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Behavioural Competencies

The Behavioural Competencies expected of KAL employees

Band Breakdowns

Band 1 Grade A
Band 2 Grade B – E & CAT 2-5
Band 3 Grade F – G
Band 4 Grade H – I
Band 5 Grade J – K
Band 6 Grade SLT

Behavioural Competencies

Great Communication

Band 1



  • I speak to customers and colleagues in a positive and helpful manner.

  • I greet everyone with a smile, and I am polite and helpful with customers and colleagues.

  • I make sure all my written work is appropriate, neat, and accurate.

  • I take care when passing on messages, I make sure that they are correct.

  • I ask for help when I need it.


 


Band 2



  • I give clear instructions to others and where appropriate give instant and balanced feedback on performance.

  • I hold confidential and difficult conversations in a tactful and sensitive manner.

  • I respond to customers and colleagues and their enquiries quickly and as a priority.

  • I complete documents and reports in a short, concise, accurate and factual manner.

  • I give credit for good work and celebrate success.


 


Band 3



  • I consult and listen when problem solving and offer a coaching style approach to produce solutions collectively.

  • I lead meetings effectively, ensuring all parties are clear of what they need to do and by when.

  • I always present findings and recommendations in clearly written reports.

  • I am a confident communicator with colleagues, partners, suppliers, and customers, with strong written, presentation and verbal communication skills.

  • I hold difficult and sensitive meetings in a manner which achieves the most appropriate outcome.


 


Band 4



  • I am articulate and persuasive in representing the interests of KAL, always being aware to give a good impression, establishing and developing networks to benefit KAL.

  • When challenging conduct behaviour or performance in a formal setting, I can deliver a difficult message, or outcome to a meeting.

  • I can demonstrate excellent written and verbal communication skills.

  • I can perform investigations and provide a balanced, well written report showing my findings.


 


Band 5



  • When in a formal setting, I can take on board all points/mitigation raised and provide a balanced opinion.

  • I effectively communicate information to the chief Executive, Board of Trustees, Kirklees Council and other relevant bodies, highlighting key aspects and making clear recommendations for improvement as required.

  • I chair or take part in, formal hearings and can deal effectively with the situation.


 


Band 6



  • I chair or take part in, formal appeal hearings and can deal effectively with the difficulties and complexities of the situation.


Working Together

Band 1



  • I know what my team aims to achieve, my role and the part I play.

  • I am positive and constructive about my team, my organisation and my colleagues.

  • I work well with others to provide support where I can.

  • I am flexible and help my team out completing tasks, without having to be asked.

  • I encourage staff to work together to continually improve internal and external customer service.

  • I understand and maintain great knowledge of the products and services KAL provides, within my area of responsibility, so that I can respond effectively to customer enquiries, always looking for opportunities to sell KAL’s products.


 


Band 2



  • I get to know people as individuals and respect their contribution to the organisation.

  • I am visible and approachable to all.

  • I am always enthusiastic about completing tasks to support and motivate the team.

  • I develop and build relationships with other KAL teams to achieve excellent internal and external customer service.


 


Band 3



  • I take responsibility for ensuring that everyone in the team knows their role and the role of others and the overall Business Strategy.

  • I am resilient under the pressures of change and know myself well enough to adapt according to the circumstances and people I am dealing with.

  • I can articulate what I am trying, or not trying, to do and can engage my team because of this.

  • I understand different leadership styles and adapt mine to suit different people and situations.


 


Band 4



  • I think strategically and work with others to define the direction of the business and am influential in creating new objectives which link into the business strategy.

  • I can think through problems from a fresh point of view, and I am comfortable with tackling complexity and ambiguity and explaining my thinking to others.

  • I contribute to developing the culture and agreeing the values of the organisation.

  • I can effectively manage complicated challenges or changes and provide a positive solution or message, in the most appropriate format, so that my teams understand and are engaged.


 


Band 5



  • I can influence change throughout the organisation, getting relevant stake holders on board, having the ability to provide a persuasive and convincing argument and bring the rest of the organisation along.

  • I take a strong lead in developing the culture and values of the organisation.


 


Band 6



  • I have the responsibly for driving change throughout the organisation, getting relevant stake holders on board, having the ability to provide a persuasive and convincing argument and bring the rest of the organisation along.

  • I take overall responsibility for developing the culture and values of the organisation.


Achieving Results

Band 1



  • I contribute ideas and suggestions for improving and developing customer service, always looking for new and different ways of doing things.

