Customer Insight

CDWP Competency Framework for the node incursion Profession Delivering a Professional Service Delivers a professional renovation that contributes to agreemental effectiveness by Delivering a guest Foc theatrical roled Service Develops and passs client-led helper by Analysing, up(p) and Changing Analyses and uses evidence to inform improvement and deliver change by Managing People and mental process Manages people and resources, and applies project and course of instruction management techniques, to make noble proceeding and mensurate for money by Building Capability conductBuilds capability to incur current and future ancestry needs by continuous learning and by communicating in ship canal that support productive working relationships by Developing noesis and Skills Develops knowledge and skills to meet current and future business concern needs. Leads by pillowcase to deliver business results by Knowing the Business Understands the organisation and its nodes a nd how customer acuteness can contribute to improved utilitys for customers. Responding to guest require Seeks to understand customer requirements and deliver services that are responsive to several(a) customer needs.Providing Excellent Customer Service Meets customer needs through excellent customer service. Analysing and using Evidence Uses entropy to understand performance and make decisions. Deploying People and Resources effectively Uses resources flexibly and creatively in ship canal that promote diversity and support the principles of sustainable victimisation. Delivering Results Manages performance to deliver business objectives and meet performance standards. Managing Finance Monitors and manages finances to ensure value for money.Demonstrating legality Demonstrates integrity at all times. Demonstrating Customer perceptiveness Expertise Understands customer taste tools and techniques and uses them to generate perceptivitys which lead to an improved service and experience for DWP customers. Improving Performance Continuously Seeks and implements ways of improving performance. Working Collaboratively Works collaboratively in ways that value diversity and add to efficiency. Providing Direction Provides and communicates clear concern to achieve DWP strategic objectives.Building Customer Insight Capability Establishes effective stakeholder relationships and contributes to an increase capability across the organisation for insight generation and application. Engaging with permute Implements change in support of DWP strategic objectives. communication with Impact Communicates in ways that promote brain and maintain confidentiality. DWP Competency Framework for the Customer Insight Profession Delivering a Professional Service Knowing the BusinessUnderstands the organisation and its customers and contributes to its success by Performing in a way that demonstrates understanding of their intention within customer insight Working in ways that supports the aims, visions and values of the organisation in being an exemplar of customer service Understand whats most important to DWP customers and the role customer insight plays in developing the customers service experience Working in ways that support learning from customer feedback Working in ways that meet the requirements of the DWP Customer Charter.LEVEL Analysing, Improving and Changing Analysing and Using Evidence Delivering a Customer Focused Service Responding to Customer Needs Investigates, understands and responds to the needs of customers internal and orthogonal by Using appropriate questioning techniques Building and maintaining excellent relationships with customers Responding to customer feedback Treating all customers fairly and with regard to diverse needs.Uses information to assess patterned advance and make decisions by Identifying and interpreting relevant sources of information Organising information in a way that helps analysis Extracting a nd presenting information appropriately. 1 Demonstrating Customer Insight Expertise Demonstrates expertise by Maintains awareness of relevant customer insight tools and techniques Giving colleagues and customers a positive impression of themselves and the organisation Using information to inform customer insight decisions and making improvements within their area of ork Providing well based advice to inform actions in response to customer issues, such as complaint handling/ right. Providing Excellent Customer Service Delivers excellent customer service by Using skills and resources to deliver the best possible service Dealing with customer requests, queries and problems Meeting customer service standards and requirements. Improving Performance ContinuouslyLooks for better ways of working to improve performance of self and team up by Reviewing own performance to identify areas for improvement Considering a guide of draw closees when determining how to do things better. Building Customer Insight Capability Builds believe with stakeholders by Maintaining a working knowledge of relevant customer insight activity being conducted Maintaining a working knowledge of complaints handling/redress policy Taking pride in their work, the service they offer and the benefits for the customer Demonstrating a proven track record for customer service, delivery and capability.Engaging with change over Helps make changes work by Seeking clarification if unsure around reasons for change Supporting the implementation of change by making plastic suggestions Helping others during times of change and respecting their rights to different views and ideas. DWP Competency Framework for the Customer Insight Profession Managing People and Performance Delivering ResultsKnows what is required in their sidereal day to day work and takes responsibility for working to a consistently high standard by Agreeing role requirements with those they report to and work with Pla nning and managing periodic workload to meet agreed targets and deadlines Consistently applying policies and procedures that are relevant to the role Recognising and reporting risks to the successful completion of work Making best use of the available technology and ensuring security of personal and other official information.LEVEL Leading Demonstrating Integrity Building Capability Developing Knowledge and Skills Develops the knowledge and skills required to meet the requirements of the job and the objectives of the team by Understanding their own strengths and teaching needs, taking into account feedback from others Seeking new and better learning and development opportunities, including those available as part of their daily work activity Applying and sharing skills and knowledge learned Giving constructive feedback to colleagues. Displays integrity and honesty by Keeping promises and fulfilling commitments Being able to admit when they have made a mistake Building relationships which balance achieving the task with an appreciation of others needs. Deploying People and Resources Effectively Makes best use of own time and other resources by observe how their time is used and proposing more efficient ways of working minify wastage and encouraging others to do the same Considering the environmental impact of their actions.Working Collaboratively Adopts a business-like approach to working relationships that respects diversity and contributes to effective team working by Listening and responding positively to people with differing views and opinions Providing honest and constructive feedback and challenging negative behaviours Working with others to achieve team objectives Responding appropriately to diverse needs of others. Managing FinanceHelps to achieve value for money by Applying relevant financial and procurement procedures Considering value for money of all their actions Raising relevant queries on financial reporting. Communica ting with Impact Communicates clearly taking account of individual need by Adapting communication style to the needs of the audience Presenting own views clearly and construct on the views of others Safeguarding personal and other sensitive, official information.