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Professional services job family levels

Level 1

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  • Reproduce and provide customary and clearly defined documents/presentations typically using standard formats or templates to support operational activities
  • Carry out routine, limited choice, record keeping, filing and data entry and update simple databases, to ensure accurate records are maintained
  • Run routine reports to support faculty/division/department/work unit information procedures
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  • Receive and respond to everyday enquiries from/to customers, referring requests outside their knowledge base to the appropriate person/area, to provide a timely and effective service to others in the provision of standard information
  • Provide simple administrative and/or support activities, to contribute to the effective operation of an office or work unit

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  • As directed make arrangements and bookings and be involved in the provision of materials to assist in the effective organisation of internal and external activities
  • Arrange daily allocated tasks within a routine to ensure work is completed to time and appropriate standard

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  • Within prescribed limits follow set procedures to ensure adequate supplies/resources are available to meet work requirements
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Liaison
  • Receive visitors and provide/request information from internal and external contacts in a courteous and correct manner, to promote a positive image of their faculty/division/department/work unit to others.
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Continuous Improvement
  • Suggest improvements to current working methods
  • Work with manager and /or more experienced colleagues to develop abilities and competence through learning and/or exposure to a range of activities


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  • Skills gained through work experience. May include short courses and other formal training
  • Working knowledge of relevant systems, equipment, processes and procedures
  • Numeracy and literacy
  • Ability to follow instructions accurately
  • Ability to convey information, written and oral, to colleagues and customers
  • Awareness of the purposes of the College


performance criteria

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  • Working to given deadlines and to set standards
  • An ability to exchange information in a courteous and effective manner
  • A flexible approach to duties
  • A positive attitude to work
  • Accuracy and reliability
  • Quality of customer service, e.g. from feedback
  • Willingness to learn

Level 2

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Representative work activities

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  • Create documents/presentations from a clear brief supplied by others, to support operational activities
  • Prepare documentation that may require the use of a range of computer-based procedures and software packages, to support the accurate and appropriate presentation of materials
  • Perform straightforward analysis of data or calculations, presenting findings/results accurately and appropriately to support effective reporting of information
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Customer Service
  • Receive and respond to enquiries from/to customers, including more complex queries, judging when to pass them on to or involve others, to provide a courteous and effective service
  • Recognise/understand impact of incidents arising and raise issues of concern where necessary to ensure appropriate resolution of customer enquiries/issues
  • Deliver a range of administrative and/or customer services in support of existing systems or processes to an agreed quality standard or specification
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Planning & Organising
  • Arrange and/or support internal and external activities/events, collating and recording relevant information/documentation as requested, to ensure activities/events are administered efficiently
  • Plan and prioritise own work activities, and where necessary balance these with new requirements of the team

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  • Develop a network of contacts throughout own area, knowing who key individuals are
  • Communicate and liaise with service users and/or external contacts usually through established routine connections (e.g. regular suppliers/contractors) as own section of work requires
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  • Provide guidance and support to junior colleagues through on the job training/coaching in own area to maintain operational effectiveness
  • Assign tasks to others where necessary and be responsible for making sure they are completed correctly and to schedule, to ensure faculty/division/department/work unit service quality standards are maintained
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  • Organise and prioritise own work activities within established routines or procedures and subject to minimal supervision, to support the achievement of faculty/division/department/work unit objectives
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Continuous Improvement
  • Relay customer feedback and comments and contribute to proposals for improvements to current working methods
  • Keep skills up-to-date and develop abilities and competence through learning from more senior/experienced colleagues, appropriate training and/or exposure to a range of activities

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  • Either appropriate, relevant academic/vocational qualifications plus some work experience in a relevant role or the equivalent in experience
  • Experience of assessing and responding to non-routine work/situations
  • Working knowledge of relevant systems, equipment, processes and procedures
  • Understanding of the standards set for the conduct and output of the role
  • Written and oral communication skills
  • Familiarity with the work of the faculty/division/department/work unit, and of the College
  • Understanding of relevant policy and legislation
  • Analysis of data and problems

performance criteria
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  • An ability to plan and organise work activities/tasks
  • Quality of customer service, e.g. from feedback
  • Accuracy/attention to detail
  • Initiative/resourcefulness
  • A positive attitude to work

