Page 11 - CSCF Document

COMPETENCY DEFINITIONS

Service Planning Competencies

Develop Service Officers with this competency understand and implement PUB service
01 Strategies, strategies and policies. At the higher levels, officers develop customer-

Guidelines and
focused strategies and garner peer support to drive necessary change to
Change Initiatives create agency-wide impact.

02 Design Officers with this competency understand the need for customer segmentation
and differentiated service models to meet customers’ needs. At the higher
Customer
levels, officers develop an environment supporting service innovation that
Experiences
leads to enhanced customer experiences.

Officers with this competency manage service data, understand what is
03 for Service required to analyse it and where to obtain the necessary expertise and
Use Data
resources. At the higher levels officers draw insights from the analysis and
Improvement
use it to influence PUB service policies.

Officers with this competency develop, manage and uphold service quality
04 Quality and standards as well as handle exception cases. At the higher levels, officers
Uphold Service

Standards provide guidance for sensitive cases and drive process improvement
initiatives at a systemic level.

05 Build a Service Officers with this competency develop a culture with a learning mindset,
genuinely listening to ideas from colleagues, employees and partners for
Culture
improved service delivery. At the higher levels, officers translate the service
vision into the way officers are engaged, trained and recognised.

Contact Centre Competency

Officers with this competency use service skills to handle customer feedback
01 Manage and queries over the phone & other channels within service standards.
At the higher levels, officers manage the operations of the service team,
Contact Centre
integrating systems, processes and resources to facilitate high levels of
frontline customer service.

CUSTOMER SERVICE COMPETENCY FRAMEWORK | 8