1. assessment feedback
Printed: 15/06/16
Name Jon Pitt
Assessment
Date
16th May 2016
Organisation DWP London and the Home
Counties
Assessor Suzan Adeniji
Qualification Communications Decision Achieved
Qualification Solutions Decision Achieved
Holistic approach
Jon, you gave a clear example of how you developed a holistic approach to Communications in Key Event
3, VIP visit. In this Key Event you told me that you were informed that your local MP and other senior
ministers were making a visit to your office. You took charge and arranged for some employers and
providers to attend the office on the day, like a mini jobs fair. You liaised with the Employment Advisers
and Partnership Manager for your site to get their support and pull the event together. You arranged for
customers to use the public access computers to apply for jobs for a large local retail outlet and
colleagues also arranged for Asda, Tesco and Travelodge to attend. You said that you did experience an
issue with customers running over their allocated time slots on the public computers. You were able to
secure another computer resolving the time issues for customers. You arranged for a local ex-gang
member to speak at the event, as said that he was inspiring to both staff and visitors alike. The event was
a great success. You explained that the holistic impact of you carrying out this task was:-
Customers – Could see how productive the Jobcentre is, and the lengths that you go to in order to
support your customers back into work.
Organisation – The organisation was represented in a positive light as the event “showcased the
effectiveness of the offices and the worthwhile work they do”.
Colleagues – Providers were able to showcase what they are doing with customers, showing how money
is being spent. Managers fed back that staff morale had risen as they felt valued because of the work
their offices do.
Development – You said that planning the event, having to liaise with colleagues, managers and external
partners has improved your communication, organisational and interpersonal skills.
You went on to give a clear example of how you developed a holistic approach to Solutions in Key Event
1 Jon, where you described that you identified that the public access computers were not being utilized to
their full extent. As digital lead for your office, you wanted to help support the government agenda of
“digital by default” supporting customers to be more self sufficient. Feedback you received highlighted
that customers have their own internet enabled devices, and staff time to assist customers online is
limited. You reviewed 200 surveys from staff and customers about what they would like assistance with.
You encouraged staff to improve on their own digital skills. You then sent out a customer journey to staff
and engaged the Employer Adviser team to arrange for employers to have their applications completed
online in the office. You stated that the impact on the Four Key Areas of your approach was:-
Customer – Helped give more structure to work coach interviews, supporting identifying the needs of the
customer.
Organisation – reflected well on the department showing that we “are moving with the times so top
speak”.
Colleagues – Helped colleagues build better rapport with their claimants. The skills health check shows
claimants that their coach is trying to “support them in what they really want to do, not just get them off

2. the books”.
Development – You said that you were able to engage with customers more through the use of the
survey you did. You said “when I made a mental note of what the feedback was in terms of age, I could
identify generational differences.
Personal learning and development
Jon, you told me that undertaking this qualification has “given me a better understanding of people,
whether they are colleagues, customers or managers.” You said that you like to think that you are a
pretty understanding guy; you try to take time with customers to find out what it is that they want so that
you can understand their needs and help them. You said with colleagues you have a better
understanding of how they work through things that you have done with them, “understanding when and
how to adapt my approach to individual needs.”
You said that you also have a better understanding of yourself and how you engage with your staff. You
went on to say “It has been a challenge to make my brain think in a different way. I probably do holistic
any way, but had never thought about it in depth, as you had to here.
You went on to say that side from the fact that the qualification is worthwhile doing, it gives you a
qualification that is recognised outside of the department. The qualification is a great way to help you self
reflect, within a framework, on the things that we all do every day. Jon you have clearly demonstrated
meeting C4.5, and C4.4 in your personal learning.
Qualification Communications
Qualification Requirements
C1.1 develop rapport with customers
C1.6 make efforts to exceed customer expectations
C1.7 manage customer reactions when you are unable to meet their expectations
C2.2 follow procedures and protocols, while meeting customer needs
C3.1 work with internal and external colleagues to deliver customer service
C3.2 adapt own behaviour in response to behaviours and feelings of colleagues
C3.4 are a role model to colleague when delivering service
C4.1 assess own skills, knowledge and behaviour
C4.4 carry out personal development activities
C4.5 reflect on the impact of personal development activities
Jon, during our discussion you gave some clear examples of meeting the Qualification Requirements, in
particular, a clear example was when we discussed Key Event 2, where you gave me an example of
meeting C3.2 adapt your own behaviour in response to behaviour and feelings of colleagues. You told
me that you had two AJCS (Access to Jobcentre Services) officers, one of who is reluctant to any kind of
change. The initial desk aid for the processing of medical certificates she had been given was not up to
par, and as such she was reluctant to use it. You explained to the member of staff that she would get full
training on the process and be more comfortable with it. You said that you had to take a step back with
this member of staff so that you were not perceived as being too bullish. You said that you were very
supportive and knew you had to take a gentler approach with her, due to her nature. Surmising by saying
“given her nature and character, I knew that I had to be a lot softer and gentler with her.
I asked for another example and you explained how your office is currently undergoing a reduction in staff
at Band B level. Staffs are being deployed across all teams in the office; you have to move a member of
staff from the front of house to help with the Work Programme team. You explained that when her diary
was clear this member of staff would go and have a chat with colleagues, you had spoken to your
member of staff about this with no clear resolution. You told me that you spoke to your senior mangers
and it was agreed that the move would be good as it would give this member of staff more structure. You
said “I highlighted this as an opportunity for change” as she had asked for a change previously. As this

