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The British Council
Generic Skills Dictionary
External Version: 7 March 2007
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Contents
1. Introduction and explanation of
generic skills 3
2. Generic skills 5
(a) Business management and development 6
(b) Communications 9
(c) Computer skills 12
(d) Financial planning and management 16
(e) Human resource management 19
(f) Marketing and customer service 21
(g) Project and contract management 23
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1. Introduction and explanation of
generic skills
Introduction
The purpose of the British Council is to build mutually beneficial relationships between people in the UK and other
countries and to increase appreciation of the UK’s ideas and achievements.
Everything we do must contribute to one or more of the following outcomes:
Improved perception of the UK in other countries
Greater mutual understanding between the UK and other countries
Stronger ties between the UK and other countries
The work of every British Council member of staff contributes in some way to the achievement of these outcomes, and it is
therefore important that we all have a clear understanding of what our role is and what is expected of us.
To do this we use Job Descriptions which describe the aims and objectives of jobs and the organisational skills profile,
which describes the important skills and competencies needed to do a specific job. One of the components we use is a
standard set of 7 generic skills which are described in further detail in this dictionary. They are listed in alphabetical order
in Section 2 of this document and displayed across the page in following format:
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Generic skill title
Generic skill definition: this
describes in more detail what
the skill is about and what it Shows levels – the increasing increments or complexity at
involves which the skill can be demonstrated.
Level 1 - Describes someone who is learning the skill and
when facing something new or unusual has to refer to
Areas of responsibility: procedures, manuals or other team members for guidance
breaks down the higher level
skill definition into component Level 2 - Describes someone who can cope with standard
parts with a more detailed problems/common situations, is competent at day to day
description of what this would application of the skill and is able to present concepts,
entail information and solutions.
Level 3 - Describes someone who can cope with
unusual/non-standard problems and issues, is aware of
Shows links to other parts of alternative options and approaches to situations, can guide
the organisational skills or advise others (seen as setting an example to others) in
profile (e.g. behaviours) this skill and is able to look ahead and anticipate (seen as a
recognised expert and visionary in the field).
The British Council’s recruitment policy requires candidates applying for jobs to provide evidence against those
components of the organisational skills profile required for the job advertised. This dictionary provides guidance on the
meaning of each of the generic skills and their levels.
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2. The Generic Skills
1. Business management and development
2. Communications
3. Computer skills
4. Financial planning and management
5. Human resource management
5. Marketing and customer service
6. Project and contract management
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Business Management & Development
Definition
The ability to develop, sustain and grow the business in line with corporate strategic priorities for income and impact: to formulate business strategy, to understand
crucial business drivers, both internal and external, and assess various business development options and interrogate management information. Effective
management of resources across the business.
Area of Level 1 Level 2 Level 3
Responsibility
Market analysis Understands the importance of market Establishes and implements systems to collect, Recognises the need for market intelligence and
and business analysis and is aware of market trends, analyse and disseminate market information. is responsible for the design of market research.
intelligence including competitor activity. Identifies and understands market segments, applies Understands and uses market intelligence e.g.
Collects and uses relevant quantitative this knowledge in anticipating and meeting market gaps and competitor position in the
and qualitative data on the target client/customer/partner needs and generates a development of new sources of income
audience or market. creative and successful offer in response. generation and commissioning of new products
Monitors market trends and potential opportunities. and services which achieve the income and
Contributes to the identification and
impact required.
analysis of needs for existing and new
markets, clients, partners and Assesses and makes judgements on market
customers. intelligence either to expand business
opportunities, commission new
products/services or to decommission existing
work.
Business Understands how new activities Makes a measurable contribution to the development Establishes business strategy and leads the
strategy support achievement of corporate of business strategy and value for money indicators. realisation of dual-key plans.
outputs.
Positions the business for now and the future by Leads on the design of innovative business
Ensures that activity is in line with identifying innovative solutions to achieve impact and development approaches and the assessment of
technical and financial business revenue targets. delivery mix to achieve maximum impact and
objectives. income for the organisation and clients /
Understands negotiation tools and techniques and can
customers / stakeholders / partners.
apply these to support the achievement of business
objectives. Leads on the development and implementation
of negotiation strategies and partnership
agreements that lead to enhanced business
achievements.
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Area of Level 1 Level 2 Level 3
Responsibility
Product and Understands the need to develop Develops, through recognised planning processes, Takes the lead for product and service
service and/or commission new products, new projects and services with an understanding of development across a portfolio of services.
development services and solutions that support the which approaches will work in local context and of how
Recognises and manages either gaps in the
/commissioning delivery of corporate objectives and it will facilitate achievement of corporate outputs.
product/service portfolio or opportunities for new
meet stakeholder needs.
