1. grade two what you need to know
introduction and housekeeping slide
grade two what you need to know

2. adjudicator career model
our current career model launched in Dec 2012
- it sets out:
how you can build a professional career at the ombudsman service
the skills, knowledge and behaviours that should be demonstrated at each grade
applies across all of casework – general casework and PPI alike
provides consistency and transparency
ensures that we recognise and reward people on performance and their contribution to our service
Optional slide – background to career model

3. appraisal linked review
what does the model look like -
appraisal linked review
apply
panel review
pass probation
probation
casework grade 4: lead adjudicator
casework grade 3
casework grade 1
consumer
consultant adjudicator
£40,000
£30,000
£26,000
£23,500
Overview of career model
- NB depending on the audience, the move from grade 1 to grade 2 may increase their notice period to eight weeks (from 4 weeks). This applies to those who were originally recruited as case assessors and automatically moved to the grade 1 adjudicator role at the start of Those who have been recruited since that change will ordinarily have an 8 weeks notice period post-probation.
casework grade 2
£22,000

4. how does the model work?
the criteria at each grade for consumer consultants and adjudicators are based on:
casework expertise and delivery:
- delivering what we’re here for – in a way that lives our values
professional development requirements and sharing knowledge
competency levels
Optional slide – background to career model

5. how do I progress and likely timescales?
P to grade 1 upon successful completion of probation – usually six months
grade 1 to grade 2 application linked to appraisal process (quarterly) – likely to take around a further six months to a year
grade 2 to grade 3 through panel review process (June & December) – likely to take around a further year
remember progression is always based on merit – so it will take some people less time and others longer
Optional slide – background to career model
- emphasise these timescales are indicative only – different individuals will develop at different rates
and timings of reviews are based on the current position - the dates and frequency could be reviewed in future

6. so what does grade two look like for adjudicators?
grade specific

7. first let’s look at grade 1 (post probation)
the grades are cumulative – so it makes sense to also look at the grades below grade two
if you are at grade one level you will be:
consolidating the adjudicator skills you’ve developed during probation
delivering great customer service
moving away from any remaining mentoring support – confidently handling more straightforward cases by yourself
consistently performing across all areas of your job in a way which lives our values
Note – this is covered in more detail in subsequent slides.

8. casework grade 2 if you are at this level you will be:
self-sufficient in your workload
flexible and pro-active
demonstrating a greater breadth/depth of case handling
able to specialise in an area of work (eg a specific product type or preparing cases for ombudsman)
may start to mentor others on straightforward issues
taking on additional responsibility (eg reviewing customer service feedback)
As an overview, the main difference between the grades is the shift in focus from the individual (the individual’s skills, knowledge and performance) to making a broader contribution to team and pod.

9. adjudicator competencies (these apply to grades one & two)
customer focus and quality level 2
building relationships level 2
planning and organising level 2
professional expertise level 1
adaptability level 1
results focus level 1
communication level 2
problem solving and decision making level 1
common slide

