Vocational Professional Expert Leader Customer service* roles; Supervisor/manager of customer May have team managers as Responsible for setting/agreeing Reacting to customer requests; service roles; direct reports; strategic direction Providing a responsive or reactive Has professional Responsibility for 1 or more service; knowledge/qualification; service; Someone who isn’t a manager of Uses the knowledge to make Project management; people or service; decisions within defined Consultancy advice; Someone who has direct parameters Likely to be considered an interaction with customers Uses own judgement to make in their field; “expert” (by phone or face-to-face) decisions A facilitator; A deliverer of service Will be likely to have a high level of autonomy; *Customers can be internal or Uses own judgement to make external complex decisions; Has breadth of decision making responsibility Example jobs by (please note these are only a guide) Administrator HR Advisor Service Manager Director Finance Assistant Financial Accountant Professional/Technical advisor Head of Department Housing Officer Area Surveyor Assistant Director PA Team Manager CSC Officer Development Officer Sales Consultant TVHA CORE COMPETENCY FRAMEWORK
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
Competency-Framework.docx