Understanding of and the ability to manage products and services.
commissioning and tendering processes.
Responsible for identifying, designing and
securing appropriate competitively tendered
projects.
Managing Risk Demonstrates an understanding of Undertakes business risk identification and analysis for Responsible for risk and opportunity
business risk and can identify where specific initiatives in line with business risk identification across the business and
risks may originate from. management frameworks. Uses this to inform understands when a level of risk is acceptable.
approach and manage risk.
Complies with Business Risk Management
Framework responsibilities (if identified as a
BMRF Process Owner).
Managing Collects and analyses client / Takes the lead role in managing the client and Manages complex or strategically important
relationships stakeholder / partner feedback and stakeholders for a specific activity. client/stakeholder/partner relationships, which
with customers, perceptions and identifies needs within achieve significant impact for the organisation.
Keeps abreast of operating context. Uses stakeholder
clients and specific area of work. Identifies barriers
analysis, facilitation and problem solving approaches Anticipates changing circumstances and barriers
stakeholders to service delivery and contributes to
to resolve issues and remove barriers to effective to stakeholder engagement and takes action to
their resolution.
service delivery. minimise these.
Communicates consistently and
Identifies important relationships and develops
effectively with stakeholders and
strategies to strengthen these within specific area of
responds to changing circumstances in
work.
order to enhance brand and reputation.
Resource Understands and uses human, Negotiates and manages the deployment of resources Takes the lead and is responsible for the
management for financial, IT and knowledge resources in efficient manner and in the context of a clear efficient use of all resources in order to achieve
business efficiently and effectively in order to understanding of overall strategy. corporate outputs.
development achieve results.
Identifies and actively manages the development of Uses the commissioning process to align
and
Has strong sense of value for money staff skills that are needed when building new resources with priorities.
implementation.
and understands the importance of strategies and business.
Develops effective resource management
delivering within expenditure and
Understands how to use and communicate strategies and policies for a portfolio of work and
income budgets.
. management information. monitors their implementation.
Supports procurement and negotiation
Identification and management of resource risks
processes.
including anticipating changing circumstances and
mediating between conflicting needs and expectations.
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Area of Level 1 Level 2 Level 3
Responsibility
Monitoring and Understands the importance of Builds monitoring and evaluation into the business Identifies best practice, learning, new processes
Evaluation evaluation. Is thorough in the strategy. or ways of working that lead to cost
collection and communication of savings/improved delivery beyond team level.
Grounds evaluation in external market context and
evaluation data.
adjusts measurement to provide clear evidence of Agrees measurable and challenging targets for
Supports the achievement of targets effectiveness. individual initiatives and manages progress
and monitors own contribution towards towards these.
Studies evaluation data to see if new approaches have
these.
had the desired impact, reflects on lessons learned Ability to understand and interpret the results
and communicates the results of valuation. and leads on the discussion and dissemination
of the results.
Links to behavioural competencies Links to job families: Links to other generic skills.
1. Achievement. 1. English 1. Human resource management.
2. Analytical thinking.
2. Information systems and technology (IST) 2. Financial planning and management.
3. Entrepreneurship.
3. Marketing and communications 3. Project and contract management.
4. Leading and developing others.
4. Marketing and customer service.
5. Relationship building for influence.
6. Working strategically.
7. Customer service orientation.
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Communications
Definition
Communications skills are what make us effective in sharing ideas, thoughts, information and feelings with diverse internal and external audiences, often in cross-
cultural situations, in order to develop two-way understanding between the audience and the communicator.
Area of Level 1 Level 2 Level 3
Responsibility
Reading and Writing Identifies the main points and ideas in Able to produce summaries of complex Makes perceptive comments on what he/she
Skills different types of documents documents for a specific audience is reading demonstrating an understanding of
Asks questions when he/she does not Writes business documents clearly and the author’s reasoning and motivation
understand what he/she is reading or to effectively using standard corporate formats Writes and Quality Reviews strategic
clarify the issue where available (e.g. reports, PowerPoint, documents, policy papers and corporate
Understands how to use different kinds of web, etc.) reports
documents for different purposes (i.e. Able to manage documents through several Writes for internal and external publication
letters, memos, reports etc.) drafts with various contributors Writes speeches clearly and appropriate to
Writes clearly, in a style suited to purpose Reports disagreement with sensitivity and the audience being addressed
and with the needs of the reader in mind even-handedness Ability to assimilate long and complex
Makes sure information is well organised Understands and applies plain English documents quickly and effectively
and easy to use guidelines Produces accurate and concise records of
Avoids jargon and explains acronyms and meetings.