Level 3

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Representative work activities

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  • Perform detailed and/or complex manipulation and analysis of data, highlighting and prioritising any issues for further investigation and preparing reports to support decision making
  • Circulate information/findings appropriately to ensure awareness of key issues
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Customer Service
  • Resolve issues/problems/queries independently and provide advice on routine matters to ensure that efficient, day-to-day customer service is delivered
  • Recommend alternative sources of information/courses of action where appropriate, exercising judgement in referring issues/problems to supervisor/manager
  • Deliver a range of specialist service support tasks and advise and assist customers on specific aspects within own section of work where appropriate, to maximize service quality, efficiency and continuity
  • Contribute to and monitor service objectives and standards within own area of work to maximise service quality and efficiency
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  • Provide input into the resource planning process where required
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  • Liaison, communication and relationship building within the College as well as with outside bodies, to support/represent faculty/division/department/work unit activities
  • Attend meetings as requested by manager, to support/represent faculty/division/department/work unit activities
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  • Supervise staff, allocating and prioritising their work and monitoring individual progress and performance in line with this, to contribute to the achievement of College objectives
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  • Operate as an individual, organising and planning own work activities, to contribute to the achievement of faculty/division/department/work unit objectives and maintain and improve efficiency
  • May be recognised as the main point of contact for a particular process, system or procedure

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  • Maintain and improve operational efficiency and quality of service of own area through improvements in procedure and process
  • Keep skills up to date and develop depth or breadth of knowledge in a particular area through learning from more senior/experienced colleagues, appropriate training and exposure to a range of activities and/or professional qualifications

Knowledge, skills & experience

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  • Broad experience, acquired through a combination of job related training and considerable on-the-job experience, demonstrating development through involvement in a series of progressively more demanding relevant work/roles
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  • Thorough knowledge of the work practices, processes and procedures relevant to the role
  • Provision to customers of first line advice and guidance, typically of a more technical/specialised nature
  • Clear understanding of the standards and regulations set for the conduct and output for the role
  • Working knowledge of the activities of other areas of the College relevant to faculty/division/department/work unit
  • Effective written and verbal communication skills
  • Understanding of relevant policy and legislation

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Performance criteria

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  • Completion of work to agreed time and quality standards
  • Proactive/resourcefulness
  • Accuracy/attention to detail
  • An ability to organise own and other’s activities to meet objectives
  • Quality of customer service, e.g. from feedback
  • Receptiveness to new ideas and approaches
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Level 4

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representative work activities

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  • Assess or conduct analysis, presenting results and putting forward recommendations through the provision of briefings, presentations or written reports, to facilitate the interpretation of specific issues/problems and support decision making
  • Identify gaps or shortfalls in information and source additional related information
  • Monitor and maintain records/reports to meet both internal and external requirements
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Customer Service
  • Provide specialist/professional advice and recommendations within specific parameters/professional guidelines to support informed decision making
  • Design and/or deliver a variety of service support mechanisms (e.g. training/promotional materials, system modifications) to maximise service quality, efficiency and continuity
  • Deliver own work/ the work of a team to meet quality service standards
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Planning & Organising
  • Develop and determine appropriate team or individual workflow and activity scheduling in order to meet targets and/or turnaround times
  • Lead assigned faculty/divisional/departmental/work unit project teams/projects, usually of a short-term nature, or contribute to larger College-wide projects as part of a project team, to support the achievement of project objectives
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  • Delegated responsibility, where appropriate, for a budget(s)
  • Provide input into the resource planning process to ensure that the appropriate level of resources are available
  • Ensure that resources are appropriately and efficiently managed

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  • Operate as an individual responsible for the organisation and delivery of specialised work, to meet faculty/divisional/departmental/work unit objectives
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  • Identify and make recommendations (e.g. in policies and procedures) to contribute to the operational improvement of the faculty/division/department/work unit
  • Improve specialist/technical/professional/vocational capability and expertise through appropriate development and/or professional activity