3. member of staff was very sensitive, you said that you softened your approach and focused on the fact
that she had previously asked for a move.
To be developed:
Jon, throughout our discussion you consistently demonstrated meeting the qualification requirements,
however you failed to claim C1.7, manage customer reactions when you are unable to meet their
expectations’ anywhere in your passport. You clearly demonstrated this in our discussion and when I
asked for a specific example of meting this requirement you said, “an agitated customer came into the
office requesting a proof of benefit letter, this is not something the Jobcentre can provide as we are not a
processing centre”. You said that you took time to explain to the customer that you do not have the facility
to produce these letters. In this instance you allowed the customer to use a phone in your office to
contact the benefit centre to request a proof of benefit letter. Owing to the urgent nature of the letter, you
informed the customer to request that the letter be faxed to your office so that she would receive it that
day. Here Jon you have clearly demonstrated how you managed your customers expectations, by
explaining why you were unable to assist them. I would encourage you to speak with your coach and
identify ways that you can consistently recognise your demonstration of this going forward.
Qualification Solutions
Qualification Requirements
S1.2 maintain service when things go wrong
S1.3 identify recurring customer service issues
S1.5 propose service solutions to those who can act on them
S2.2 assess the potential impact of customer service improvements on your
team's/department's/organisation's objectives
S3.1 work with colleagues and/or suppliers to ensure consistent service when things go wrong
S3.2 seek support of colleagues and/or suppliers to develop solutions to customer service
issues
S4.2 assess your own skills, knowledge and behaviours
S4.4 seek and plan personal development opportunities
S4.5 carry out personal development activities
S4.6 reflect on the impact of your personal development activities
Jon I asked if you could give me an example of when you demonstrated S1.2 maintain service when
things go wrong. You told me that the Accessing Jobcentre Services (AJCS) diary was becoming full of
Habitual Residency Test (HRT) appointments. HRT appointments need to take place within two days of
the claim for benefit being made. The AJCS diary is essentially there to support those customers who are
most vulnerable, having so many HRT appointments, meant that there was no space to book anything
else in. You said that you attempted to increase the AJCS diary space to accommodate the HRTs within
the designated timeframe. This you said enabled you to “continue as you had been”.
I asked for another example of meeting this qualification requirement and you told me that the automatic
doors were broken and the public could not access the office. In order to maintain service you said that
you and colleagues escorted customers through the staff entrance and into the main entrance to see
whom they needed to see.
To be developed:
Jon throughout our discussion you consistently demonstrated meeting the qualification requirements. In
Key Event 2, you gave me an example of S4.2 assess your own skills knowledge and behaviours. In this
Key Event you said that you had “been through a few changes and have previous project management
skills”. Staff felt displaced and uncomfortable with change in the past and this could impact the office
detrimentally. You said that you knew that you would have to approach staff about moves and highlight to
team leaders how change can affect staff. I informed them that moving role etc. can be very emotive for
some staff and they should be more tactful in their approach when delivering the message. Here Jon you
have clearly demonstrated how you used prior experience to enable you to support colleagues in driving
a change forward, I would encourage you to continue to reflect upon your own and other’s practice to

4. enable you to continue to support colleagues and deliver excellent service going forward.
Findings:
Congratulations Jon, I am delighted to tell you that you have achieved your Institute of Customer Service
Communications and Solutions qualifications. Our discussion confirmed your commitment to providing
excellent customer service. Your commitment to delivering excellent customer service to both your
internal and external customers was evident throughout our discussion.
You are now entitled to become a professional member of the Institute of Customer Service, this will give
you access to CPD (Continuous Professional Development), to help you continue with your development
to keep your customer service skills at the forefront of your mind.
Congratulations and very well done Jon.