certificate in Business, Management and Enterprise is a 30 credit qualification.

More information

Interview Questions. Accountability. Adaptability

Interview Questions. Accountability. Adaptability Interview Questions The interview is just one assessment tool to help you make a final hiring decision and must be used in conjunction with other information gathered during the selection process (application

More information

Business Analyst. Development Team Leader

Business Analyst. Development Team Leader Business Analyst Corporate ICT Development Team Leader None May 2013 This job exists to provide the organisation with quality software development analysis and project management. The position achieves

More information

Faculty of Science and Engineering Placements. Stand out from the competition! Be prepared for your Interviews

Faculty of Science and Engineering Placements. Stand out from the competition! Be prepared for your Interviews Faculty of Science and Engineering Placements Stand out from the competition! Be prepared for your Interviews Interviews Getting an invitation to attend for an interview means you has passed the first

More information

Hiring and Developing Project Managers. PMI New Hampshire Chapter May 18, 2011 Bonnie Cooper, Technology Portfolio Director

Hiring and Developing Project Managers. PMI New Hampshire Chapter May 18, 2011 Bonnie Cooper, Technology Portfolio Director Hiring and Developing Project Managers PMI New Hampshire Chapter May 18, 2011 Bonnie Cooper, Technology Portfolio Director Key Learning Takeaways What to look for in a resume and tips for how to rank project

More information

Key skills for developing employability

Key skills for developing employability Key skills for developing employability First published 2001 6.00 Qualifications and Curriculum Authority 2001 ISBN 1 85838 481 8 Reproduction, storage, adaption or translation, in any form or by any means,

More information

Relationship Manager (Banking) Assessment Plan

Relationship Manager (Banking) Assessment Plan Relationship Manager (Banking) Assessment Plan ST0184/AP03 1. Introduction and Overview The Relationship Manager (Banking) is an apprenticeship that takes 3-4 years to complete and is at a Level 6. It

More information

ABERDEEN CITY COUNCIL JOB DESCRIPTION

ABERDEEN CITY COUNCIL JOB DESCRIPTION ABERDEEN CITY COUNCIL JOB DESCRIPTION All employees are required to carry out their duties and responsibilities in accordance with the Council s Safety Policy and all other Council policies and legislation

More information

An Approach to Delivering. Professional Coaching Services. For Change

An Approach to Delivering. Professional Coaching Services. For Change An Approach to Delivering Professional Coaching Services For Change 1 Our Approach to Delivering Coaching for Change Content Definitions of coaching... 3 What coaching services can Pervue Limited deliver?...

More information

Office for National Statistics. Survey Charter.

Office for National Statistics. Survey Charter. Office for National Statistics www.statistics.gov.uk Office for National Statistics ONS The Office for National Statistics (ONS) sets out our commitments to the people and organisations who take part in

More information

Stress Management Policy Implementation Date: January 2014 Review Date: January 2017

Stress Management Policy Implementation Date: January 2014 Review Date: January 2017 Stress Management Policy Implementation Date: January 2014 Review Date: January 2017 1 P age AMENDMENT HISTORY VERSION DATE AMENDMENT HISTORY D1 Jan 14 Addition of branding and formatting changes in line

More information

NHS England Medical Appraisal Policy. Annex G: Clinical appraisal lead job description and person specification

NHS England Medical Appraisal Policy. Annex G: Clinical appraisal lead job description and person specification NHS England Medical Appraisal Policy Annex G: Clinical appraisal lead job description and person specification Annex G: Clinical appraisal lead job description and person specification Page 1 NHS England

More information

Investors in People First Assessment Report

Investors in People First Assessment Report Investors in People First Assessment Report K.H.Construction Cambridge Assessor: Lesley E Ling On-site Date/s: 3 rd September 2008. Recognition Date: Contents 1. Introduction Page 2 2. Assessment and Client