technical terms where the reader is
unlikely to understand them
Avoids discriminatory language
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Area of Level 1 Level 2 Level 3
Responsibility
Speaking and listening Contributes to discussions and pays Makes balanced and effective contribution in Motivates, encourages and inspires
skills attention to the timing and setting of difficult situations e.g. conflicts between staff individuals and groups through appropriate
discussions members use of language and manner
Is able to express non-complex ideas, Communicates ideas clearly, effectively, Delivers presentations to internal and
thoughts and feelings persuasively to an individual or a group external audiences, and handles questions
Gives feedback honestly and Varies speaking style according to audience effectively
constructively States different and/or critical opinions Able to communicate directly and
Asks questions when he/she does not without causing offence appropriately with senior external
understand what is being said or to clarify stakeholders (e.g. at receptions,
Is aware of his/her own and others’ body presentations etc)
the issue language
Listens attentively, uses appropriate tone Uses consultancy skills (listening,
Contributes to meetings effectively to ensure questioning, analysing issues, outlining
of voice and is polite all parties can respond and/or participate options etc.) to enhance understanding and
Delivers presentations effectively help others express and develop their ideas
Acts as a sounding board for colleagues
Listens empathetically (paying attention to
words, feelings and thoughts of the speaker,
and responding appropriately)
Understanding Judges when to communicate and Develops, implements and evaluates an Plans and manages a communications
purpose understands the impact/consequences of effective communication strategy and plan programme to deliver corporate and business
his/her message on others Applies level 1 principles in complex objectives
Ensures communications are appropriate communications to diverse audiences Takes calculated risks with communications
to purpose and prepares for important Demonstrates an understanding of the wider in order to provoke a desired response
discussions environment (cultural, political, social etc.) in
Has a basic understanding of the cultural which he/she is communicating.
environment in which he/she is
communicating
Understanding the Identifies and understands the Analyses the communication needs of new Uses market research techniques to improve
audience communications needs, expectations and target audiences understanding of an audience’s
preferences of the audience he/she wants As appropriate, encourages and generates communications preferences and needs (now
to communicate with two-way communications with target and in the future)
Adapts his/her approach for simple audiences to increase mutual understanding
messaging to his/her audience and adapt communications as required.
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Area of Level 1 Level 2 Level 3
Responsibility
Understanding tools Chooses between basic communication Is aware of and understands how to use a Able to plan and manage multi-media
and media methods depending on context wide range and the right combination of communications programme
communication tools as appropriate Assesses potential of new and existing
Understands the impact of different tools communications tools/media
Evaluate effectiveness of communications Develops new and existing communications
tools and media
Knowledge Sharing Passes on information proactively and in Demonstrates commitment to sharing Able to create knowledge sharing strategy for
a timely manner information and knowledge with colleagues project/business
Finds out where knowledge and throughout the organisation
information are held Able to build appropriate networks
Is aware of knowledge sharing practices Encourages others to share information and
and tools knowledge with one another.
Understands the importance of
appropriate knowledge sharing
Understands and applies data protection
principles
Links to behavioural competencies Links to job families Links to other generic skills
1. Analytical thinking 1. English 1. Business management and development
2. Customer service orientation 2. Human resources 2. Computer skills
3. Flexibility 3. Information systems and technology (IST) 3. Financial planning and management
4. Intercultural Competence 4. Marketing and communications 4. Human resource management
5. Leading and Developing Others 5. Programme and project management (PPM) 5. Marketing and customer service
6. Professional Confidence 6. Arts 6. Project and contract management
7. Relationship-Building for Influence
8. Self-Awareness
9. Teamworking
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Computer Skills
Definition
To understand and use the Council’s IT systems in an effective manner in compliance with IT security standards including the ability to describe and report
issues/problems accurately to the IT helpdesk or appropriate personnel
Area of Level 1 Level 2 Level 3
Responsibility
Using Outlook Create, send, forward and reply to emails Use voting buttons on emails sent and Use tracking facilities and expiry dates on
