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3.2 Accountability for Client Service

Accountability for Client Service measures the level of accountability the position has for organisation clients. Clients can be both outside and inside the organisation. Any individual who uses the services of the position is a client. Individuals within the positionís immediate work group are not classified as clients for the purposes of this factor.

This factor differentiates between jobs that are have a primarily internal focus and those that have a primarily external focus. Positions that deal with external individuals or organisations as a primary aspect of the job include for example sales, customer service and other direct service providers. Many positions have some degree of contact with external clients but not as the primary purpose of their job. External contact in these cases is covered by the Communication Skills factor.

The competent provision of client service includes maintaining the good image of the organisation, and projecting the cultural values of the organisation.

Refer also Appendix A: Job categories , for examples of job levels.

Table 3.2 Accountability for Client Service

LevelDescription
1

The position does not formally deal with clients, neither internal nor external to the organisation,
OR,
the position carries out unskilled work.

2

The position is responsible for providing elementary services to clients internal to the organisation (eg providing basic information, photocopying, mail delivery, cleaning, gardening, driver).

3

The position is responsible for providing elementary services to clients external to the organisation (eg providing basic information, delivery of goods).

4

The position is responsible for providing intermediate level services to clients internal to the organisation (eg secretarial services).

5

The position is responsible for providing intermediate level services to external clients (eg insurance claims officer, shop assistant, non-technical sales representative, tour guide, nursing aide).

6

The position is responsible for providing advanced or level clerical, trades, associate professional, or the lowest level professional services to clients internal to the organisation (eg maintenance electrician, occupation health nurse).

7

The position is responsible for providing services at advanced level clerical or trades, or at associate professional level, or the lowest professional level to external clients (eg technical sales representative, real estate agent). Include at this level single operator trades services providers, including electrician, builder, photographer, shopkeeper, and heads of establishments that provide such services.

8

The position is responsible for providing professional services (including formulation of policy recommendations) to clients internal to the organisation (eg personnel adviser, accountant, market research manager, information systems analyst).

9

The position is responsible for providing professional level services to external clients (eg accountant, engineer, healthcare professional, public relations adviser, teacher/lecturer, regional sales manager, senior consultant, customer service manager). Include at this level single operator professional services providers, eg music teacher, and heads of establishments that provide professional services, such as a pharmacy, marketing and research agencies, and most government establishments.

10

The position is responsible for providing high level professional services (includes policy advice) to clients internal to the organisation (eg taxation specialist, chief medical officer, chief engineer, chief legal officer, editor, research and development manager, information services director, finance director).

11

The position is responsible for providing high level professional services to external clients (eg doctor, lawyer, commercial property manager, national sales manager, principal consultant). Include at this level heads of establishments that provide or uses high level professional services, eg CEO of a hospital or clinic, engineering consulting firm, university, manufacturer of sophisticated electronic equipment, mining company, refinery.


Note: High level internal advisers can have a higher Level than the overall Level of service provided by the organisation to its clients. For example, the Head of Finance and Head of Strategic Planning can have Level 10, while the CEO of the organisation may have Level 9. The Level to be selected for the CEO is tied to the services provided by the organisation as a whole.

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