More information

MANAGER, HUMAN RESOURCES CONSULTING JOB & PERSON SPECIFICATION NOVEMBER 2010

MANAGER, HUMAN RESOURCES CONSULTING JOB & PERSON SPECIFICATION NOVEMBER 2010 MANAGER, HUMAN RESOURCES CONSULTING JOB & PERSON SPECIFICATION NOVEMBER 2010 POSITION TITLE Position Title: Manager HR Consulting Position Number: 3520 Faculty/Division: Division of Services and Resources

More information

SQA s Skills Framework: Skills for Learning, Skills for Life and Skills for Work

SQA s Skills Framework: Skills for Learning, Skills for Life and Skills for Work SQA s Skills Framework: Skills for Learning, Skills for Life and Skills for Work This framework has been developed for use in the National Qualifications development programme in support of Curriculum

More information

Effective Working Relationships

Effective Working Relationships 1 Effective Working Relationships 2 CREATE AND MAINTAIN EFFECTIVE WORKING RELATIONSHIPS We all work with others in our daily working life to produce the products and services that we provide to our customers.

More information

Personal, Learning & Thinking Skills

Personal, Learning & Thinking Skills Personal, Learning & Thinking Skills Guidance for Young Apprenticeship in Business & Administration Value of Personal, Learning and Thinking Skills (PLTS) The Council for Administration (CfA) has identified

More information

Project Management. Interview Questions

Project Management. Interview Questions Project Management Interview Questions 2 Contents Introduction 3 Preparing for Your Interview 3 Specific Skill Areas 4 Preparing for a PSO Interview 4 Project Manager Interviews-Soft Skills 6 Preparing

More information

Tool 3 What makes a job satisfying for you?

Tool 3 What makes a job satisfying for you? Tool 3 What makes a job satisfying for you? Instructions This tool will help you select factors that make a job satisfying for you. Read each listed factor and select your top 10 items. You can prioritise

More information

Interview Questions: Work History

Interview Questions: Work History Interview Questions: Work History Q. For jobs you have had you will be asked the name of company, job title and description, dates of employment. A. Interviewers expect you to be able to give details on

More information

Position Description

Position Description Position Summary POSITION REPORTS TO DIRECT REPORTS REMUNERATION Financial Planner Business Unit Manager Nil Adviser Tiered Remuneration Structure OVERVIEW A Financial Planner's role is to demonstrate

More information

Operational Improvement Using specialist skills in specific functional areas to enhance your own capabilities

Operational Improvement Using specialist skills in specific functional areas to enhance your own capabilities Page 1 of 10 About FMEA We are a network of diverse, practical and experienced senior business consultants who have worked in small and world renowned Consultancy Organisations. We believe in working co

More information

Human Resources Organisational Development Training and Diversity. Mentoring Guidelines

Human Resources Organisational Development Training and Diversity. Mentoring Guidelines Human Resources Organisational Development Training and Diversity Mentoring Guidelines 1 Contents What is Mentoring? 3 When to use Mentoring 3 What is a Mentor? 4 Why Mentoring? 4 Support for Mentors 5

More information

Wirral Council: Job Role Descriptor HR USE ONLY

Wirral Council: Job Role Descriptor HR USE ONLY Wirral Council: Job Role Descriptor Job Role: Service: Reports to: No. of Subordinates: Job Role Ref: Job Family: Grade: Practice & Governance Manager Legal & Member Services Head of Legal & Member Services

More information

APES 320 Quality Control for Firms

APES 320 Quality Control for Firms APES 320 Quality Control for Firms APES 320 Quality Control for Firms is based on International Standard on Quality Control (ISQC 1) (as published in the Handbook of International Auditing, Assurance,

More information

Making a positive difference for energy consumers. Competency Framework Band C

Making a positive difference for energy consumers. Competency Framework Band C Making a positive difference for energy consumers Competency Framework 2 Competency framework Indicators of behaviours Strategic Cluster Setting Direction 1. Seeing the Big Picture Seeing the big picture

More information

Publishers Note. Anson Reed Limited 145-157 St John Street London EC1V 4PY United Kingdom. Anson Reed Limited and InterviewGold.