Send, open and save attachments received email
Set up out-of-office assistant messages Manage distribution lists Create/assign tasks and monitor task
In line with
Manage own appointments and set reminders progression
disability Able to recall email messages sent in error
legislation (e.g. using the Calendar function. Know how to use outlook for email merging
Delete unwanted items
reasonable Set up own Calendar to allow at least read- Effectively use Outlook to manage and file
adjustments being Set up/ respond to meeting requests using only access to Calendar to a suitable set of emails including writing email rules and
made if needed) Calendar colleagues. managing alerts
Use and search the global address list Check for colleague’s availability using Apply and create categories to organise
including distribution lists and public folders Calendar. items
Recognise SPAM and phishing attempts (e.g. Change views (reading pane, sorting,
scams; chain letters) calendar, etc)
Understands and complies with IT security Use tracking facilities
standards
Restore deleted items
Create, organize and manage message folders
Create and maintain contacts
Add and remove toolbars
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Area of Level 1 Level 2 Level 3
Responsibility
Using Word Identify, open, create and print Word files Create, modify and format standard tables and Perform complex mail merges (Word into
Be aware of and use templates borders other applications)
In line with
disability Use basic character and paragraph formatting Understand the principle of styles and how to Create document templates using styles
legislation (e.g. (e.g. bold, bullets etc.) and styles modify them Create and format complex diagrams and
reasonable Create and modify drawing objects and graphics
Utilise spelling and grammar checking tools
adjustments being diagrams (e.g. text boxes)
Change margins and paper orientation Insert bookmarks, Table of Contents,
made if needed)
Perform basic mail-merge facilities (within footnotes and endnotes
Insert images and symbols Word) Understand and use section and page
Change document views and modify document Use hyperlinks and bookmarks breaks
options
Format and manipulate images in relation to Create/manipulate outlines styles for
Use and modify document properties text numbering and bullets
Save, copy, rename, search, move and delete Use automatic numbering facilities. Create/amend complex documents using
files several levels of headings and sub-headings
Update a Table of Contents
Understands and complies with IT security and handling indexes, tables and a cross-
standards Track and manage changes during editing and reference system as appropriate
reviewing
Awareness of file size and knowledge of how
Add and remove toolbars to use file compression
Using Excel Understand and apply basic concepts and Create and format graphs and charts Troubleshoot problems
terms used in Excel including the difference Handle complex tables sorting data and Summarise data using pivot tables
In line with
between cells containing data and formulae repeating vertical/horizontal headings
disability Link spreadsheets to other files and
legislation (e.g. Create, format, modify, sort, print and delete facilitating the consultation of the spreadsheet applications including formulas across
reasonable simple spreadsheets Create formulas using simple mathematical multiple sheets
adjustments being Format spreadsheets using text colour, operators and functions Write and modify macros
made if needed) shading, borders Freeze, lock, hide spreadsheet ranges and Understand and apply statistical analysis for
Save, copy, rename, search, move and delete format for printing creating complex formulae
files Import and export data to other applications Calculate using more complex formulae (e.g.
Understands and complies with IT security Add and remove toolbars IF/AND/OR)
standards
Track and manage changes on shared
workbooks
Create and manage scenarios and ‘what if’
data tables
Awareness of file size and knowledge of how
to use file compression
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Area of Level 1 Level 2 Level 3
Responsibility
Using Databases Understand and apply basic database Produce reports from tables and queries Identify areas for improvement for use with
concepts (e.g. navigate records) Retrieve and search for information using existing databases
In line with
disability Perform simple database queries to extract or standard reports Know how to commission database
legislation (e.g. select records from the database according to Perform more advanced queries using the development according to business
reasonable specified criteria built-in query tool to search data and produce requirements
adjustments being reports
made if needed)
Using Load and run PowerPoint presentations Apply various slide show animated effects Add audio-visual information to presentations
PowerPoint Create and format basic presentations using Create, edit Master slide templates including video clips
In line with pre-defined slide layouts Create a new template from scratch Create animated text and graphic effects
disability Insert basic graphics (e.g. clipart) Know how to store PowerPoint presentations
Create images and charts within (and
legislation (e.g. on the web.
