Elements and Performance Criteria
- Plan and organise the work of a personal services team.
- Develop and promote organisation's personal services values, goals, objectives and workplace procedures.
- Establish and communicate service procedures that reflect the organisation's personal service values, goals, objectives and workplace culture.
- Explain the role and importance of personal service within the organisation's strategic and business goals to the workplace team.
- Promote the importance of each team member's role, responsibilities and accountabilities in delivering effective personal service.
- Apply techniques to engage team members in planning and organising their personal services work.
- Allocate work to utilise strengths and attributes of the individuals that make up the team.
- Motivate team members to work together to raise their personal service performance.
- Ensure delivery of quality personal service.
- Give team members support and direction when they need help.
- Encourage team members to work together to improve personal service.
- Assist team members to overcome difficulty in meeting personal service standards, using leadership, supervision, coaching and mentoring.
- Identify and provide information, support and resources required by the team in order to provide quality customer service.
- Review, adjust and improve personal service practice.
- Develop and use strategies to monitor progress in achieving service targets.
- Develop and use strategies to achieve and interpret client feedback and share information with team members.
- Check that team members understand what action is required to improve their own approach to personal service and why that is important.
- Identify where personal service could be improved through staff training and development.
- Organise and monitor personal services team development and training activities.
- Develop, procure and use resources effectively to provide quality personal services to clients.
- Manage records, reports and recommendations within the organisation's systems and processes.