List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.
ELEMENT | PERFORMANCE CRITERIA |
Elements describe the essential outcomes. | Performance criteria describe the performance needed to demonstrate achievement of the element. |
1. Establish criteria for identifying key relationships | 1.1 Establish criteria for identifying client as key relationship to organisation 1.2 Communicate criteria for key relationships to staff and agents for organisation as required 1.3 Conduct regular reviews of organisation’s criteria for key relationships to take into account changing market conditions and client profiles |
2. Identify key relationships | 2.1 Review existing clients using criteria for key relationships to develop database of key relationship clients 2.2 Allocate each key relationship to identified senior representatives 2.3 Inform all staff of key relationships and responsible representative for each key relationship |
3. Establish service structures for key relationships | 3.1 Provide appropriate training to representatives who deal with key relationships 3.2 Establish administrative and research arrangements to support key relationships 3.3 Establish service guidelines for key relationships, including terms of trade and fees, and communicate to representatives 3.4 Prepare organisational capability briefs for key relationships, including clear statements on standards of service, quality assurance procedures, reporting arrangements and compliance with legislative and regulatory requirements |
4. Establish monitoring procedures for key relationship services | 4.1 Establish procedures for representatives to report on key relationship service delivery 4.2 Establish reporting arrangements that protect client confidentiality and comply with industry codes of practice, and legislative and regulatory requirements 4.3 Conduct client satisfaction surveys with key relationships and communicate results to staff 4.4 Resolve complaints efficiently and analyse process for potential service improvements 4.5 Conduct regular reviews of key relationship service delivery against organisational standards and key performance indicators (KPIs) |
Evidence of the ability to:
determine criteria and identify key relationships for the business
develop comprehensive systems to manage relationships and provide quality service
monitor procedures and systems to ensure key relationships are managed and maintained effectively
comply with industry regulations and codes of practice
work effectively with others using high level communication, interpersonal and negotiation skills.
Note: If specific volume or frequency is not stated, then evidence must be provided at least once.
To complete the unit requirements safely and effectively, the individual must:
describe organisational criteria used to define key relationships
outline the role of changing market conditions in establishing, managing and monitoring key relationships
outline organisational administrative, research, reporting and training requirements relevant to the effective management of key relationships
explain key requirements of relevant industry legislation, regulations and codes of practice
discuss principles and techniques of effective communication and negotiation in key relationship management.
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:
common office equipment, technology, software and consumables
financial services product information.
Assessors must satisfy NVR/AQTF assessor requirements.