Print slides and handouts in a variety of paper between) presentations
reasonable
layouts suitable to the target audience Demonstrate confidence in using the slide Use the PowerPoint presentation feature to
adjustments being
Use a data projector for presentations master, handout master and notes master reduce large file size presentations
made if needed)
Save, copy, rename, search, move and delete Import and embed data from other applications Awareness of file size and knowledge of how
files including Word and Excel tables and to use file compression
hyperlinks
Add and remove toolbars
Using Internet Know the difference between internal (Intranet) Able to access and use the British Council Use web casts (e.g. webinar)
Explorer and external (Internet) sites intranet site Commission and manage Internet pages and
In line with Understand basic concepts and terms Understands and complies with BC security podcasts
disability associated with using the Internet in line with standards Create and use blogs, wikis and discussion
legislation (e.g. general IT security standards Refine searches using advanced searching forums
reasonable Use search engine tools to locate information mechanisms Use Obtree to create BC web pages
adjustments being of interest Evaluate search results, assessing authority,
made if needed)
Able to bookmark and print web pages authenticity, currency of website content
Able to add and organise favourites Understand copyright issues relating to using
Be able to listen to or watch podcasts web material
Save a web page as a file
Add and remove toolbars
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Area of Level 1 Level 2 Level 3
Responsibility
E-Learning Register/enrol for online conferences, courses Understand the conventions of and contribute Moderate on-line learning (e.g. administrate,
and other elearning events using different on line communication tools design for, facilitate, evaluate and provide
In line with
Follow a course of instruction (discussion forums, text chat, voice chat, video technical assistance for learners)
disability
chat etc.) Commission and manage online content
legislation (e.g. Have a critical view of quality/delivery of online
reasonable materials Be aware of and apply on-line etiquette including ensuring sites are secure in line
adjustments being (netiquette) with British Council security standards
Creating and editing a personal profile
made if needed) Understanding and application of online Understand the functionality and applicability
Download/upload materials learning techniques (time management, self of different on-line tools (chat, discussion
Understands and complies with IT security reflection, problem solving and asking for help, forums, wikis, blogs, VoIP, quizzes, FAQs,
standards apply awareness of learning style etc.) calendars, etc.)
Adapt materials for an online audience
Link to other Generic Skills Links to Job Families Links to Behavioural Competencies
1. Business management and development 1. Information Systems and Technology (IST) 1. Achievement
2. Communication skills 2. English 2. Analytical thinking
3. Financial planning and management 3. Web, Knowledge and Information Management 3. Professional Confidence
4. Project and contract management 4. Team working
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Financial Planning & Management
Definition
Financial Planning and Management is the ability to cost activity and manage the budgets set. It involves the planning and delivery of agreed results/outputs within
established criteria for budget and timescale, using the appropriate policy and process.
Area of Level 1 Level 2 Level 3
Responsibility
This level - will be expected to seek Although not specifically stated L3 will
guidance from L2 and L3 provide guidance to L1 and L2
Risk Management Awareness of corporate/global policies Knowledge and experience of Lead on the management of risk, by assigning
and processes in relation to risk corporate/global policies and processes in roles and responsibilities, ensuring reviews take
management including business risk relation to risk (including BRMF) and how place and risks are managed at a
management framework tools (BRMF) these link to departmental/country/regional departmental/country/ regional level
and know where to locate this level risk management
Ability to identify opportunities and manage any
information
Ability to identify and manage these risks financial risks associated with them
Communicates exceptions at Takes responsibility for reporting exceptions to
departmental/country/regional level the appropriate senior management forum
Planning and Awareness of financial planning cycle Knowledge and application of British Council Ability to produce a financial plan to support
Forecasting and deadlines and where to locate this planning cycle plus policies, processes programme of activity for dept/country/region
information (FPS) and timetables
Ability to cost activity, including cost benefit
Understanding of process to set up and Contributes to departmental/ country/regional analysis where appropriate
maximise benefits of an effective financial plan
Ability to construct pricing structures (e.g. pricing
management reporting structure (WBS +
Uses systems to accurately cost a exams, course fees)
cost codes) including budgets and
project/activity
commitments Use forecasting as a tool to identify
Supervises the setting up of a financial patterns/trends in expenditure/income
Has basic knowledge of the concept of
management reporting structure (WBS +cost
cashflow (movement of money in and
codes for SAP countries) including budgets
out of the organisation) and provides the
and commitments
relevant financial information to budget
holder as part of the cash flow Produces a cash flow forecast for
forecasting exercise project/activity
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Area of Level 1 Level 2 Level 3
Responsibility
This level - will be expected to seek Although not specifically stated L3 will
guidance from L2 and L3 provide guidance to L1 and L2
Monitoring and Understand how to access reports and Understand how to access and process Takes lead responsibility for monitoring and
Reporting verify transactions posted to budgets, reports, including income and expenditure reporting at departmental/country/ regional level
where financial role permits statements and balance sheet
Able to analyse and interpret complex financial
