Submitted by: Submitted by spaggy
Views: 12
Words: 558
Pages: 3
Category: Business and Industry
Date Submitted: 08/29/2015 06:45 PM
CAPABILITY MATRIX
The Senior Customer Service Officer in performing this role, is expected to demonstrate the capabilities at the following levels. |
|
Capability: | Level | Capability: | Level | Capability: | Level |
Customer Focus | 3 | Teamwork | 3 | Building Strategic Partnerships | 3 |
Cultural Awareness | 3 | Taking Ownership | 3 | | |
|
All selection criteria listed in the first column below are specific to this role, and must be addressed by applicants for this position. |
| Team Members - Customer Service Officer (CSO) Rating Against Criteria. |
| | CSO 1 | CSO 2 | CSO 3 |
1. Project Management | Initiates and Plans: Level 3 | 0 | 0 | 3 |
Participates in and/or leads successful projects, using strong communication and organisational skills to balance conflicting priorities and manage resources. | Builds a Team: Level 3 | 0 | 0 | 3 |
| Controls Projects: Level 3 | 0 | 0 | 3 |
| Monitors Projects: Level 3 | 0 | 0 | 3 |
| Evaluates Projects: Level 3 | 0 | 0 | 3 |
2. Communication | Utilises Written Communication Effectively: Level 3 | 2 | 2 | 3 |
Listens, interprets and conveys information in a clear and accurate manner, provides timely delivery of information and selects the most appropriate method of communication. | Communicates Verbally: Level 3 | 2 | 2 | 3 |
| Presents and Facilitates: Level 2 | 1 | 1 | 2 |
| Influences and Negotiates: Level 3 | 1 | 1 | 3 |
| | | | |
3. Analytical Thinking and Problem Solving | Undertake Analysis: Level 2 | 1 | 1 | 2 |
| Solves Problems: Level 2 | 1 | 1 | 2 |
Identifies and analyses situations and/or issues, considers options, develops solutions, and decides on, implements and monitors appropriate solutions. | Demonstrates a Systems Perspective: Level 2 | 1 | 1 | 2 |
| Uses Initiative and Innovation: Level 2 | 1 | 1 | 2 |
| Thinks Strategically Level 2 | 1 | 1 | 2 |
4. Technology | Uses...