Elements and Performance Criteria
- Confirm client service standards.
- Access and interpret client service according to organisational policies and procedures.
- Apply client service standards to the provision of client service activities within the organisation.
- Contribute to the development, refinement and improvement of service policies, standards and processes.
- Identify staff training needs by undertaking a learning needs analysis of staff members who deliver client service activities.
- Implement and evaluate client service systems.
- Monitor implementation of client service systems by staff members.
- Review and analyse client feedback in consultation with appropriate personnel to develop improved work practices.
- Evaluate client service activities to meet organisational quality standards.
- Take corrective action where necessary as part of continuous improvement strategy.
- Organise training where necessary for staff members identified through training needs analysis.
- Maintain records of training undertaken and achieved service levels.