Manager, Customer Service

  • May 14, 2014

These competencies describe the required behaviours and expectations for the position:


Customer Experience

Undertakes a regular exchange of information with customers and/or co-workers for mutual benefit to build a network of trust. Manages these relationships on an ongoing basis to ensure alignment and efficiency of effort.


Makes well-thought-out modifications to systems or processes to improve both their impact and performance.

Learning and Innovation

Develops a cross-boundary approach to learning by gaining information from multiple sources and encourages this in others as a strategy for continual improvement. Adapts communication for different audiences.


Acknowledges both organizational and personal capacity to change, based on what is and is not possible or probable. Knows when to say no. Changes approach accordingly, even though this may entail considerable effort to meet the organization’s needs.

Solution Focus

Analyzes relationships among several parts of a problem or situation. Demonstrates resilience by developing personal tactics and techniques to deal with issues and changes encountered in resolving problems.

Teamwork and Partnership

Makes sure the practical needs of the team are met. Uses different leadership styles in response to the needs and goals of the team. 


Impact and Influence

Calculates the impact of actions and words. Listens to what others have to say and actively adapts style and approach to suit different groups. Understands different perspectives before taking action.

Judgment and Decision-making

Actively seeks additional insights to refine judgment and support decision making. Develops a thorough understanding of how external forces within a division, organization, marketplace or industry relate to one another.

Identifying, Planning and Executing

Demonstrates a keen understanding of differences in relationships between individuals and groups. Develops and implements effective work plans and schedules for multiple undertakings that involve different groups. Effectively allocates work and is able to redirect resources quickly to meet changing priorities while managing competing tasks.

Knowledge Sourcing and Sharing

Practical application of knowledge – Connects the dots from theory or trends to practical business solutions. Applies knowledge in the flow of work to add value to the organization and further its business. Provides insights and innovative solutions for customers. Captures lessons learned from past, similar or current experiences and applies them to future situations. Is proactive in developing new solutions and creating acceptance or buy-in for new approaches. Can readily provide multiple examples of how their knowledge has been applied to enhance the organization and add value to our customers.


Develops strategies and actions to realize the organization’s goals. Promotes outstanding achievements within the organization. Guides others through direct and indirect means to achieve organizational objectives and keeps others informed about individual actions, processes or influencing events.

Development and Capability Focus

Provides coaching and reinforcement to others to define career development activities that are clearly linked to business, team and individual goals and required competencies. Encourages ownership of development by supporting formal training, on-the-job experiences and other relevant developmental activities.