organizational boundaries. A3.2 Good customer Is unaware of the Understands the Promotes and delivers a Promotes good Is able to create, Service. need for good need for good culture of good customer customer service and establish and monitor a customer service in customer service and service across the team. takes action where good customer service the department. applies it within expectations fall. culture in the role. department and wider stakeholder and partnerships. A3.3 Standard Is unaware of SOPs Is aware of the SOPs Uses SOPs that are Has a full understanding Reviews and challenges Operating Procedures in the office. that are relevant to relevant to their post, can of all SOPs in the SOPs on local and (SOPs). their role but does train others in their use department and any national merit. not understand the and is proactive in updating required and wider implications. identifying any changes can train others in their required. use. A3.4 Role of service Is unaware of the Is aware of the role of Is aware of and ensures Works with investigators Engages with support support departments. role of service service support investigators and other and service support departments to ensure support departments in the users are aware of the role departments from an research is appropriately departments. delivery of research. of service support early point to ensure supported and delivered departments in their research gets at a strategic level. Takes research. Uses early undertaken and remedial actions when assessment tools (e.g. the delivered effectively. necessary. Research Support Service Framework planning tool).
organizational boundaries. A3.2 Good customer Service. Is unaware of the need for good customer service in the department. Understands the need for good customer service and applies it within role. Promotes and delivers a culture of good customer service across the team. Promotes good customer service and takes action where expectations fall. Is able to create, establish and monitor a good customer service culture in the department and wider stakeholder and partnerships. A3.3 Standard Operating Procedures (SOPs). Is unaware of SOPs in the office. Is aware of the SOPs that are relevant to their role but does not understand the wider implications. Uses SOPs that are relevant to their post, can train others in their use and is proactive in identifying any changes required. Has a full understanding of all SOPs in the department and any updating required and can train others in their use. Reviews and challenges SOPs on local and national merit. A3.4 Role of service support departments. Is unaware of the role of service support departments. Is aware of the role of service support departments in the delivery of research. Is aware of and ensures investigators and other users are aware of the role of service support departments in their research. Uses early assessment tools (e.g. the Research Support Service Framework planning tool). Works with investigators and service support departments from an early point to ensure research gets undertaken and delivered effectively. Engages with support departments to ensure research is appropriately supported and delivered at a strategic level. Takes remedial actions when necessary.
Competencies%20-%20Nov%202013.docx