Competency Framework Grid
A competency is how successful or efficient someone is able to do a specific job. Working with the Team Customer Service Communication Skills
Level 1:
Entry Level, first job Acts in a fair and respectful way when dealing with others.
Ask open questions to appreciate others’ point of view.
Put forward their own views in a clear and constructive manner, choosing an appropriate communication method.
Write clearly in plain simple language and check work for spelling and grammar. A customer may feel as if they need help to find a specific product or service as they may not be used to the company
Will listen to the views of customers and act sensitively with their problem. The employee will have no experience on how to communicate with other employees and managers as they will not be familiar with everyone yet and their mannerisms of how employees communicate with one another.
Level 2:
One year of experience After one year of experience an employee will know all other employees very well and be able to give good input towards a group and feel confident working as a team. An employee will be more familiar with a company after a year of working there, this means they will be able to answer any questions that customers have and help them with anything they need as they have gained knowledge over the last year. After a years’ experience an employee will understand all the communication skills within the business and be able to communicate with co-workers fast and effectively.
Level 3: Supervisor of a team A supervisor of a team will be able to motivate their employees and give them good and clear instructions. A supervisor will also be able to control the team and not lead them astray. As a supervisor they will be able to deal with any complaints that customers may have and will be able to report them to higher management. A supervisor will also know a lot about the organisation and will be able to help customers and answer any questions they may have. A supervisor will be very skilled when it comes to communication skills as they need have had experience of leading a team and communicating with all members of the group.

Level 4:
Manager of a department or division The employee will have a lot of experience of working in a group at this point, as they will be the one organising staff meetings and running staff training sessions. The employee will also be working with higher managers and will have to communicate with them to pass on any information and come to an overall conclusion about a situation. As a manager, the employee’s main job concerning customers will be to deal with any complaints that they may have and resolve the complaint. A manager won’t usually deal with customers but will be available if an employee needs help with answering a customer’s question. The employee will have lots of experience with communication skills as they would have spent many years with the company and would have developed all the skills needed to communicate with other employees and managers efficiently.
Level 5:
Senior Executive At this level the employee will have years of experience as a manager and will know the ins and outs of the company. The employee will be able to work within a team very efficiently, as they need to communicate with other executives, managers and supervisors. A senior executive will very rarely deal with customers, yet they deal with the business’ stakeholders. They will have previous experience with dealing with customers that they will be able to use when dealing with stakeholders. A senior executive will have very good communication skills that they have gained from years of experience. This will help them to communicate with other managers, employees, stakeholders and interviewing applicants.

Level 1
At this level an employee will not feel very confident around their colleagues and customers as they don’t have enough experience to offer an input or advice. The employee may feel left out with the other employees as they will not know everyone yet and be unconfident around the workplace, which will result in communication breakdown with the employee often feeling embarrassed if they don’t fulfil a task as described. After a few months of experience and training the employee will start to feel more confident so will be able to communicate well with peers and offer help to customers.

Level 2
After a years of experience the employee will feel very comfortable around colleagues, customers and even managers. They will have a lot of knowledge about the company know and will be able to answer any questions that customers have an also offer advice. The employee will be very familiar with the workplace so will be able to follow simple instructions from their employers if they ask them to fetch something from the backrooms. At this point they will feel comfortable enough to offer advice to new employees and help to give them a better understanding of the company. The employee will also have gained very good communication skills over the course of the year and will be able to follow instructions and orders very efficiently and communicate with other employees to pass on messages.

Level 3
At this level the employee will have been with the company for a number of years and will know a lot of information about the company. They will have developed very good communication skills as they have to give instructions to a team, meaning they will have good leadership skills and be have good control over people. They will be very confident around customers as they will have a lot of experience around them, so will be able to offer beneficial advice and answer any questions they may have. As a supervisor they will be called upon to help employees when they are stuck, meaning they will be good at problem solving and finding solutions to problems.

Level 4
At this level the employee will be very respected within the work environment, as they will have gained a lot of experience over the years and have a very clear understanding of the company. They will have very good communication skills and will be able to give clear instructions to a group of employees. A manager will rarely have to deal with a customer, but will be called upon to help other employees deal with customers and have to give authorisation for certain actions such as refunds.
Level 5
At this level the employee will have been with the company for a very long time and gained a lot of experience over the years in order to have been promoted to the senior executive role. They will have full control over the company and will be the one to authorise big actions, such as purchasing new equipment, expanding the business and communicating with the stakeholders. An executive will rarely ever have to deal with customers, but will have all the knowledge and experience in order to answer any questions a customer may have and deal with any complaints. The employee will have very good communication skills as they will need to give instructions to the duty managers and communicate with shareholders.
In conclusion, different employees will have different competencies to do a specific job, in which the organisation will need to use staff training to enhance their employee’s skills. This allows the employees so gain more experience to do their job and also give them a chance for promotion and progress up through the levels where they will have further responsibilities to carry out. Staff training can be used for all levels, including organisational, departmental and individual level. By carrying out these training sessions it allows the company to increase their profit at organisational level , have better customer service and also allow employees at an individual level change their job roles such as have appraisal/performance reviews and learn how they can improve on their personal skills. Training at department level will be able to help with changes such as job roles, team changes, introductions to new equipment, new procedures and many more. In some cases employees need to have the same level of training, such as health and safety training in which the employees will learn about procedures and actions. Same level training will also be needed when learning about new computer software or equipment, in which everyone will need the same training although they may be at different levels. Training is different at different levels, for example leadership training for management or inductions for new employees.