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Elements and Performance Criteria

1. Identify and define client needs
   • Identify services required by client, ensuring needs of clients are recognised and addressed.
   • Identify potential difficulties and address or refer for recommended action.
2. Deliver client service
   • Respond to client enquiries.
   • Tailor communication to the situation and the client's specific needs.
   • Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.
   • Undertake remedial actions for clients with specific needs or in potential areas of difficulty.
   • Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.
3. Monitor and improve client service delivery
   • Monitor service delivery and use feedback to and from colleagues to improve personal service.
   • Convey changes in policies and procedures that impact upon client relations.
   • Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.
4. Review client service
   • Monitor procedural aspects of service delivery and maintain records.
   • Seek client feedback and propose changes in response to feedback on service development and delivery.
   • Carry out modifications to client service within limits and area of responsibility.
5. Identify and define client needs
   • Identify services required by client, ensuring needs of clients are recognised and addressed.
   • Identify potential difficulties and address or refer for recommended action.
6. Deliver client service
   • Respond to client enquiries.
   • Tailor communication to the situation and the client's specific needs.
   • Negotiate or use conflict resolution techniques to resolve difficult situations, or refer where appropriate.
   • Undertake remedial actions for clients with specific needs or in potential areas of difficulty.
   • Use accountability measures, including the organisational client service charter, client service records, grievance procedures and/or external review.
7. Monitor and improve client service delivery
   • Monitor service delivery and use feedback to and from colleagues to improve personal service.
   • Convey changes in policies and procedures that impact upon client relations.
   • Seek advice and assistance where necessary, to deal with client service issues, meeting changing needs and achieving service potential.
8. Review client service
   • Monitor procedural aspects of service delivery and maintain records.
   • Seek client feedback and propose changes in response to feedback on service development and delivery.
   • Carry out modifications to client service within limits and area of responsibility.

Performance Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the candidate must demonstrate evidence of performance of the following on at least one occasion.

applying legislation, regulations and policies relating to client service

using communication methods with a diverse range of clients including negotiation and problem solving

using a variety of words and language structures to explain sometimes complex ideas to different audiences

analysing feedback on client service delivery

recommending improvements to client service delivery within organisational constraints

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Knowledge Evidence

Evidence required to demonstrate competence must satisfy all of the requirements of the elements and performance criteria. If not otherwise specified the depth of knowledge demonstrated must be appropriate to the job context of the candidate.

legislation, policies, procedures, standards and guidelines relating to client service

principles of effective client service delivery

client services provided by the organisation

limitations of resources for service delivery

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