8. How is it decided what level a role should operate at? Whilst this is not a grading system it is expected that greater levels of competence will be required as breadth of responsibility and experience increase. As a general guide most colleagues below Team Manager will be expected to operate at level 1 in the competencies relevant to their role. However, this is not set in stone e.g. in a high profile customer service role, a colleague may be expected to operate at level 1 on all competencies except Client & Customer Focus where they may be expected to operate at level 2. The important thing to remember is to think carefully about the role and the level of performance you would expect for an individual to be successful in that role – use the definitions to guide you. Whatever target level you determine for a role in each competency it will include all elements of the lower levels. E.g. Client & Customer Focus - Level 3 will include; Level 3 and Level 2 and Level 1
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