AA and AO Civil Service Behaviours
At AA and AO level, panels look for reliable, careful work: understanding your own responsibilities, following procedures, helping customers and colleagues, and raising problems. Examples from outside work (volunteering, study, a hobby) are fine.
Below are the published descriptors for all nine behaviours at Administrative Assistant (AA) and Administrative Officer (AO) grade or equivalent. The advert lists which behaviours your role uses.
Seeing the Big Picture
Examples of seeing the big picture at AA and AO grade or equivalent are when you:
- understand what your responsibilities are and how these contribute to the priorities of your team
- consider the varied impact your work could have on individuals with different needs and from other backgrounds
- gather information from both inside and outside of the organisation to inform your area of work
Changing and Improving
Examples of changing and improving at AA and AO grade or equivalent are when you:
- review ways of working and suggest improvements, including how to make full use of new digital technologies
- learn new procedures and help colleagues to do the same
- query any issues that arise from changes in a suitable way
- respond in an effective and appropriate manner when emergencies arise
Making Effective Decisions
Examples of making effective decisions at AA and AO grade or equivalent are when you:
- use guidance, analyse relevant information and ask colleagues for input to support decision making
- identify and deal with any errors or gaps in information before making a decision
- consider the diverse needs of those affected by decisions and how it will impact them
- provide advice and feedback to support others in making accurate decisions
- ask others to clarify decisions when confused and query any issues that arise constructively
Leadership
Examples of leadership at AA and AO grade or equivalent are when you:
- show enthusiasm for your work and take personal accountability for your role
- demonstrate responsibility for your own objectives
- act in a fair, inclusive and respectful way when dealing with others
- be considerate and understanding of other people’s points of view
- understand and support the objectives of the wider team
- demonstrate consideration of the wider consequences of own actions
Communicating and Influencing
Examples of communicating and influencing at AA and AO grade or equivalent are when you:
- put forward your views in a clear, constructive and considerate manner
- use an appropriate method of communication for each person - for example an email, phone call, face-to-face - taking into consideration their individual needs
- use plain and simple language, being careful to check written work for errors
- consider the impact of language used on different groups of stakeholders
- remain honest and truthful when explaining opinions
- listen and ask questions to ensure your understanding
Working Together
Examples of working together at AA and AO grade or equivalent are when you:
- proactively contribute to the work of the whole team and remain open to taking on new and different roles
- get to know your colleagues and build supportive relationships
- listen to alternative perspectives and needs, responding sensitively and checking understanding where necessary
- ask for help when needed and support others when the opportunity arises
- are aware of the need to consider your own wellbeing and that of your colleagues
- understand that bullying, harassment and discrimination are unacceptable
Developing Self and Others
Examples of developing self and others at AA and AO grade or equivalent are when you:
- identify gaps in your skills and knowledge and make plans of how to develop these
- take time to achieve development objectives
- listen to and act on feedback from colleagues to find areas you can develop
- share knowledge and skills learnt with colleagues to contribute to the learning and development of the whole team
Managing a Quality Service
Examples of managing a quality service at AA and AO grade or equivalent are when you:
- gain a clear understanding of customers’ needs and expectations
- plan, organise and manage your own time to deliver a high quality service which gives taxpayers a good return for their money
- act to prevent problems by identifying issues, reporting them and providing solutions
- keep customers and all colleagues up to date with progress
- show customers where to access relevant information and support that will help them to use services more effectively
Delivering at Pace
Examples of delivering at pace at AA and AO grade or equivalent are when you:
- always work with focus and pace to get the job done on time and to a high standard
- follow the relevant policies, procedures and rules that apply to the job
- use own knowledge and expertise to organise work
- keep focused on delivery and take responsibility for the quality of work produced
- keep a consistent level of personal performance
- keep managers and stakeholders updated on how work is progressing
Descriptors from Success Profiles: Civil Service behaviours (GOV.UK). Contains public sector information licensed under the Open Government Licence v3.0. Their use here does not imply endorsement.