Knows how to create and maintain Monitor financial performance against targets data in order to make appropriate
financial management information and takes action to manage exceptions (e.g. recommendations/proposals to business
records for projects/activity (showing over/underspend on a particular budget) plans/projects
budget, actuals, commitments and
Monitor creditors and debtors and report Reports directly and appropriately with internal
forecast outturn)
exceptions at business risk management and external stakeholders on financial matters
Understands how to review the status of meetings as appropriate
creditors and debtors and know how to
escalate problem items as appropriate
Has basic knowledge of business risk
management tools for monitoring and is
aware of their own role in this process
Receipts Process: Knowledge of customer master data - Knowledge plus application of bad debt Lead on any bad debt applications for write off
process plus content and data standards policy and process
Invoiced and non- Takes responsibility for ensuring reconciliation
invoiced Ability to run debtor reports or know Checks and approves reconciliation of of receipts to cash banked are completed where
where to access them and identify receipts to cash banked (where required) required
debtor position e.g. check if amounts are
overdue
Awareness of the concept of
reconciliation and ability to prepare a
statement of expected income where
required
Payment Process Knowledge of the procedures for setting Knowledge of, and manages, the risks Ensure that resources are in place, roles and
up vendors on the corporate system associated with setting up of vendors responsibilities are clearly defined and allocated
(SAP) and that there is compliance with corporate
Ensures payments are processed correctly
standards, to enable the payment process to run
Awareness of payment system process and creditors are effectively managed
efficiently and effectively
and document standards, including
travel and expenses, or where to locate
the information
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Area of Level 1 Level 2 Level 3
Responsibility
This level - will be expected to seek Although not specifically stated L3 will
guidance from L2 and L3 provide guidance to L1 and L2
Impact of financial Has a basic awareness of how Understands how transactions impact on the Demonstrates an understanding of the wider
transactions on BC transactions impact on corporate corporate accounts environment in which the organisation is
statutory reporting accounts operating and the impact this has on financial
Understand internal management principles
plus other reporting transactions, e.g. devaluation
Awareness of statutory and internal and practices, including accruals, in the
obligations
management principles and practices, recording of transactions Takes lead responsibility for ensuring that
including accruals, and where to locate transactions are properly recorded in the
guidance accounts
Ability to correct accounting entries and
to cross charge between business
activities or provide relevant information
for the journal to be raised.
Links to behavioural competencies Links to job families Links to other generic skills
1. Analytical Thinking 1. Finance 1. Business management and development
2. Holding People Accountable 2. Communications
3. Customer Service Orientation 3. Project and contract management
4. Inter-cultural Competence
5. Professional Confidence
6. Self Awareness
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Human Resource Management
Definition
HR management is about managing and coaching staff to ensure effective and innovative corporate/business delivery. It is about defining the structure, numbers and
skills in teams, setting challenging and realistic objectives for staff and ensuring they are both effectively developed and performance managed in line with our policies
and legislation. The aim is to achieve or exceed corporate/business objectives by ensuring staff feel motivated and confident about working creatively in a supportive
and inspiring culture that is in line with our values and EO and Diversity.
Area of Responsibility Level 1 Level 2 Level 3
Resourcing:
Understanding of the business Contributes to the development of the staffing Assesses and makes judgements on the correct
Establishing and objectives and goals of the profile for the team/dept/country/region in line staffing profile to deliver the business
maintaining team/department/country/region; with the business/country/regional plan objectives/goals and an understanding of any
appropriate structure, being clear about own role and the associated risks
numbers and skills in roles of others, and how this effects Good knowledge of British Council
teams (staffing profile) the staffing needs and profile recruitment and selection policies and Leads recruitment exercises, adhering to HR
to enable the business processes policies. Ensures others are trained in this area.
to meet its goals and Awareness of the relevant HR
objectives policies and procedures and Ensures an equal balance in the distribution Ensures staff are employed in line with British
knowledge of where to obtain of work within the team/dept/region Council policies and in compliance with local
guidance on them legislation.
Ensures Equal Opportunities and Diversity
Awareness of the Equal policies and procedures are considered in
Opportunities and Diversity policies work planning and distribution
and practices
Knowledge of the different staffing contracts
used locally.
Knows where and when to seek advice on
local legislation.
Advocates appropriate changes to the
personnel profile as required to maintain
efficiency
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Area of Responsibility Level 1 Level 2 Level 3
People and
Awareness and understanding of Uses Performance Management tools to Engagement and promotion of performance
performance:
performance management and active induct, manage, develop and evaluate staff management system to ensure best practice
Enhancing business engagement in the process performance
outputs by enabling Takes a lead in developing the capacity of others to
staff to perform at Gives and receives feedback Working knowledge of HR policies and apply British Council standards in key HR areas
their optimal level informing own and others’ procedures relating to the management of such as recruitment, induction, performance
performance staff management, Equal Opportunities and Diversity.