Publishers Note. Anson Reed Limited 145-157 St John Street London EC1V 4PY United Kingdom. Anson Reed Limited and InterviewGold. Publishers Note Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act, this publication may only be

More information

Our Code is for all of us

Our Code is for all of us This is Our Code This is Our Code Our Code How we behave forms the character of our company and dictates how others see us. How we conduct ourselves determines if people want to do business with us, work

More information

Salary Range: Hours Per Week: 37 Flexi Monday to Friday Reference No: S136-15 Closing Date: 4.00pm on Friday 19 June 2015

Salary Range: Hours Per Week: 37 Flexi Monday to Friday Reference No: S136-15 Closing Date: 4.00pm on Friday 19 June 2015 Job Title: Salary Range: Location: Department: Permanent / Temporary: Police Forensic Specialist 18,933 to 34,098 per annum (LC5-9) Progression arrangements apply Lancashire Constabulary Headquarters Scientific

More information

Role Context & Purpose

Role Context & Purpose Group Manager Children s Social Care Services Role Profile: Grade: Accountable to: Accountable for: Senior Manager Hay B Service Leader 3-6 direct line reports, plus circa 48 staff that these direct reports

More information

Learning and Development Policy

Learning and Development Policy Learning and Development Policy 1. Purpose This policy sets out how Monitor will manage learning and development in a consistent and fair manner. Monitor believes everyone s performance to be critical

More information

WORLD FOCUS TEAM. Assisting Local Churches and Christians in World Mission. Resource Paper 8

WORLD FOCUS TEAM. Assisting Local Churches and Christians in World Mission. Resource Paper 8 WORLD FOCUS TEAM Assisting Local Churches and Christians in World Mission Challenging & Selecting Preparing & Commissioning The Local Church Caring & Supporting Resource Paper 8 Good Practice for Churches

More information

Crime Bureau Investigator Role Profile

Crime Bureau Investigator Role Profile Crime Bureau Investigator Role Profile Grade: Scale 3-5 Role Code: W 01 02 Reports to: Crime Bureau Team Leader Location: Communications Division Responsible for: No subordinate staff Special requirements

More information

Competency Based Recruitment and Selection

Competency Based Recruitment and Selection Competency Based Recruitment and Selection A Handbook for Managers 2010 March 2010 v2 1 March 2010 v2 2 Table of Contents Introduction...4 1. What are competencies?...4 2. Why use competencies for recruitment

More information

Guidance on a Model Complaints Handling Procedure

Guidance on a Model Complaints Handling Procedure Guidance on a Model Complaints Handling Procedure Scottish Public Services Ombudsman This document is available on request in other languages and formats (such as large print or Braille). SPSO Guidance

More information

MEDINA COUNTY COMMISSIONERS Job Description ASSISTANT COUNTY ADMINISTRATOR COMMISSIONERS

MEDINA COUNTY COMMISSIONERS Job Description ASSISTANT COUNTY ADMINISTRATOR COMMISSIONERS MEDINA COUNTY COMMISSIONERS Job Description ASSISTANT COUNTY ADMINISTRATOR COMMISSIONERS Class #: Class Title: Position Control #:10168.0 Normal Working Hrs : Fr 8 a.m. to 4:30 p.m. County of Employment:

More information

Job Description and Person Specification Schools Direct Trainee Class Teacher (Primary)

Job Description and Person Specification Schools Direct Trainee Class Teacher (Primary) Job Description and Person Specification Schools Direct Trainee Class Teacher (Primary) Lilac Sky Schools Academy Trust Job Description Post: Reports to: Liaising with: Trainee Class Teacher (Primary)

