Is clear and precise in oral communication
Is clear and precise in written communication
Makes best use of available means of communication
Communicates effectively to different audiences
Generates interest and enthusiasm in others
Translates technical terms into formats appropriate for their audience
Considers and acts upon communication requirements of different audiences
Produces effective communication and marketing plans
Can simplify and disseminate complex information
Is able to interpret a brief, and create and deliver an effective presentation
Is an effective and inspirational speaker
Is persuasive and influential when conversing with others
Enhances communication and marketing through the development and implementation of communication and marketing strategies
Teamworking
Provides support for colleagues on own initiative
Understands own and others roles within the team
Recognises the need for teamwork
Energetically pursues team targets
Willingly undertakes different team roles
Forms good working relationships with other teams
Builds team effectiveness
Sets and communicates direction for a team
Generates enthusiasm for team and individual goals
Able to select team members according to business needs and individual development requirements
Role models team working
Identifies and manages the collective responsibility of the team
Aims to develop the team’s collective ability
Planning and Time Management
1
Completes tasks allocated on time
Understands the scarcity of the time resource and the requirement to manage it
Prioritises according to departmental policy
Manages conflicting priorities in own work
2
Plans own workload to ensure completion
Monitors progress against targets and takes corrective action when required
Accurately plans out activities according to workload requirements
Works methodically
3
Ensures that resources within a project or task are best deployed to meet targets
Delegates tasks effectively to others and ensures that they have the skills to succeed
Uses past experience to inform project planning and work allocation
Resolves priority conflicts for team members
4
Allocates assignments in the most efficient way
Recognises the importance of making personal time available for individual person management
Generates options to address resource issues
Is solutions-focused
IT Literacy
Demonstrates basic knowledge of relevant IT packages and systems
Uses this knowledge to perform own work efficiently
Demonstrates good knowledge of relevant IT packages and systems
Actively seeks to extend competence in information systems
Able to use relevant specialist software in the department
Able to use records management software packages
Coaches colleagues in the use of software and hardware
Identifies requirements for new, or new versions of, software applications
Maintains a good level of knowledge of IT developments
Advises colleagues on IT issues
Flexibility
1
Willing to accept changes to job content
Adapts personal schedule to meet critical demands and to support colleagues
Is responsive to client and/or client needs
2
Moves willingly between different jobs
Works easily with different people
Displays ability to apply policy flexibly
Works effectively in a changing environment
3
Initiates and manages change
Is professionally innovative
Demonstrates ability to alter management style to suit different situations
Is results orientated
4
Role models and encourages flexibility in others
Creates a flexible culture for others
Seeks to improve performance and the working environment through change and innovation
Customer Care
Understands the importance of ongoing customer care
Adjusts personal style to deal with different customers
Recognises the importance of service levels
Builds relationships at a number of different levels in a customer’s organisation
Has systematic contact with customers on a regular basis
Formulates and manages service level agreements with customers
Actively solicits feedback from customers
Ensures continuity of service levels through mentoring and coaching
Makes every effort to ensure that customers have the necessary resources to meet required records management standards
Monitors service levels of a number of customers
Coaches others in customer care
Develops policies for achieving close and effective relationships with customers
Actively develops relationships with customers at a senior level
Seeks and uses feedback from customers to improve customer care