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  • Detailed operational knowledge of systems relevant to own field of work and/or detailed knowledge of own service area and products/services available
  • Clear understanding of the regulations and codes of practice set for the conduct and output of the role
  • Experience of planning and progressing work activities within general guidelines, using initiative and judgement
  • Working knowledge of the work and activities of other areas of the College relevant to faculty/division/department/work unit
  • Utilising a network of contacts relevant to the work unit
  • Effective analytical and problem solving capability
  • Effective communication and interpersonal skills
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  • Effective management/supervisory skills – coaching, motivation, managing performance
  • Ability to manage budgets

Performance criteria

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  • Receptiveness to new ideas and approaches

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  • An appropriately skilled, developed and performance managed team
  • Completion of work of area of responsibility within deadlines and to agreed standards
  • Good team morale

Level 5

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Representative work activities

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  • Advise on the analysis and interpretation of data, identify trends and test solutions, source additional related information where appropriate, and report on progress, to support the resolution of issues/problems
  • Ensure appropriate records are managed, monitored and maintained
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  • Apply appropriate expertise and use judgement to make decisions where solutions are not obvious, to deliver professional services to meet the customer requirements
  • Generate original ideas and innovative solutions through the provision of specialist know-how and advice as appropriate
  • Identify additional service requirements or service shortfalls and co-ordinate and/or design the delivery of innovative solutions to maximise service quality, efficiency and continuity
  • Ensure professional and quality service standards are maintained and applied within own area of activity
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  • Plan and organise individual or team activity with an appreciation of longer term issues, ensuring plans complement and feed into the broader annual faculty/divisional/departmental/work unit operational plans
  • Project manage activities to facilitate major service/operational changes in their area of activity
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  • Contribute to resource and budget planning within own area
  • Manage resources/budgets within allocated project/area, regularly reviewing these to ensure that maximum value is delivered
  • Identify additional resource requirements or resource shortfalls
  • Co-ordinate and/or design the delivery of innovative solutions to maximise service quality, efficiency and continuity
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  • Represent and/or promote the section/service at both internal and external meetings/events to ensure that faculty/divisional/departmental/work unit issues are appropriately represented and acted upon
  • Contact with other areas of the College to develop new/improved processes and supporting systems
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  • Manage a diverse group of staff to ensure the successful delivery of an administrative/professional/technological service
  • Act as a mentor/coach to colleagues to support their professional development
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  • Manage own time and workload on weekly and monthly basis to support the achievement of faculty/divisional/departmental/work unit objectives
  • May be considered as the “specialist” in a specific area gained through a detailed understanding of the theory, practice and/or principles underpinning their particular field of work
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  • Revise or develop procedures and policy for approval and contribute to their successful implementation in order to deliver appropriate benefits and ensure external (e.g. regulatory or national codes of practice) requirements are met
  • Improve specialist/technical/professional/vocational capability and expertise through appropriate development and/or professional activity

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  • Authoritative knowledge of the work practices, processes and procedures relevant to the role, as well as broader sector/commercial awareness
  • Detailed knowledge and understanding of systems/services in own area and their varied applications
  • Understanding of relevant regulations and national codes of practice and the implications of non-compliance
  • Awareness of the current and future activities of the College/faculty/division/department/ school/work unit
  • Working knowledge of the work of others inside and outside the College relevant to own field of work
  • Utilising a network of contacts relevant to the work unit
  • Proven analytical and problem solving capability
  • Proven communication and interpersonal skills
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  • Performance of team against objectives
  • An appropriately skilled, managed and resourced team
  • Completion of work of area of responsibility within deadlines and to agreed standards
  • Good team morale
  • Control of budget in line with College Financial Regulations

Professional services job family levels

Level 6

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Representative work activities

