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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

1. Analyse client needs
   • Consult key stakeholders and clients to determine options for addressing client needs.
   • Understand options for service delivery to match client services to client needs.
   • Develop and maintain records of client needs.
   • Identify client requirements and review client feedback.
   • Review service delivery to ensure it satisfies requirements of clients.
2. Deliver service that satisfies changing client requirements
   • Provide current and relevant information and materials to clients in accordance with their needs.
   • Ensure service delivery is based on current client requirement information.
   • Reflect current good practice in client service delivery.
   • Identify and address problems in client service delivery.
   • Implement improvements to client services practices and procedures within the area of responsibility.
3. Secure employee commitment to the provision of client service
   • Adopt a consultative approach within the business unit to formulate service delivery standards.
   • Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.
   • Identify and recognise quality client service provided by individuals or workgroups.
   • Model quality client service for employees within the business unit.
4. Promote client service
   • Market service to potential clients.
   • Identify potential areas of difficulty in client services and recommend solutions.
   • Resolve client concerns about the service and refer complaints of a serious nature to senior staff.
   • Action responses to clients within an acceptable timeframe.
5. Monitor client services
   • Use relevant information on markets and trends to review client service delivery.
   • Develop performance indicators to monitor and improve client service delivery.
6. Analyse client needs
   • Consult key stakeholders and clients to determine options for addressing client needs.
   • Understand options for service delivery to match client services to client needs.
   • Develop and maintain records of client needs.
   • Identify client requirements and review client feedback.
   • Review service delivery to ensure it satisfies requirements of clients.
7. Deliver service that satisfies changing client requirements
   • Provide current and relevant information and materials to clients in accordance with their needs.
   • Ensure service delivery is based on current client requirement information.
   • Reflect current good practice in client service delivery.
   • Identify and address problems in client service delivery.
   • Implement improvements to client services practices and procedures within the area of responsibility.
8. Secure employee commitment to the provision of client service
   • Adopt a consultative approach within the business unit to formulate service delivery standards.
   • Encourage sections, workgroups and individuals to suggest and action strategies to improve service delivery.
   • Identify and recognise quality client service provided by individuals or workgroups.
   • Model quality client service for employees within the business unit.
9. Promote client service
   • Market service to potential clients.
   • Identify potential areas of difficulty in client services and recommend solutions.
   • Resolve client concerns about the service and refer complaints of a serious nature to senior staff.
   • Action responses to clients within an acceptable timeframe.
10. Monitor client services
    • Use relevant information on markets and trends to review client service delivery.
    • Develop performance indicators to monitor and improve client service delivery.

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.

marketing and promoting client services

engaging in oral and written clarification of issues

negotiating variations and changes with clients

using appropriate language and style for written submissions

explaining complex ideas to different audiences

networking with clients, suppliers and stakeholders

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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.

legislative and regulatory frameworks influencing the provision of client services

current developments in effective client services delivery

the constraints on the provision of client service caused by the availability of resources and the likelihood that client needs have to be prioritised and rationed

the relationships between effective management of diversity and satisfying client needs

organisational goals and policies relating to client service delivery

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