Capability Matrix

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...