Receptionist
Headingley Hall
Person Specification and Competencies
Competency Profile
GROUP
COMPETENCY
CORE LEVEL OF COMPETENCY
A
1. Customer Focus
CUSTOMER ORIENTATION
D
RESULT

4. Teamwork
BEING PART OF A TEAM
C

2. Taking Responsibility
3. Interpersonal Sensitivity
B

ALL JOBS
5. Motivation of Self and Others

6. Influencing

7. Results Orientation
ALL JOBS
8. Problem Solving

9. Adaptability/Change

Orientation
SKILLS FOR THE WORKPLACE
10. Creativity and Innovation

11. Planning and Organising

12. Ensuring Understanding

Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 1
Receptionist
Headingley Hall
Person Specification and Competencies

13. Applied Technical and
Professional
Skills
14. Leadership
MANAGING OTHERS
15. Sharing Information
16. Setting Objectives/Managing
Performance
Sign ____________________________
 = Competency Level Required
Technical Skills rather than behaviour
Position____________________________
All jobs with People Management responsibility
Competency
Definition
Level
Positive Indicators
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 2
Receptionist
Headingley Hall
Person Specification and Competencies
Customer Focus
Focuses on identifying meeting and exceeding
A

the needs of internal and external customers
Can identify who their own customers and suppliers are,
whether internal or external

Listens to customers needs

Works hard to deliver what the customer needs

Polite and courteous in dealing with customers

Takes time to get to know what the customer does and
understand issues from their point of view
Taking
Takes on accountability for tasks and
Responsibility
B

Ensures others understand their role in completing a task
achieving objectives. Sees project through to

Takes responsibility when there are problems
completion

Keeps all relevant parties involved

Thinks about the effects of own behaviour on other people
Interpersonal
Demonstrates sensitivity to the needs and
A
Sensitivity
feelings of other people and uses a range of

Listens effectively and demonstrates respect for the speaker
interpersonal skills

Understands that everyone is different and tries to see things
from the other person’s viewpoint

Anticipates effect of own words on others and chooses them
carefully

Respects and keeps confidences

Sensitive to racial, cultural, religious, gender and other
differences. Avoids offensive words or actions which inflame
differences
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 3
Receptionist
Headingley Hall
Person Specification and Competencies

Challenges unacceptable behaviour in others. Takes
immediate action on any examples of discriminatory or
bullying behaviour in own area
Teamwork
Ability to build effective and committed
teams playing an active role as a team
ALL

JOBS
Good working relationships with all members of the team
equally
member whilst involving and encouraging

Shows commitment to team goals and targets
others to contribute to the team

Takes responsibility for own role as part of the team and
achievements
takes pride in the achievement of the team

Supports colleagues. Offers help without being asked.
Shares information or advice

Celebrates team success and congratulates others who do
well

Recognises and values differences. Works effectively with
others irrespective of differences of approach

Treats all members of the team equally

Recognises conflict within the team and acts quickly to deal
with it in a constructive way

Encourages the contributions of others. Values and builds
on input from all sides

Finds ways of working with other teams in other
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 4
Receptionist
Headingley Hall
Person Specification and Competencies
departments or functions-works to break down barriers
Motivation of Self
The ability to steer others towards a goal and
and Others
motivate them to achieve it, showing support
A

Works closely with others, recognising individuals for their
work achievements
and encouragement for their efforts

Any negative views are held privately and not shared with
colleagues as this would be perceived as unprofessional

Discusses with fellow workers the best way to deal with
situations
Influencing

Congratulates others for their ideas

Always looks for the positives in a situation

Readily contributes own ideas and opinions
action through the application of an

Gives own views with conviction and confidence
understanding of the politics of the situation,

Listens to the arguments of others and engages in
The ability to convince others to a course of
A
building a strong and assertive case and
constructive discussion
making an impact
Results Orientation
Sets and maintains high work standards and
follows up to meet targets. Focuses on
achieving results
ALL

