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Elements and Performance Criteria

1. Collect customer service performance information
   • Service performance data for the broking client is obtained, according to service plan timetable
   • Performance data is collated and reviewed against planned outcomes
2. Analyse performance data and report outcomes
   • Variations of performance against planned outcomes are identified and reasons established
   • Information on how the brokerage service plan compares with competition and best practice is analysed and evaluated
3. Determine action required
   • Required changes to aspects of customer service plan are identified
4. Implement action plan
   • Strategies to respond to changes in customer service needs are incorporated in customer service plan and implemented
   • Measures to establish if changes have been effective are implemented

Required Skills

Required skills

welldeveloped communication skills to determine and confirm information using questioning and active listening techniques liaise with others share information listen and understand write clear and accurate reports use language and concepts appropriate to cultural differences numeracy and IT skills to perform calculations related to achieving required outcomes use computer applications word processing spreadsheet database specific purpose computer systems to assist in achieving required outcomes access and update records electronically access webbased information services welldeveloped literacy skills to read and interpret documentation from a variety of sources and record and consolidate relevant related information research and analysis skills for accessing and interpreting relevant information interpersonal skills organisational skills including the ability to plan and sequence work auditing skills data analysis and interpretation skills

Required knowledge

organisation policies and procedures industry compliance requirements industry market position relative to productline of business

Evidence Required

The Evidence Guide provides advice on assessment and must be read in conjunction with the performance criteria required skills and knowledge range statement and the Assessment Guidelines for the Training Package
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit	Evidence of the ability to perform high level analysis and effective decision making conduct timely performance reviews analyse service results and recommend appropriate actions
Context of and specific resources for assessment	Assessment must ensure competency is demonstrated in the context of the work environment and conditions specified in the range statement either in a relevant workplace or a closely simulated work environment access to and the use of a range of common office equipment technology software and consumables access to organisation records access to organisational policies and procedures
Method of assessment	A range of assessment methods should be used to assess practical skills and knowledge The following examples in combination are appropriate for this unit evaluating an integrated activity which combines the elements of competency for the unit or a cluster of related units of competency observing processes and procedures in workplaces verbal or written questioning on underpinning knowledge and skills evaluating samples of work accessing and validating third party reports setting and reviewing workplace projects and business simulations or scenarios
Guidance information for assessment

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Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Service performance data may include:	claims rejected client feedback client files complaints cost outstanding claims portfolio results premium collection profitability program lapses records renewal rate response times.

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