Awareness of the relevant HR and Ensures Health & Safety guidelines are adhered to,
health & safety policies and to mitigate risk within the business
procedures that affect people and
performance Acts on feedback from the Staff Survey, to enhance
own and staff performance and motivation
Ensures staff terms and conditions of service are
reviewed regularly and are in line with HR policies
and local legislation
Development:
Awareness of the development Consistent approach to staff development Contributes to the production of the development
Enabling staff to opportunities available within the through the use of coaching and mentoring strategy and budget
acquire and develop organisation for both individual and
the skills to maximise business growth Analyse skills needs/requirements and Analyses the long term training and development
their potential and identifying potential gaps (T&D) needs in line with current and future business
performance Takes responsibility for self targets/goals/requirements
development and career planning Understands role as a facilitator of others,
and the importance of appropriate delegation Ensures that others in the team are trained in HR
management (where appropriate), and are clear
Knowledge of the different types of learning about their role and responsibility in relation to the
and development opportunities and management of others
acknowledgement of the diverse
learning/working styles of staff Seeks staff feedback on analyses and T&D
planning processes. (thoroughness, fairness,
access, diversity)
Links to behavioural competencies Links to job families Links to other generic skills
1. Holding people accountable 1. Human resources 1. Business management and development
2. Leading and developing others 2. English 2. Communications
3. Professional confidence 3. Marketing and customer service
4. Intercultural competence 4. Project and contract management
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Marketing & Customer Service
Definition
Putting customers (people whom we engage with internally or externally e.g. colleagues, clients etc.) at the centre of delivering focussed products and services at the
right time, in the right place and in an appropriate way.
Area of Responsibility Level 1 Level 2 Level 3
Understanding the British Understands the British Council and Ensures new colleagues understand and Takes responsibility for championing the
Council and its values works within the values apply British Council Values brand and ensuring that brand values are
embedded in all programmes, projects,
- Who we are Positively influences all customers about
products and services
British Council in a manner that encourages
- Why we are here
them to engage with the organisation
- What we want to achieve
Understanding potential Provides input into basic administration Understands the importance of market Applies customer/market intelligence in
markets/customers of market research research and the benefits it provides formulating strategy
Recognises potential customers and Supports the development of products, Takes responsibility for shaping response to
actively promotes products and services, projects and activities for agreed the needs of key segment groups to achieve
services to them target groups business benefits
Understanding customer Is able to gather required customer Establishes systems to collect and analyse Commissions, scopes and co-ordinates
needs and market information customer and market information appropriate customer and market research
Applies knowledge of Data Protection
and Freedom of Information standards
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Area of Responsibility Level 1 Level 2 Level 3
Responding to customer Controls the interaction with the Plans and supports a service approach that Shapes and leads on Marketing and
needs customer. Listens effectively and uses balances a personalised delivery with Customer Service strategy through applying:
questioning skills to clarify customer business needs. knowledge of the external environment
needs Investigates service delivery and provides (political, sociological, economic,
Delivers excellent service at all points solutions to any problems/issues. environmental, technological and legal
of contact aspects);
interpreting market information;
having a comprehensive understanding of
the nature, profile and demands of
customers
Leverages and exploits available resources
to better meet customer needs and
expectations.
Building strong relationships Uses strong interpersonal skills to Uses systems to accurately manage Uses knowledge of best practice in customer
which add value to the build effective rapport with customers customer information relationship management to make strategic
United Kingdom Ensures staff have sufficient decisions.
marketing/customer service skills
Obtaining and evaluating Actively and systematically collects Analyses and evaluates actual customer Makes strategic decisions on product and
feedback feedback and data through a variety experience against expectations using service development, balancing customers’
of means feedback, benchmarking and management needs and expectations with organisational
information. priorities, objectives and resources.
Feeds management information into Promotes by example a culture of
continuous customer service improvement. continuous improvement.
Links to behavioural competencies Links to job families Links to other generic skills
1. Customer service orientation 1. Marketing and communications 1. Business management and development
2. Relationship building for Influence 2. English 2. Communications
3. Inter-cultural competence 3. Human resource management
4. Self awareness 4. Project and contract management
5. Analytical thinking
6. Working strategically
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Project & Contract Management
Definition
Delivering client and partnership funded projects and contracts, and internally commissioned projects, using the project cycle of identification and development,
implementation and evaluation and reporting; understanding the context of projects and contracts and their contribution to British Council purpose.
