Proactively Takes Portfolio Fail identify, generate responsibility Reflective Pass and develop peer for acting as a discussion Distinction and professional formal relationships and representative networks both of the within and outside organisation the organisation. within own organisation or the wider marketplace. Take into account Confidently Portfolio Fail different needs, explores and Reflective Pass expectations and uses a range of discussion Distinction personal styles behavioural when interacting styles to with stakeholders. communicate effectively with stakeholders at all levels within and/or outside the organisation. Use relationships to No distinction Portfolio Fail deliver excellent differentiator. Reflective Pass customer service discussion and business outcomes. Take action to Works Portfolio Fail improve the collaboratively Reflective Pass reliability of to evaluate discussion Distinction customer service customer based on customer service feedback, gaining feedback in the help and order to support of others. identify trends in the reliability of customer service. Share knowledge Actively seek Portfolio Fail and experience opportunities Reflective Pass with colleagues to to build own discussion Distinction empower them to knowledge and resolve customer experience of issues in unfamiliar customer situations. issues beyond the immediate requirements of the role and
Proactively identify, generate and develop peer and professional relationships and networks both within and outside the organisation. Takes responsibility for acting as a formal representative of the organisation within own organisation or the wider marketplace. Portfolio Reflective discussion Fail Pass Distinction Take into account different needs, expectations and personal styles when interacting with stakeholders. Confidently explores and uses a range of behavioural styles to communicate effectively with stakeholders at all levels within and/or outside the organisation. Portfolio Reflective discussion Fail Pass Distinction Use relationships to deliver excellent customer service and business outcomes. No distinction differentiator. Portfolio Reflective discussion Fail Pass Take action to improve the reliability of customer service based on customer feedback, gaining the help and support of others. Works collaboratively to evaluate customer service feedback in order to identify trends in the reliability of customer service. Portfolio Reflective discussion Fail Pass Distinction Share knowledge and experience with colleagues to empower them to resolve customer issues in unfamiliar situations. Actively seek opportunities to build own knowledge and experience of customer issues beyond the immediate requirements of the role and Portfolio Reflective discussion Fail Pass Distinction
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