Page 10 - CSCF Document

COMPETENCY DEFINITIONS

Organisational Service Competencies

Take Officers with this competency see things from customers’ perspectives and
01 Customer’s understand their situation. At the higher levels, officers influence others to

Perspective to
focus on the perspectives of customers and create solutions that impact
Resolve Issues service at the systems level.

02 Deliver Efficient Officers with this competency have a good understanding of processes
and procedures (e.g. SOPs, KPIs) and drive necessary changes to improve
Service
Operations productivity and efficiency of service delivery. At the higher levels, officers
scan the environment for preventive and pre-emptive solutions for service
improvements.

Officers with this competency display professionalism under pressure,
03 Build Emotional applying strategies to reframe and disengage from unpleasant encounters.
Resilience
At the higher levels, officers actively put in place support mechanisms to
help others build mental and emotional toughness.

04 Serve with Officers with this competency are able to firmly but tactfully stand their
ground in the face of unreasonable requests and assertive customers. At
Authority
the higher levels, officers act to safeguard the interests of PUB and our
accountability to the public.

Officers with this competency do not allow boundaries to limit their ability to
Work solve problems for customers. They are able to work closely with fellow PUB
05 Collaboratively officers across different departments, and form networks across agencies

with
to achieve shared goals and outcomes for customers. At the higher levels,
Stakeholders officers build a collaborative culture where staff will see themselves as part
of a larger service value chain.

Partner Officers with this competency look beyond the immediate short term
06 Customers for resolution of cases when they are serving customers. They act as a trusted
partner, helping customers choose the best option for the present and
Longer Term
Interest future. At the higher levels, officers galvanise partnerships to create long-
term benefits for customers.

7 | CUSTOMER SERVICE COMPETENCY FRAMEWORK