Area of Responsibility Level 1 Level 2 Level 3
Context, market and Understands project identification Applies knowledge of organisational Assesses and makes judgements on project
stakeholders processes and demonstrates ability to purpose, strategy and business context to investments that achieve maximum impact
contribute to these. identify appropriate project opportunities, against corporate outputs and business
Understanding the context
products and services, and partnerships, targets.
and market to identify and Uses effective approach to
underpinned by dual-key planning.
develop new project communicating with project Responsible for identifying, managing and
opportunities, and managing stakeholders to maintain relationships. Manages and develops developing strategic relationships with
clients/partners/ stakeholders client/partner/stakeholder relationships that principal clients, partners and stakeholders.
support the delivery of specific projects
Development and delivery Understands processes for developing Leads the development/authoring and Leads the development of highly complex
proposals and demonstrates ability to quality review of project proposals to and business critical project proposals using
contribute to these corporate standards and internal/external appropriate tools, business processes and
client requirements. system standards.
Contributes to the development and
implementation of project plans and Takes lead responsibility for the Ensures ‘fit’ between project level outputs
schedules using appropriate systems implementation of projects at different and targets and the achievement of corporate
and tools. stages of the project cycle to ensure outputs.
delivery of project outputs and targets and
Undertakes assigned role(s) in project Takes lead responsibility for implementation
manages change.
delivery to internal and external of highly complex and business critical
client/partner/stakeholder satisfaction. Designs and manages logically inter-related projects.
input plans, costings, schedules and
responsibility matrices, revenue forecasts
and work breakdown structures.
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Area of Responsibility Level 1 Level 2 Level 3
Tendering and procurement Understands basic contracting Leads in developing, negotiating and Manages the tendering process to corporate
terminology and uses this managing pre-contract agreements, and external standards across a portfolio of
Application of tendering
appropriately contracts and Service Level Agreements projects.
process (competitive and
with individuals, departments and
single source) to win Has basic understanding of tendering Negotiates and manages strategic
organisations.
business; procurement of and procurement procedures partnerships which enhance BC’s reputation.
goods, services, internal/ Designs appropriate tender documents.
Supports the procurement and Is responsible for and manages the
external resources to support Manages the procurement process to
management of: project goods and procurement process to secure internal and
project delivery internal and external client standards for
services, and internal resources. external resources to corporate and external
specific projects.
standards across a portfolio of projects
Leads on the identification, procurement
and management of goods, services, and
internal/ external resources (including
consultants, partners and suppliers).
Managing risk Demonstrates an understanding of Undertakes business risk identification Responsible for risk and opportunity
project risks and operating context, (technical and financial) and analysis for identification and business assurance across
and adjusts planning accordingly specific initiatives. Uses this to inform a portfolio of projects.
during implementation. approach and manage risk.
Business Risk Management Framework
Process Owner for project related areas (as
appropriate).
Monitoring, evaluation and Understands basic monitoring and Agrees monitoring and evaluation criteria Acts as internal consultant to monitoring and
reporting evaluation tools and processes. and plans with internal and external evaluation design and delivery.
clients/partners/ stakeholders at project pre-
Contributes to the development of Manages and monitors project delivery
implementation.
monitoring plans and takes part in across a portfolio of projects to meet
monitoring. Manages the delivery of monitoring plans corporate strategy and business target
and takes action to ensure projects are requirements.
Contributes to project closure,
delivered to time, quality and cost targets.
including systems closure. Takes the lead for highly complex or
Communicates outputs and targets. business critical projects on the management
Supports project reporting by collating
of project/contract closure and financial and
management information. Takes the lead for specific projects on the
technical reporting to internal and
management of project/contract closure
Contributes to the collection of client/partner/ stakeholder standards and
and financial and technical reporting to
information for lessons learnt. needs.
internal and client/partner/ stakeholder
standards and needs. Applies the results from project impact
evaluations to strategic business
Communicates the findings from project
development, leading to performance
impact evaluation, captures and
improvements.
disseminates lessons learnt.
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Area of Responsibility Level 1 Level 2 Level 3
Business and system Operates within corporate guidance Ensures compliance with corporate Contributes to the development of best
processes and standards for project standards and guidance for project practice for the use of SAP in project delivery
implementation on SAP, manages implementation, including on SAP. corporately.
expenditure and income to plan.
Links to Behavioural Dictionary Links to job families Links to Other Generic Skills
1. Achievement 1. English 1. Human Resource Management
2. Analytical thinking 2. Programme and project management (PPM) 2. Financial Planning and Management
3. Leading and developing others 3. Marketing and communications 3. Business Management and Development
4. Relationship building for influence
5. Holding people accountable
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