A Guide to UK Civil Service Competencies and Behaviours: What You Need to Know for AA/AO Grades

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Are you looking to gain a thorough understanding of the competencies and behaviours required for entry-level positions in the civil service? Look no further! In this enlightening blog post, we'll explore the AO/AA grade competencies and provide concrete examples of how these competencies are put into practice and what hiring managers are looking for. The five key competencies - "Seeing the Bigger Picture," "Delivering at Pace," "Managing a Quality Service," "Developing Self and Others," and "Working Together" – can be assessed for administrative roles. Whether you're interested in a career in the civil service or simply seeking professional development, this post provides insightful information on the skills and behaviours that are highly valued in the workplace. Enhance your knowledge and skills with a comprehensive understanding of civil service competencies and behaviours.

Seeing the Bigger Picture

Situation: In my previous role as an administrative assistant, I was responsible for processing employee expenses.

Task: My task was to review expense claims, ensure they were in line with company policy, and process them for payment.

Action: I realised that this task had a bigger impact on the organization's finances and on individual employees. To ensure that I was meeting the needs of all stakeholders, I took the following actions:

• I made sure to understand the company's financial priorities and budget restrictions.
• I took the time to review each expense claim carefully, considering the impact it could have on the individual employee and the company's finances.
• I proactively gathered information from my colleagues and other departments to understand how my work could impact different areas of the organization.

Result: As a result of my efforts to see the bigger picture, I was able to identify and resolve several issues with expense claims that could have had a significant impact on the company's finances. My colleagues appreciated my attention to detail and my efforts to consider the impact of my work on the organisation as a whole. Additionally, by gathering information from outside of my department, I was able to bring new ideas and best practices to my role, which helped improve our processes and make our work more efficient.

Delivering at Pace

Situation: I was working as an Administrative Assistant (AA) at the Department of Education. The department had received a large number of applications for student grants and I was responsible for processing them.

Task: To process the applications and deliver the results within the specified timeframe.

Action: I made sure to follow the relevant policies and procedures that applied to the job. I used my own knowledge and expertise to organize the work and created a system to keep track of the applications as they came in. I kept focused on delivering the results, making sure that I checked each application thoroughly to ensure that all the necessary information was provided. I also made sure to keep a consistent level of performance, working with focus and pace to get the job done on time.

Result: I successfully processed all the applications within the specified timeframe and delivered the results to the students. The department received positive feedback from students and stakeholders, who appreciated the prompt and professional service provided. Additionally, my manager was impressed with my work and praised my efforts to keep them updated on the progress of the applications.

Managing a Quality Service

Situation: During my time working in the Taxation Department, I was responsible for handling inquiries from taxpayers regarding their tax returns.

Task: My main goal was to provide a high-quality service to these taxpayers by addressing their inquiries and resolving any issues they had in a timely and effective manner.

Action: To achieve this goal, I followed these steps:

• Gaining a clear understanding of customers’ needs and expectations: I took the time to listen to each taxpayer's concerns and questions, and made sure I fully understood their needs before attempting to resolve their issue.
• Planning, organizing, and managing my time: I prioritized the inquiries based on their urgency and made sure I was efficient with my time by organizing my workload and managing my time effectively.
• Preventing problems: I proactively identified potential issues and reported them to my supervisor, and provided solutions to prevent them from becoming bigger problems.
• Keeping customers and colleagues updated: I regularly updated the taxpayers on the progress of their inquiries and made sure that all of my colleagues were also informed and up-to-date.
• Providing information and support: I showed taxpayers where they could access relevant information and support that would help them to use our services more effectively, and provided additional support as needed.

Result: By following these steps, I was able to deliver a high-quality service to taxpayers, effectively addressing their inquiries and resolving any issues they had. This resulted in satisfied customers and a good return for taxpayers' money.

Developing Self and Others

Situation: During my first year as an AO/AA in the civil service, I was assigned to a team working on a project aimed at improving the process of handling complaints within the department.

Task: I was responsible for gathering and analysing data to support the team in making recommendations on how to improve the process.

Action: I quickly realized that my knowledge and skills in data analysis were limited and that I needed to improve them in order to effectively contribute to the team's goals. I took the initiative to identify gaps in my skills and knowledge by seeking feedback from my colleagues and reviewing literature on data analysis.

Result: I made a plan to develop my data analysis skills by attending workshops and online courses, and practicing using the software and techniques I learned. I also actively sought feedback from my colleagues on my work and took their suggestions into consideration.

Throughout the project, I continued to work closely with my colleagues and shared my knowledge and skills with them. This helped to create a learning and development environment within the team, where we could all grow and improve together.

By the end of the project, I was able to effectively analyse the data and provide meaningful insights to support the team's recommendations. I also received positive feedback from my colleagues on my improved skills and ability to share my knowledge and contribute to the team's learning and development.