  • I raise issues or concerns that are preventing me from providing a great customer service and I suggest solutions to resolve problems.

  • I perform daily tasks to achieve standards in line with KAL Business Strategy and make sound decisions in own area of work always referring to systems of work, KAL policies and procedures.


 


Band 2



  • I remove barriers that are preventing the delivery of excellent customer service.

  • I always share best practice with colleagues.

  • I ensure that KAL standards and expectations are understood, and I take appropriate corrective action when necessary.

  • I demonstrate sound judgement when balancing conflicting demands and responding to changes in priorities.

  • I gather and analyse all relevant information when problem solving.


 


Band 3



  • I look for ways to improve how I work and share ideas that could benefit the team.

  • I consider the impact that decision making, and implementation of ideas will have across KAL and stakeholders.

  • At the start of projects, I agree resources, clear priorities and deadlines and ensure that project deadlines are met, and objectives achieved.

  • I ensure that the right staff members are involved in projects that match their strengths, linking effectively with suitable partners.

  • I act on funding, business and partnership opportunities that contribute to KAL business strategy.


 


Band 4



  • I contribute and influence the development of strategies to meet organisation goals.

  • I find practical solutions to complex or hard problems, simplifying complexity wherever possible.

  • At the start of projects, I take ownership for defining resources, clear priorities, and deadlines, ensuring that project deadlines are met, and objectives achieved

  • I identify funding, business and partnership opportunities that contribute to KAL business strategy.


 


Band 5



  • I effectively manage the de commissioning of services and products that no longer meet the needs of KAL and or our customers.

  • I understand complex theoretical models and can relate these to practical applications to improve the organisation.

  • At the start of complex projects, I take ownership for defining resources, clear priorities, and deadlines, ensuring that project deadlines are met, and objectives are achieved.

  • I create funding, business and partnership opportunities that contribute to KAL business strategy.


 


Band 6



  • I make decisions regarding the decommissioning of services and products that no longer meet the needs of KAL and or our customers.

  • I take responsibility for driving the implementation of complex theoretical models to improve the organisation.

  • I take overall responsibility for defining priority projects along with delivery methods, timescales, and budgets.


Owns and Leads

Band 1



  • I am open to doing things in a new way and adapt quickly to new ways of working.

  • If I see a problem that needs fixing, or something that needs cleaning, I deal with – even if I did not cause it.

  • I deal with customer questions myself; I seek help where I need it, but I make sure that the question is answered.

  • I take ownership of all my actions and decision, which are taken in the very best interests of KAL.

  • I learn from my mistakes and help others do the same.

  • I take responsibility for my own development by suggesting ways in which I could learn more or take on more responsibility.


 


Band 2



  • I demonstrate sound judgement when balancing conflicting demands and responding to changes in priorities.

  • I take overall responsibility for completion of my tasks whilst encouraging and supporting the team.

  • I encourage others to take responsibility and account for their performance, constantly identifying ways of improving.

  • I take ownership for my actions, even when tasks are delegated to others to complete.

  • I identify the strengths, development needs, ambitions and motivations of individuals and share this with the management team.

  • I generate excitement, enthusiasm, and commitment towards KAL’s vision.


 


Band 3



  • I demonstrate a high level of initiative.

  • I make difficult decisions requiring sounds levels of judgement and understand the wider implications of my decisions.

  • I have a high level of self-awareness and an understanding of the impact of my actions on the business.

  • I can learn from my own experience and others, to adapt my behaviour according to different circumstances.

  • I have developed a coaching style of management and try to apply this to my team members so that they learn through their own experiences, rather than being told what to do.


 


Band 4



  • I make difficult decisions requiring significant levels of judgment and understand the wider implications of my decisions.

  • I regularly learn from other organisations and sectors and apply this to KAL, benchmarking our service against others where possible.

  • I lead on the development and delivery of products projects, accepting responsibility for their successful implementation and ensuring that learning is gained and shared.

  • I engage others in strategic thinking and challenge them to take actions.

  • I act as a senior leadership role model for the organisation, creating and owning the KAL Values and acting as an ambassador for KAL. 


 


Band 5



  • I influence the direction of KAL through identifying improvements and presenting business cases for consideration.

  • I make complex decision requiring significant levels of judgement and understand the wider implications of my decisions.

  • I take responsibility for encouraging and supporting an environment of lifelong learning.

  • I act as a strategic leadership role model for the organisation creating and owning the KAL values and acting as an ambassador for KAL.


 


Band 6



  • I have overall responsibly for making decisions regarding the strategic direction and leadership of the company.