Raises objections in a positive manner

Understands the work targets and objectives set for own job
JOBS
and how own actions impact on the achievement of targets

Inputs on the formulation of formal work objectives.
Informally suggests how to get things done rather than
waiting to be told

Minimises obstacles or problem
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 5
Receptionist
Headingley Hall
Person Specification and Competencies

Volunteers or responds positively when asked to take on
new tasks – commits to achieving them

Monitors own performance against the objectives and
targets set and takes action to improve. Seeks to exceed
work targets wherever possible

Monitors the costs involved in any change process as well as
ongoing costs. Will look to save money where possible

Focuses on the job in hand. Is not easily distracted from
achieving the task. Remains focused under pressure

Strikes a balance between quantity and quality of output to
achieve success

Reviews work projects and tasks to identify areas for
improvement

Perseveres despite distractions and conflicting priorities and
follows through on promises
Problem Solving
Analyses issues and breaks them down into
A

their component parts
Considers a range of possible solutions based on past
experience

Thinks quickly when required

Thinks clearly and is able to work through unusual situations

Identifies practical solutions to problems spots the
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 6
Receptionist
Headingley Hall
Person Specification and Competencies
drawbacks

Seeks input from other colleagues or team members to
identify possible solutions
Adaptability/Change
Understands and is receptive to the need for
Orientation
change. Demonstrates adaptability to
A

Identifies issues which fall outside own span of control

Willing to take on new tasks, new role or new ways of doing
things
changing demands and conditions

Identifies the advantages in new ways of doing things or
new structures

Raises any concerns about change in a positive way

Continues to perform job well in an uncertain environment.
Maintains a positive outlook
Creativity and
Ability to find ways to do things better,
Innovation
generate ideas and initiate appropriate action
A

Tries to think of new ways to do own job better

Makes suggestions for improvement and takes up and uses
to improve performance
ideas from others
Planning and
Ability to identify what needs to be done to
Organising
achieve objectives, prioritising key issues,
system. Record keeping and information given to colleagues
organising short term activities and planning
and staff
ahead to ensure that all tasks will be achieved
A


Keeps work space organised and in control. Is tidy and has a
Carries out several tasks at once. Capable of changing
priorities and switching between tasks without losing sight
of deadlines
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 7
Receptionist
Headingley Hall
Person Specification and Competencies

Is prepared to negotiate deadlines or agree priorities where
they conflict. Shows assertiveness when dealing with
conflicting priorities

Arrives on time for meetings. Communicates possible
lateness. Makes contingency plans if attendance doubtful
Ensuring
The ability to listen to what others have to say
Understanding
and communicate one’s own
A

Makes accurate workload estimates for routine tasks

Communicates clearly with others in their area, ensuring all
relevant information is passed on
ideas/information in an appropriate manner

to ensure all parties maintain a full and up to
Checks that people have heard and understood. Checks that
people are clear on the message
date understanding

Deals with any questions or criticisms

Is willing to take suggestions on board and adapt to these
suggestions

Invites feedback wherever possible and realistic

Applied Technical
Expertise of the individual and ability to apply
and Professional
Skills
B

An individual who understands and can complete their tasks
it in their technical, professional or

Will make decisions based on previous experience
operational area

Will take on additional responsibility

Acts proactively, looking for additional work or ways they
can apply their skills
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 8
Receptionist
Headingley Hall
Person Specification and Competencies
Essential Additional Factors

Prepared to develop self and undergo training

To have numeracy and literacy skills appropriate to the standard required for the job role

To have clear spoken English and excellent written and verbal communication skills

High standard of personal hygiene and appearance

To have Information Technology skills including word processing, excel and outlook

Previous Customer Care experience

Previous experience of cash handling

Present a patient, diplomatic, tactful and reassuring personality
Desirable Additional Factors

Previous experience in Receptionist role

Be prepared to bring other skills to the workplace to enhance the efficiency of the administration processes
Filename : WWC-PS-0028 Receptionist H/H
Date : 22/8/11
Issue No : 1
Page 9