2.3.5 Accountability for Client Service
Accountability for Client Service measures the level of accountability the position has for provision of specific service to clients. Clients can be both outside and inside the organisation. An individual or organisation who uses the services of the position is a client (but individuals within the position’s immediate work group are not classified as clients for the purposes of this factor).
Service can be advice, analysis, information, directions, product or delivery information, trades work, labour, home and garden services, retail services etc.-
This factor differentiates between jobs that have a primarily internal focus and those that have a primarily external focus.
Positions that deal with external individuals or organisations as the primary aspect of the job include for example sales, customer service and other direct service providers eg consultants, accountants and (other) service providers and professionals. Many positions have some degree of contact with external clients but not as the primary purpose of their job, and should be evaluated on Internal Service. External contact in these cases is covered by the Communication Skills and other factors.
Note 1: High level internal adviser positions can be evaluated to have a higher Level than the overall Level of service provided to the organisation's clients. For example, the Chief Legal Counsel can have Level 10, while the CEO of the organisation may have Level 9.
Note 2: The Level to be selected for the CEO is tied to the services provided by the organisation as a whole; for example, in a technical engineering advisory firm, the CEO is usually a Practicing Engineer and is at Level 11.
In a medium to large--size Retail or Catering firm (for example), the firm does not provide high level professional services and the CEO is at Level 9, recognising the critical external focus at the equivalent of professional level, but not ‘highly-professional’. For other very large organisations the CEO is at Level 10, equivalent to providing high level professional leadership, but not professionally-qualified or technical services.
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Level
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Service Type
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Focus
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Description
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1
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Basic
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NA
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BASIC The position does not usually deal with clients, neither internal nor external to the organisation,
OR,
the position carries out unskilled work.
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2
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Elementary
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Internal
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The position is responsible for providing elementary services to clients internal to the organisation (eg providing basic information, photocopying, mail delivery, cleaning, gardening, driver). The services are unskilled, or the skill scan be taught on the job by a colleague with similar skill level.
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3
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Elementary
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External
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The position is responsible for providing elementary services to clients external to the organisation (eg providing basic information, delivery of goods). Supermarket checkouts. Roadworks control. Passenger or pedestrian guidance.
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4
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Intermediate
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Internal
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The position is responsible for providing intermediate level services to clients internal to the organisation (eg secretarial services).
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5
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Intermediate
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External
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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). Include at this level single operator, non-trades, non-professional, service providers, eg gardening service, courier, and including heads of establishments that provide such non-technical services. Taxi driver, Retail shop assistants, orderlies, flight attendants.
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6
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Advanced
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Internal
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The position is responsible for providing advanced clerical, trades, associate professional, or the lowest level professional services to clients internal to the organisation (eg maintenance electrician, computer/phone hardware, occupation health nurse).
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7
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Advanced
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External
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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 units that provide such services, for example Nurses within a hospital setting.
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8
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Professional
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Internal
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The position is responsible for providing professional services (including formulation of policy recommendations) to clients internal to the organisation (eg personnel adviser, solicitor, accountant, market research manager, information systems analyst). Most corporate professional and managerial positions
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9
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Professional
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External
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The position is responsible for providing professional level services to external clients (eg accountant, engineer, advertising, healthcare professional, public relations adviser, teacher/lecturer, regional sales manager, senior consultant, customer service manager). Include at this level single operator professional services providers, , and heads of establishments that provide professional level services, such as a pharmacy, radiology, marketing and research agencies.
We also include Heads of most government establishments and large companies.
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10
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High Level Professional
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Internal
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The position is responsible for providing high level professional services (including policy advice) to clients internal to the organisation (example positions: taxation specialist, chief medical officer, chief engineer, chief legal officer, editor, research and development manager, information services director, finance director).
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11
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High Level Professional
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External
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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 or refinery. Also include CEOs of large multinational organisations
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