10. doing the day job - really well
overview - grade 2 criteria [in addition to grade P and grade 1 criteria]
doing the day job - really well
delivering what we’re here
for - in a way
that lives our values
• as well as meeting
your objectives you help
to deliver your team’s
balanced scorecard
• you take an active
role in the success
of your pod
(∗) you may do wider work
to support your team/pod
in achieving
their collective goals
(∗) you may get
involved in work
in addition to the
‘day job’ that makes
a positive and
measurable contribution
to achieving
our collective scorecard
(∗) you have a flexible
and adaptable
approach to your work
communication
and
customer service
• you provide excellent service
to all of our customers –
adding real value
with each interaction
and are able to demonstrate
where you’ve
gone the extra mile
• you’re able to work
with relevant colleagues,
to provide specialist
support to customers
who are more vulnerable
or have individual
communication needs
(∗) where things have
gone wrong, you’re
able to get them
back on track
(∗) you may work
closely with your
manager to review
the customer service
feedback for your
team and be involved
in implementing
improvements to the
service your team provides
knowledge
and
expertise
• you can work unassisted on
cases – always conducting
your investigation at
the right level - using
the resources available
to you
(∗) depending on your
area of work you can
effectively handle post opinion
/ assessment work and
prepare cases so that they
are ready for review by an
ombudsman
(∗) you apply a breadth
or depth of technical
knowledge to case
resolution – working
on more complex
cases in your
area of work
(∗) you may be recognised
by ombudsmen and
managers as able to deal
with cases that
‘don’t follow the norm’
– and are able to
resolve cases that involve
a more complex
set of circumstances
sharing knowledge
and
developing others
• you add value to team
meetings and the team
environment as a whole
• you share best practice
within your team
• you are recognised by
ombudsmen and managers as
able to mentor
newer colleagues on more
straightforward issues,
demonstrating good
communication
and coaching skills
– this should be
in addition to being
able to do ‘the day job’
(∗) you may be accredited
to perform quality
assurance checks for
your team - and
support them in
improving their service
more generally
(∗) you may work
with your manager
to support the team
in taking on new and
different types of complaint
continuous
professional
development
• you complete
16 hours of CPD a year
(including at least
4 hours self-directed)
• you’re working towards
accredited training
level 1 (certificate in
dispute resolution and
complaint handling practice)
– where available
• you make use of
the knowledge
of appropriate colleagues
– both within and outside
of your area of work – to
supplement your own
knowledge
living the values
NB: this slide is simply intended to be used as an overview / intro to the structure of the criteria – a detailed breakdown for each is covered in the subsequent slides

11. delivering what we’re here for - in a way that lives our values
• you manage your own work load effectively and efficiently – ensuring there are no unnecessary delays, that you proactively move things forward and keep customers updated appropriately on the progress of their complaint
• you consistently meet your objectives in a way which lives our values
• you take an active role in the success of your team – contributing positively to all areas of the team’s scorecard __________ plus: ____________
• as well as meeting your objectives you help to deliver your team’s balanced scorecard • you take an active role in the success of your pod ∗ you may do wider work to support your team/pod in achieving their collective goals ∗ you may get involved in work in addition to the ‘day job’ that makes a positive and measurable contribution to achieving our collective scorecard ∗ you have a flexible and adaptable approach to your work
grade one
starred items are desirable but optional
As the grades are cumulative, the adjudicator still needs to be demonstrating the grade one criteria as well as demonstrating grade two criteria.
grade two

12. communication and customer service
• you tailor your style of communication to the individual needs of our customers
• when writing to and speaking to customers you’re able to make complex issues clear to understand
• you’re able to communicate with our customers in the most appropriate way to provide the best service possible
• when using the telephone your ability to build rapport and empathise shines through
• you understand the customer satisfaction feedback we receive and what it means for your team __________ plus: ____________
• you provide excellent service to all of our customers – adding real value with each interaction and are able to demonstrate where you’ve gone the extra mile
• you’re able to work with relevant colleagues, to provide specialist support to customers who are more vulnerable or have individual communication needs
∗ where things have gone wrong, you’re able to get them back on track
∗ you may work closely with your manager to review the customer service feedback for your team and be involved in implementing improvements to the service your team provides
grade one
grade two

13. knowledge and expertise
grade one
• you are able to handle straightforward cases, getting to grips with the heart of the issue, and become less reliant on mentor support
• you are able to prepare cases for review that require an ombudsman’s decision
• you incorporate and adapt to new ways of working quickly and easily
• you use all case-handling systems properly __________ plus: ____________
• you can work unassisted on cases – always conducting your investigation at the right level - using the resources available to you
∗ depending on your area of work you can effectively handle post-assessment work and prepare cases so that they are ready for review by an ombudsman
∗ you apply a breadth or depth of technical knowledge to case resolution – working on more complex cases in your area of work
∗ you may be recognised by ombudsmen and managers as able to deal with cases that ‘don’t follow the norm’ – and are able to resolve cases that involve a more complex set of circumstances
grade two