Working Together

Situation: During a busy period in the office, I was asked to assist with a project in a different department.

Task: I was tasked with working with a new team to help them meet a tight deadline for an important project.

Action: I proactively reached out to my colleagues in the new team and introduced myself. I asked about their roles and how I could support them in any way. I was open to taking on new responsibilities and offered to help with any tasks they needed assistance with. I listened to their perspectives and needs and responded sensitively, checking for understanding where necessary. I also made sure to consider my own wellbeing and that of my colleagues, being mindful of the importance of working together effectively.

Result: The project was completed on time and to a high standard, and I received positive feedback from my colleagues in the other department. They appreciated my willingness to assist and my proactive approach to working together as a team. The experience allowed me to build supportive relationships with my new colleagues and expand my skills and knowledge.

Communicating and Influencing

Situation: I was working as an Administrative Assistant at the Department of Health and was assigned the task of communicating the department's new policy on employee wellness to all staff members.

Task: To communicate the new policy to all staff members in a clear, constructive and considerate manner.

Action: I took the following steps to ensure that the communication was effective and efficient:

1. I first identified the target audience and their preferred method of communication. Some staff members preferred to receive emails, while others preferred face-to-face meetings.
2. I used plain and simple language when communicating the new policy, making sure to avoid technical jargon. I also reviewed my written work for errors and clarity.
3. I considered the impact of my language on different groups of stakeholders, ensuring that my language was inclusive and respectful to all staff members.
4. I remained honest and truthful when explaining my opinions, ensuring that all staff members were well informed of the new policy.
5. I actively listened to any questions or concerns raised by staff members and asked questions to ensure my understanding of their perspectives.

Result: The communication of the new policy was well received by all staff members and there were no misunderstandings or confusion. The new policy was implemented smoothly and effectively, leading to increased employee wellness and satisfaction.

Leadership

Situation: I was working as an Administrative Assistant in the UK civil service. My department was going through a period of change, with a new project starting and new team members joining.

Task: As a team member, I was responsible for supporting the objectives of the wider team and ensuring that everyone was working together effectively. I also needed to demonstrate leadership and take personal accountability for my role.

Action: To achieve this, I took the following actions:

• Showed enthusiasm for my work and took personal responsibility for my role by taking initiative in setting my own goals and objectives.
• Acted in a fair, inclusive, and respectful way when dealing with others by listening to their points of view, being open to feedback, and encouraging open and honest communication.
• Demonstrated consideration of the wider consequences of my actions by thinking about how my decisions would affect the wider team and the department as a whole.
• Understood and supported the objectives of the wider team by regularly checking in with my colleagues, helping to resolve any issues that arose, and offering constructive feedback.

Result: By taking these actions, I was able to contribute to a positive working environment and support the objectives of the wider team. My colleagues appreciated my leadership and the way I was able to bring everyone together, and I received positive feedback from my supervisor. This helped me to grow my skills and experience, and I was eventually promoted to a higher-level role within the civil service.

Making Effective Decisions

Situation: As an Administrative Officer (AO) or Administrative Assistant (AA) in a government agency, I was tasked with organizing a workshop for stakeholders to discuss the implementation of a new policy.

Task: My responsibility was to make an effective and fair decision on the venue for the workshop, ensuring that it was accessible for all attendees and within the budget allocated for the event.

Action: I took the following steps to make the decision:

1. Analysis and research: I gathered information on potential venues, including their location, cost, accessibility, and facilities. I also sought advice from colleagues who had organized similar events in the past.
2. Talking to relevant people: I reached out to the attendees to understand their accessibility requirements and to discuss the best location that would suit the majority of them.
3. Evaluation of options: I considered all options and weighed the costs, risks, and wider implications of each venue. I also took into account the diverse needs of the end-users and any accessibility requirements.
4. Decision-making: Based on the information I gathered, I made a decision to hold the workshop at a conference centre that was easily accessible, had the necessary facilities, and was within the budget allocated for the event.

Result: I explained the decision in a clear and concise manner, both verbally and in writing. The workshop was a success, and all attendees were able to participate fully, thanks to the consideration of their diverse needs and accessibility requirements.

Changing and Improving

Situation: I was working as an AO in a government department and was part of a team responsible for processing and maintaining records of various documents.

Task: The department was facing increasing backlogs and delays in processing documents, leading to complaints from the public and other departments.

Action: I took the initiative to review our processes and suggested changes to my team and superiors. I also provided feedback on the changes in a constructive manner and encouraged my colleagues to embrace the change.

Result: By suggesting changes to our processes, I was able to help reduce the backlog and speed up processing times. I also encouraged my team to be more open to change, leading to a more positive and efficient work environment. The department received positive feedback from the public and other departments, and I was able to demonstrate my commitment to improving and changing. Additionally, I identified ways to use technology to improve our processes, taking into account the accessibility needs of the diverse end users.