Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 4.0.

ELEMENT 

PERFORMANCE CRITERIA 

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

1. Develop and improve services for small businesses

1.1 Identify attributes of service needs and wants of small business customers

1.2 Analyse current usage patterns of the organisation’s small business customers to identify product and service options for them

1.3 Review current product and service offerings targeted to small business customer segment and recommend solutions for improvement

1.4 Design new products and services tailored to small business customers, and negotiate their implementation

1.5 Identify and plan campaigns targeted to small business portfolios

1.6 Develop reward and recognition strategies to build customer loyalty and manage implementation and processes

2. Develop and communicate team processes, performance measures and service standards

2.1 Consult with required persons to develop the service standards and performance indicators for the team in alignment to organisational goals, plans and objectives

2.2 Establish and communicate the service standards and performance indicators to the team

2.3 Establish processes and standards for communication within the team

2.4 Develop and communicate processes to resolve customer complaints

3. Lead and support the team in meeting expected outcomes

3.1 Establish and communicate roles and responsibilities of the team to individuals

3.2 Communicate to specific teams or individuals to plan individual goals

3.3 Address issues, concerns and problems identified by team members and resolve with responsible persons

3.4 Support continuous improvement of the team by providing information and coaching where required

4. Monitor, improve and report on customer service

4.1 Monitor team and individual performance, and provide effective feedback to support the achievement of service standards and performance indicators

4.2 Utilise customer insights, data and feedback to provide ongoing improvements to the customer experience and more tailored services

4.3 Report against targets and analyse exception or feedback reports

Skill 

Description 

Reading

• Analyses complex textual information from a range of sources and relates specific aspects of information to requirements

Writing

• Uses organisational templates and formats to report and present information logically and sequentially
• Uses clear language, incorporating spelling, grammar and terminology, to convey information, instructions and recommendations

Oral Communication

• Uses active listening and questioning techniques to elicit the views and opinions of others and to confirm understanding
• Participates in verbal exchanges of information, clearly articulating recommendations and instructions using language, tone and pace intended to the audience and purpose

Numeracy

• Interprets numerical and statistical information to determine trends

Initiative and enterprise

• Schedules complex activities of self and others, monitors implementation and manages communication
• Applies information and data in reports and from research to develop creative ideas and solutions that meet customer needs

Teamwork

• Develops interpersonal skills to establish and enhance rapport with and between team members

Technology

• Uses a range of digitally based technologies and software packages, including spreadsheets, databases and the internet

Release 

Comments 

Release 1

This version first released with FNS Financial Services Training Package Version 4.0.