More information

Registered Nurse Southlands Person Specification and Competencies

Registered Nurse Southlands Person Specification and Competencies Competency Profile GROUP COMPETENCY CORE LEVEL OF COMPETENCY A B C D RESULT 1. Customer Focus CUSTOMER ORIENTATION 2. Taking Responsibility 3. Interpersonal Sensitivity 4. Teamwork ALL JOBS 5. Motivation

More information

Position Description

Position Description Position Description Name Position title Vacant Procurement Officer Level Group Section Responsible to Responsibility for staff Corporate Services Property & Procurement Corporate Property Manager None

More information

The post is based at Headquarters. Flexible working hours are required to meet the needs of the business.

The post is based at Headquarters. Flexible working hours are required to meet the needs of the business. Facilities Service Desk Assistant Role Profile Grade: Scale 3 Reports to: Facilities Service Desk Administrator Role Code: 4 08 13 Location: Essex Police Headquarters Responsible for: No Staff Supervisory

More information

Head of Human Resources & Training

Head of Human Resources & Training HR Officer (Payroll) Job Description Accountable to: Responsible for: Main Objectives: Limits of Authority: Pay: Head of Human Resources & Training The production of accurate and timely in-house payroll

More information

SETTING UP YOUR OWN LEGAL BUSINESS

SETTING UP YOUR OWN LEGAL BUSINESS SETTING UP YOUR OWN LEGAL BUSINESS CONTENTS Why do I want my own business? 2 Your business idea 3 Areas of competence and qualifications 4 Reserved legal activities 5 Practice rights 6 What can I call

More information

Customer Service Policy. A Modern & Efficient Council: Improving Customer Service

Customer Service Policy. A Modern & Efficient Council: Improving Customer Service Customer Service Policy A Modern & Efficient Council: Improving Customer Service Preface This policy consists of three parts: Part 1 Commitment to Customers The first part of this policy is designed for

More information

University of York Coaching Scheme

University of York Coaching Scheme University of York Coaching Scheme Guidelines July 2014 Learning and Development Contents Introduction to Coaching... 2 What is the difference between Coaching, Mentoring, Counselling and Mediation?...

More information

Listening skills audit

Listening skills audit Listening skills audit There are 30 statements to consider. Decide how much you agree or disagree with each statement, and circle the appropriate number. Once you re finished, count up your score and see

More information

Chesterfield Borough Council. Internal Communications Strategy. April 2014 - April 2017.

Chesterfield Borough Council. Internal Communications Strategy. April 2014 - April 2017. Appendix 1 Chesterfield Borough Council Internal Communications Strategy April 2014 - April 2017. Section 1: Introduction 1.1 Chesterfield Borough Council s single biggest asset is its employees. 1.2 It

More information

Executive Assistant to CEO

Executive Assistant to CEO JOB DESCRIPTION FOR THE POSITION OF Executive Assistant to CEO Incumbent: Vacant Date developed: September 2012 Date last updated: May 2013 To provide high level administrative and secretarial support

More information

Job Description Job Title: Customer Services Team Prepared by: Mike Brean

Job Description Job Title: Customer Services Team Prepared by: Mike Brean Job Description Job Title: Team Prepared by: Mike Brean Leader Business Unit: Date: 27 March 2009 Purpose of the job: Responsible for the day to day management of a team of customer service officers within

More information

Office Base - Stratford, London; Area London and the East

Office Base - Stratford, London; Area London and the East Title: Location: Finance & Contracts Manager Office Base - Stratford, London; Area London and the East Reward band: XZN Reporting to: Operations Manager London and the East Job purpose: 1. To provide innovative,

More information

Recent Programmes and Workshops Designed and Delivered in Partnership with our Clients

Recent Programmes and Workshops Designed and Delivered in Partnership with our Clients People Management Assertiveness for Women Conflict Management Skills Delegation and Motivation Drug and Alcohol Abuse Diversity Managing Diversity Diversity Welcoming Diversity Equality Training for Managers

More information