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Course contents

• Use a range of questioning skills, including listening and responding in a way that builds rapport, determines customer needs and expectations and achieves positive engagement and delivery.

• Depending on your job role and work environment: Use appropriate verbal and non-verbal communication skills, along with summarising language during face-to-face communications; and/or

• Depending on your job role and work environment: Use appropriate communication skills, along with reinforcement techniques (to confirm understanding) during non-facing customer interactions.

• Depending on your job role and work environment: Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflect the organisation’s brand.

• Provide clear explanations and offer options in order to help customers make choices that are mutually beneficial to both the customer and your organisation.

• Be able to organise yourself, prioritise your own workload/activity and work to meet deadlines.

• Demonstrate patience and calmness.

• Show you understand the customer’s point of view.

• Use appropriate sign-posting or resolution to meet your customers needs and manage expectations.

• Maintain informative communication during service recovery.

Course contents

To be discussed on selection

Course contents

• Record transactional data.

• Use the organisation’s standard tools and processes to examine data to identify transactional issues such as, reconciliations and inconsistencies between invoices.

• Recognise and rectify routine errors, escalating as necessary.

• Plan and review accounting and finance tasks.

• Communicate with stakeholders to deliver accurate and timely results, avoiding jargon, using language tailored to the audience and different media methods with an appreciation of the risks and benefits to the business of social media and other digital applications.

• Use finance and accounting software packages to accurately input and manage data to contribute to routine accounting tasks.

• Handle data and digital technology in line with cyber and data security requirements, using data securely and safely, including backing up data.

• Record transactional data.

• Use the organisation’s standard tools and processes to examine data to identify transactional issues such as, reconciliations and inconsistencies between invoices.

• Recognise and rectify routine errors, escalating as necessary.

• Plan and review accounting and finance tasks.

• Communicate with stakeholders to deliver accurate and timely results, avoiding jargon, using language tailored to the audience and different media methods with an appreciation of the risks and benefits to the business of social media and other digital applications.

• Use finance and accounting software packages to accurately input and manage data to contribute to routine accounting tasks.

• Handle data and digital technology in line with cyber and data security requirements, using data securely and safely, including backing up data.

Course contents

• Service Delivery: Delivers excellent customer service on a range of HR queries and requirements, providing solutions, advice and support primarily to managers. Builds managers’ expertise in HR matters, improving their ability to handle repeated situations themselves where appropriate. Uses agreed systems and processes to deliver service to customers. Takes the initiative to meet agreed individual and team KPIs in line with company policy, values, standards. Plans and organises their work, often without direct supervision, to meet commitments and KPIs.

• Problem Solving: Uses sound questioning and active listening skills to understand requirements and establish root causes before developing HR solutions. Takes ownership through to resolution, escalating complex situations as appropriate.

• Communication & Interpersonal: Deals effectively with customers/colleagues, using sound interpersonal skills and communicating well through a range of media eg phone, face to face, email, internet. Adapts their style to their audience. Builds trust and sound relationships with customers. Handles conflict and sensitive HR situations professionally and confidentially.

• Teamwork: Consistently supports colleagues /collaborates within the team and HR to achieve results. Builds/maintains strong working relationships with others in the team and across HR where necessary.

• Process Improvement: Identifies opportunities to improve HR performance and service; acts on them within the authority of their role. Supports implementation of HR changes/projects with the business.

• Managing HR Information: Maintains required HR records as part of services delivered. Prepares reports and management information from HR data, with interpretation as required.

• Personal Development: Keeps up to date with business changes and HR legal/policy/process changes relevant to their role. Seeks feedback and acts on it to improve their performance and overall capability.