1. Results focused
I am currently employed in the service sector working for a private company delivering public
services to the residents and users of Shepway Council.
Our company delivers the collections and street cleansing service on behalf of Council and our
primary role is to collect and process waste and recycling and cleanse the streets of the council.
Our customers measure us on the service we provide them, if we empty their bin on the correct
day, return the bin to their property, make sure bin completely empty, bin lid replaced and gate
closed.
We have set contractual obligations which measure the services we provide to our customers
which form our targets which measure how we are performing for our customers. We have a
number of targets which are measured against our ……….
K- Key
P- Performance
I- Indicators
s
These are reported on a dally, weekly, monthly basis, some examples of these would be…..
• Number of Complaints about the service we provide and how we provide them
• Number of Missed Bins and how reported by our crews
• Number of rectification notices and defaults issued
• Collections completed on the day of schedule
The KPIs inform us of where I or the company are not meeting the overall standards set by the
client and enables us to focus on areas that may be falling short or need some further attention.
Agreed improvement plans are put into place and those actions are measured on an ongoing
process to ensure continuous service delivery improvements and ultimately our customer
satisfaction.
Communication and Influence
My direct reports have clear defined schedules of work which provides instruction
on work to be done and standards to be achieved. However there will be
performance failures and challenges within the service that need to be
communicated to my employees , customers and our client.
Effective communication is at the core of our success. The service industry is a both
highly rewarding and sometimes extremely challenging. Meeting with challenging
customers and dealing with their expectations requires patience, common sense and
empathy. When I have had to deal with particularly challenging customers I have

2. found it best speak face to face, do a lot of listening and once I am confident that I
fully understand the customers concerns / needs I try to provide a solution and
check if the customer is happy with the outcome or needs further assistance.
The industry in which I work is mainly male orientated and being a woman presents
its own challenges, particularly when having to be assertive and deliberate to get
things done. When dealing with my direct reports I am mindful of the overall
business objective and the standards which need to be achieved. I find that in most
cases where you provide examples of what has not been done correctly and show
them what needs to be done and how it needs to be done that you are able to
influence people to achieve the overall objective. My current role requires me to be
outgoing, confident, I do need to be assertive but consider myself to be firm but fair,
I am objective and patient and take the time to listen and provide soloutions to
challenges where I can.
Customer service orientated
One of my main motivations is ensuring the customers are completely satisfied with
the service we provide and we endeavour to get this right first time every time. But
we will from time to time fail to meet the standards and as a result will possibly
have challenging interactions with customers. I mentioned previously how I want to
be the go to person, I want the customer to be satisfied with the way I dealt with the
questions / concerns, I take it personally, I want the customer to go away thinking
positively as my interaction with them may form their perception of the company
going forward. I listen and gather information before I try and offer a solution.