Work must be carried out in compliance with the relevant regulations.
Work is performed under general supervision. It involves the application of the routine procedures to the coordination of quality customer service.
Not applicable.
Elements and Performance Criteria | |||
Element | Performance Criteria | ||
1 | Plan to meet internal and external customer requirements | 1.1 | The needs of customers are researched, understood and assessed, and taken into account in the planning of the company's products and services |
1.2 | Provision is made in plans to achieve the quality, time and costs specifications agreed with customers | ||
2 | Ensure delivery of quality service | 2.1 | Individual/team performance consistently meets quality, safety, resource and delivery standards |
2.2 | Coaching and mentoring assists colleagues overcome difficulty in meeting customer service standards | ||
2.3 | Delivery of services and products is coordinated and managed to ensure it effectively and efficiently meets agreed quality standards | ||
3 | Monitor, adjust and report customer service | 3.1 | Company's systems are used to monitor progress in achieving product/service targets and standards |
3.2 | Customer feedback is sought and used to improve the provision of products/services | ||
3.3 | Decisions to overcome identified problems with products/services are made in consultation with relevant individuals/groups | ||
3.4 | Adjustments/recommendations (as required) are made to products/services | ||
3.5 | Those who have a role in products/services planning and delivery are informed of changes | ||
3.6 | Records, reports and recommendations are managed within the company's systems and processes | ||
REQUIRED KNOWLEDGE AND SKILLS |
This describes the essential knowledge and skills and their level required for this unit. |
Required knowledge: |
Relevant Australian and state and territory standards, regulations and codes of practice |
OH&S procedures and guidelines relevant to workplace operations |
Risks involved in workplace operations and related precautions to control the risk |
Workplace procedures and policies for the coordination of quality customer service in workplace operations |
Customer and market characteristics |
The role of customer service in company profitability |
Requirements of workplace systems and operations and relevant equipment |
Required skills: |
Communicate effectively with others when coordinating quality customer service |
Read and interpret instructions, procedures, information and signs relevant to the coordination of quality customer service |
Interpret and follow operational instructions and prioritise work |
Complete documentation related to the coordination of quality customer service |
Operate electronic communication equipment to required protocol |
Work collaboratively with others when coordinating quality customer service |
Adapt appropriately to cultural differences in the workplace, including modes of behaviour and interactions with others |
Promptly report and/or rectify any identified problems that may arise when coordinating quality customer service in accordance with regulatory requirements and workplace procedures |
Implement contingency plans for unanticipated situations that may occur when coordinating quality customer service |
Monitor work activities in terms of planned schedule |
Modify activities depending on differing operational contingencies, risk situations and environments |
Apply relevant agreements, codes of practice or other legislative requirements to work processes |
Identify and correctly use equipment, processes and procedures |
Work systematically with required attention to detail without injury to self or others, or damage to goods or equipment |
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required knowledge and skills, the range statement and the assessment guidelines for this Training Package. | |
Critical aspects for assessment and evidence required to demonstrate competency in this unit | The evidence required to demonstrate competency in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria of this unit and include demonstration of applying: the underpinning knowledge and skills relevant legislation and workplace procedures other relevant aspects of the range statement |
Context of and specific resources for assessment | Performance is demonstrated consistently over a period of time and in a suitable range of contexts Resources for assessment include: a range of relevant exercises, case studies and other simulated practical and knowledge assessment, and/or access to an appropriate range of relevant operational situations in the workplace In both real and simulated environments, access is required to: relevant and appropriate materials and/or equipment, and/or applicable documentation including workplace procedures, regulations, codes of practice and operation manuals |
Method of assessment | Assessment of this unit must be undertaken by a registered training organisation As a minimum, assessment of knowledge must be conducted through appropriate written/oral tests Practical assessment must occur: through appropriately simulated activities at the registered training organisation, and/or in an appropriate range of situations in the workplace |
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. | |
Operations may be conducted: | in a range of work environments and weather conditions by day or night |
Customers may be: | internal or external |
Operations may be undertaken: | on- or off-base site or workplace |
Coordination of workplace policies for the provision of customer service may include: | level of service provision scheduling of operations delivery of services |
Consultative processes may involve: | clients other employees and supervisors management union representatives industrial relations and OH&S specialists other professional or technical staff local government authorities |
Hazards may include: | vehicular traffic and pedestrians uneven ground, steps, road surfaces dust and vapours hazardous or dangerous materials humidity, air temperature and radiant heat light including UV noise |
Depending on the type of organisation concerned and the local terminology used, workplace procedures may include: | company procedures enterprise procedures organisational procedures established procedures |
Communication in the work area may include: | fixed phone mobile phone fax internet radio oral, aural or signed communications |
Information/documents may include: | operations manuals induction documentation competency standards and training materials manufacturers specifications for relevant equipment Dangerous Goods Code, Explosives Code, HAZCHEM codes and other regulations pertaining to the delivery of mail workplace procedures and policies for the preparation of mail for delivery supplier and/or client instructions award, enterprise bargaining agreement, other industrial arrangements standards and certification requirements customer service and quality assurance standards and procedures emergency procedures |
Applicable regulations and legislation may include: | state/territory roads and traffic authority road rule and licence requirements Australian Dangerous Goods Code, Explosives Code, HAZCHEM codes, and other relevant regulations pertaining to the delivery of mail relevant state/territory environmental protection legislation relevant state/territory OH&S legislation |
Not applicable.
The required outcomes described in this unit of competency contain applicable facets of Employability Skills. The Employability Skills Summary of the qualification in which this competency is packaged will assist in identifying employability skill requirements.
Not applicable.