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  • Identify trends, strengths, weaknesses, opportunities and threats in specialist area(s) of responsibility that may have an impact on the College/faculty/division/department/work unit, to enable appropriate and timely action to be administered, reporting when appropriate
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  • Apply broad and/or deep knowledge and experience of work area or field of expertise to provide advice/guidance/specialist resources to others or to address significant problems or unresolved issues, some of which will be multi-disciplinary in nature
  • Anticipate customer needs/requests, identifying opportunities and facilitating change management
  • Evaluate existing service provision, keeping abreast of feedback and broader developments in the external market place, to ensure appropriate developments and innovative solutions are proposed that consistently enhance and maximise service quality, efficiency and continuity
  • Answerable for the service delivery of area of responsibility in respect of compliance with current and future faculty/divisional/departmental/work unit objectives, service level agreements, regulations and national codes of practice
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  • Shape strategic direction of own area of responsibility, planning and organising activities of others over many months, considering the implications now and in the longer term, to support faculty/divisional/departmental/work unit objectives
  • Participate in the annual faculty/divisional/departmental/work unit operational planning process, to support the faculty/divisional/departmental/work unit strategic direction
  • Oversee a number of projects, to ensure each project is managed and delivered to specification, time and budget
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  • Utilise/manage allocated budget/resources effectively and flexibly and control all related expenditure to ensure delivery of targets/objectives within budget
  • Contribute to planning and budgetary statements and delivery of service resources within budgetary constraints
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  • Interact at senior levels within the College. Network with fellow professionals in the wider community and represent and promote own work area/activity on internal and external platforms
  • Liaise with service users to establish service requirements and priorities
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  • Manage a group of administrative/specialist/professional staff across a function, or as a significant part of a wider function, to ensure all relevant annual targets and goals are delivered within any allocated budgetary/resource constraints
  • Develop/improve the capability of staff within work area, motivating and mentoring them to better meet the current and future requirements of the faculty/division/department/work unit
  • Provide expert advice and guidance to other professionals and encourage them to achieve College faculty/divisional/departmental/work unit objectives
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  • Propose and implement changes to work processes and develop and define proposals for changes in and the formulation of College/faculty/divisional/departmental/work unit policy, to consistently improve quality and effectiveness of service provided and take account of legislative changes
  • Keep up to date with developments in own field and with College developments

Knowledge, skills & experience

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  • Experience of working with and influencing senior management
  • Experience of managing and controlling budgets/resources/funding and an understanding of financial management procedures
  • Experience of developing innovative solutions and contributing to strategic planning
  • Highly developed knowledge of the principles and theory of field of work, and practice therein, as well as an awareness of broader developments relevant to own area
  • Well developed knowledge of systems/services for own area and across functions and how they relate to each other
  • Well developed understanding of relevant regulations and procedures and the implications for other staff of non-compliance
  • Strong interpersonal skills including ability to negotiate, motivate, influence and build relationships

Performance criteria

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  • Quality and timeliness of advice and recommendations
  • Proposals for policy and procedures which meet both internal and external requirements
  • Effective utilisation of finances and resources
  • Quality of communication to stakeholders
  • Effectiveness, e.g. f rom feedback
  • Generation of new ideas and approaches
  • Quality of innovative contribution
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  • Performance of team(s) against objectives
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  • Good image/external view of team

Level 7

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  • Ensure quality processes are in place for the College
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  • Lead major projects and initiatives which have significant resources and/or strategic impact
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  • Interact with senior colleagues from all areas of the College, with internal and external committees and other external bodies, providing high-level input
  • Represent the College externally in sector groups and in negotiations
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  • Proven record of managing and controlling substantial budget/resources/funding and an understanding of financial management procedures
  • Highly developed knowledge of the principles, theory and practice of the area of responsibility and an awareness of broader developments relevant to the College
  • Aware of likely effect of change in economic, social and governmental and technological environment
  • Well developed knowledge of systems/services for own area and across functions and how they relate to national and international developments
  • Understanding of regulations and procedures and the implications for other staff of non-compliance
  • Awareness and understanding of the activities, objectives and strategic direction of the College, both current and future, in a global context
  • Strong interpersonal skills including ability to negotiate, motivate, influence and build relationships

Performance criteria

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  • Quality and timeliness of advice and recommendations
  • Proposals for policy and procedure which meet both internal and external requirements
  • Effective utilisation of finance and resources
  • Quality of communication to stakeholders
  • Effectiveness, e.g. from feedback
  • Generation of new ideas and approaches
  • Quality of innovative contribution
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  • Good image/external view of team
  • Good team/College morale
  • Institutional prestige