14. sharing knowledge and developing others
• you’re happy to ask for help when needed - and know when to draw upon the expertise of relevant colleagues in the service - either within or outside of your immediate area
• you make an active contribution in team meetings and share knowledge appropriately
__________ plus: ____________
• you add value to team meetings and the team environment as a whole
• you share best practice within your team
• you are recognised by ombudsmen and managers as able to mentor newer colleagues on more straightforward issues, demonstrating good communication and coaching skills – this should be in addition to being able to do ‘the day job’
∗ you may be accredited to perform quality assurance checks for your team - and support them in improving their service more generally
∗ you may work with your manager to support the team in taking on new and different types of complaint
grade one
grade two

15. continuous professional development
grade one
• you focus on building your technical knowledge and adjudication skills – recording your progress in your CPD record
• you keep up-to-date with changes in the way we handle different types of complaint – making sure you adapt the way you work if needed
• you take an active interest in your personal growth – keeping your personal growth plan (PGP) up-to-date and are able to demonstrate your progress against it __________ plus: ____________
• you complete 16 hours of CPD a year (including at least 4 hours self-directed)
• you’re working towards accredited training level 1 (certificate in dispute resolution and complaint handling practice) – where available
• you make use of the knowledge of appropriate colleagues – both within and outside of your area of work – to supplement your own knowledge
“What is CPD?” - covered on slides 21 & 22
grade two

16. how do I start working towards the next grade?
first speak to your manager:
work out where you currently are in relation to the criteria in the career model
look at where you need to develop further
use a personal growth plan
keep your CPD record updated
speak to those who’ve been through the process
– how did they approach it?
– what did they do?

17. when I’m ready - how do I apply?
first stage is always to speak to your manager
- it's their job to evaluate your performance and decide if you're ready
applications are linked to the appraisal process – you will need to have an up-to-date appraisal with your manager
this could be a full, mid, or interim appraisal depending on the time of year
the review is still an evidence based review
- so your appraisal form, PGP form and CPD form need to demonstrate how you have achieved the requirements to move to grade 2

18. key documents the application requires three key documents: Appraisal
an up-to-date appraisal form
depending on when in the year you are applying this will either be a full, mid or interim appraisal
If its an interim review you’ll need to submit your previous full/mid year appraisal too – the interim form just needs to demonstrate what you’ve achieved since then
Continuous Professional Development (CPD)
indicating which items were self-directed
Personal Growth Plan (PGP)
must be up to date

19. what is continuous professional development?
CPD is an important part of your overall professional development
each of us has a responsibility to keep our technical knowledge and industry awareness up to date
your CPD log should record this for the past 12 months – including:
what you did
how long it took
was it self directed
a summary of your key learning points
and, if appropriate, how you have implemented these learning points into your role

20. what counts as CPD?
anything that has contributed to building your technical, product or industry knowledge
so could include many different activities eg:
ombudsman lunch time talks
researching our approach on the intranet eg KIT
reading ombudsman news
reading final decisions
working towards accredited training or other relevant qualifications
etc.
impossible to list all CPD items – what matters is the common theme of building and sustaining technical, product or industry knowledge.

21. what else should I submit?
there is an application cover sheet to complete
make sure you use the latest version (it recently changed)
you shouldn’t submit anything other than the cover sheet, and appraisal, CPD and PGP forms
avoid including unnecessary s or other documents
once you have everything ready, submit it to your manager by the relevant deadline date
this date is posted on the intranet when applications are open

22. what happens after I submit my application?
consistency checking by heads of & HR
remember to let us know if you're on holiday during the results time.
for successful candidates, any salary changes will normally take effect from the month after the review
The review wont affect your appraisal grade
if you are unsuccessful – feedback and a timescale of when to reapply will be provided by your manager
nb. the relevant dates are posted on the intranet whenever the latest application window has opened

23. in summary
as an adjudicator your role is to help our customers and to resolve disputes
there is a clear path to progress your professional career:
– the requirements of each stage are set out on the career model page on the intranet
over to you – and your personal growth plan

24. questions?
common slide