Executive Officer

Digital Focus

• Maximises the use of technology and digital skills to drive efficiencies and support better service delivery

Openness to Change

• Shows interest and openness to change, innovation and new technology or processes, actively exploring the practicalities and providing feedback or suggestions
• Willing to try new approaches, seeking support when needed and openly sharing and learning from mistakes

Innovation & Creative Solutions

• Actively puts forward innovative ideas, creative solutions or helpful suggestions

Upskilling for the Future

• Enthusiastic about development opportunities, demonstrating a positive attitude, openness to feedback and willingness to learn
• Committed to improving knowledge and skills for the future
• Aware of own strengths and development areas

Delivering Excellence

Managing Work Effectively

• Manages, plans and prioritises workload to ensure targets and deadlines are met
• Works in a systematic, organised and efficient manner
• Has good oversight of their teams work and puts procedures in place to track quality and productivity
• Ensures they have a sufficient workload, seeks additional work and uses appropriate initiative to take on other tasks

Delivering Quality Outcomes & Service

• Delivers high quality standards with excellent attention to detail and accuracy
• Ensures high quality, professional customer service, resolving complex issues and queries and prioritising customer experience

Attitude, Initiative & Flexibility

• Demonstrates ownership, initiative and responsibility over work, becoming self-sufficient in their own area of responsibility
• Maintains resilience and a ‘can-do’ attitude when learning new skills or working under pressure, seeking support when needed
• Flexible, agile and resilient in the face of challenges or changing demands

Managing Information, Problems & Decisions

Gathering & Processing Information

• Can gather, understand, utilise and analyse information from a range of different sources
• Manages all information and data carefully, particularly with sensitive or confidential matters
• Correctly processes and interprets verbal information, in a timely manner
• Accurately evaluates numerical information and data, in a timely manner

Problem Solving

• Identifies and solves complex problems, with the support of their team if needed
• Escalates issues appropriately, communicating all relevant information and suggesting possible solutions

Informed Judgement & Decision Making

• Makes balanced judgements and decisions, considering the available information, previous learnings and following the relevant procedures or protocol
• Makes appropriate and timely decisions on matters within own remit, seeking support and referring decisions upward, where necessary

Leading, Supporting & Developing

Leading, Developing & Including Others

• Leads, supports and motivates the team to achieve set goals
• Works well with diverse teams, ensuring their colleagues are included, heard, supported and valued
• Offers coaching, guidance and feedback to others to support their development

Empowerment, Trust & Honesty

• Empowers their team and colleagues by delegating tasks and showing trust
• Works with integrity, honesty and accountability

Social & Emotional Awareness

• Prioritises wellbeing for self and others, showing consideration, empathy and support
• Makes an effort to be self-aware and manage own emotions and behaviour, particularly in challenging situations

Leading with Specialist Insight

Specialist Expertise & Professional Development

• Develops specialist expertise and knowledge in their area
• Committed to Continuous Professional Development, engaging in relevant courses and activities to keep knowledge up to date
• Builds their expertise through listening and learning from others

Leading & Knowledge Sharing

• Contributes to discussions and decisions by sharing insights and evidence
• Promotes their own area of expertise and understands the value it brings
• Finds opportunities to share or showcase their specialist knowledge

Working Independently

• Comfortable working independently in their area, but also engages with other groups outside of their direct work or team
• Quickly learns what work needs to be done and how to do it, seeking support or guidance when necessary

Collaboration, Teamwork & Building Relationships

• Utilises interpersonal skills to build positive and effective working relationships, even in a blended or hybrid working environment
• Strong collaboration and teamworking skills, plays their part and works well with colleagues within and outside of own team

Effective Communication

• Communicates in a clear and appropriate manner verbally, digitally and in writing, adapting approach to suit the audience
• Shares the appropriate level of detail and communicates information in an accessible and understandable format
• Willing to communicate with colleagues at all levels, openly sharing their views, thoughts and concerns
• Manages difficult conversations with professionalism, respect and sensitivity, seeking support when required

Listening, Consulting & Engaging

• Listens to, consults and engages with relevant stakeholders, keeping them informed as necessary
• Appreciates diversity and makes an active effort to listen, consult and engage with a variety of people