Knowledge
·
The organisation: Understands
organisational purpose, activities, aims, values, vision for the future,
resources, and the way that the political/economic environment affects the
organisation.
·
Value of their skills: Knows
organisational structure and demonstrates understanding of how their work
benefits the organisation. Knows how they fit within their team and recognises
how their skills can help them to progress their career.
·
Stakeholders: Has a practical knowledge
of managing stakeholders and their differing relationships to an organisation.
This includes internal and external customers, clients and/or suppliers.
Liaises with internal/external customers, suppliers, or stakeholders from
inside or outside the UK. Engages and fosters relationships with suppliers and
partner organisations.
·
Relevant regulation: Understands laws and
regulations that apply to their role including data protection, health &
safety, compliance etc. Supports the company in applying the regulations.
·
Policies: Understands the organisation's
internal policies and key business policies relating to sector.
·
Business fundamentals: Understands the
applicability of business principles such as managing change, business finances
and project management.
·
Processes: Understands the organisation's
processes, e.g., making payments or processing customer data. Is able to review
processes autonomously and make suggestions for improvements. Applying a
solutions-based approach to improve business processes and helping define
procedures. Understands how to administer billing, process invoices and
purchase orders.
·
External environment factors: Understands
relevant external factors e.g., market forces, policy & regulatory changes,
supply chain etc. and the wider business impact). Where necessary understands
the international/global market in which the employing organisation is placed.
Skills
·
IT: Skilled in the use of multiple IT
packages and systems relevant to the organisation in order to: write letters or
emails, create proposals, perform financial processes, record, and analyse
data. Examples include MS Office or equivalent packages. Able to choose the
most appropriate IT solution to suit the business problem. Able to update and
review databases, record information, and produce data analysis where required.
·
Record and document production: Produces
accurate records and documents including: emails, letters, files, payments, reports,
and proposals. Makes recommendations for improvements and present solutions to
management. Drafts correspondence writes reports and able to review others'
work. Maintains records and files, handles confidential information in
compliance with the organisation's procedures. Coaches others in the processes
required to complete these tasks.
·
Decision making: Exercises proactivity
and good judgement. Makes effective decisions based on sound reasoning and is
able to deal with challenges in a mature way. Seeks advice of more experienced
team members when appropriate.
·
Interpersonal skills: Builds and
maintains positive relationships within their own team and across the
organisation. Demonstrates ability to influence and challenge appropriately.
Becomes a role model to peers and team
members, developing coaching skills as they gain area knowledge.
·
Communications: Demonstrates good
communication skills, whether face-to-face, on the telephone, in writing or on
digital platforms. Uses the most appropriate channels to communicate
effectively. Demonstrates agility and confidence in communications, carrying
authority appropriately. Understands and applies social media solutions
appropriately.
Answers questions from inside and outside
of the organisation, representing the organisation or department.
·
Quality: Completes tasks to a high
standard. Demonstrates the necessary level of expertise required to complete
tasks and applies themself to continuously improve their work. Is able to
review processes autonomously and make suggestions for improvements. Shares
administrative best-practice across the organisation e.g., coaches others to
perform tasks correctly. Applies problem-solving skills to resolve challenging
or complex complaints and is a key point of contact for addressing issues.
·
Planning and organisation: Takes
responsibility for initiating and completing tasks, manages priorities and time
in order to successfully meet deadlines. Positively manages the expectations of
colleagues at all levels and sets a positive example for others in the
workplace. Makes suggestions for improvements to working practice, showing
understanding of implications beyond the immediate environment (e.g., impact on
clients, suppliers, other parts of the organisation). Manages resources e.g.,
equipment or facilities. Organises meetings and events, takes minutes during meetings,
and creates action logs as appropriate. Takes responsibility for logistics e.g.,
travel and accommodation.
·
Project management: Uses relevant project
management principles and tools to scope, plan, monitor and report. Plans
required resources to successfully deliver projects. Undertakes and leads
projects as and when required.
Behaviours
·
Professionalism: Behaves in a
professional way. This includes: personal presentation, respect, respecting and
encouraging diversity to cater for wider audiences, punctuality and attitude to
colleagues, customers, and key stakeholders. Adheres to the organisation's code
of conduct for professional use of social media. Acts as a role model,
contributing to team cohesion and productivity – representing the positive
aspects of team culture and respectfully challenging inappropriate prevailing
cultures.
·
Personal qualities: Shows exemplary
qualities that are valued including integrity, reliability, self-motivation,
being pro-active and a positive attitude. Motivates others where responsibility
is shared.
·
Managing performance: Takes
responsibility for their own work, accepts feedback in a positive way, uses
initiative and shows resilience. Also takes responsibility for their own
development, knows when to ask questions to complete a task and informs their
line manager when a task is complete. Performs thorough self-assessments of
their work and complies with the organisation's procedures.
·
Adaptability: Is able to accept and deal
with changing priorities related to both their own work and to the
organisation.
·
Responsibility: Demonstrates taking
responsibility for team performance and quality of projects delivered. Takes a
clear interest in seeing that projects are successfully completed, and customer
requests handled appropriately. Takes initiative to develop own and others'
skills and behaviours.