Values and competencies

Values and
competencies

Contents
Our core values 3
• Passion
• High Performance
• Determination

Competencies 4
• Customer focus 5
• Problem solving and decision making 6
• Ambition 7
• Working together 8
• Business awareness 9
• Leadership and management 10

Wandle Values and competencies 2

Our core values
Passion
People are passionate about serving
our customers.
People want to work together in an
open, supportive, and productive way.
People develop the necessary
skills to perform well and continuously
improve.
People are passionate about being the
best in what they do.
High-performance
People use project management tools
and techniques to work smarter.
People are motivated to achieve
success and inspire others to do so.
Determination
People are committed to improving
organisational and customer
performance, turning visions for
change into reality, and adapting
well to change.
People are determined to succeed
through change, challenges, and
set-backs.
What this means at Wandle
• I seek first to understand the needs of our customer (internal and
external) then deliver to meet these needs, to a high standard and
on time
• I actively build rapport with my colleagues, have honest
communications to develop trust, and foster open and 2-way
communications
• I build cooperation even in difficult circumstances. I check opinion
with fact. I reflect and learn from experience. I actively seek
positive ways to resolve conflict
• I self-manage my knowledge, skills, behaviours, and attitudes to
deliver a confident and competent performance
• I realise that behaviour and potential are two different things.
I create a climate for growth and opportunity
• I manage my energy levels to ensure that I make an
active contribution.
• I set SMARTER objectives linked to Wandle’s vision, driving goals,
and priorities. Our SMARTER objectives are meaningful, stretching,
and motivating
• I plan and prioritise effectively to ensure tasks are delivered to a
high standard, on time, and to meet the needs of our internal and
external customers
• I take personal ownership of my objectives and standards
of behaviour. I am self-motivated and use my initiative. I am
responsible and cooperative. I do not make excuses, blame,
or pass the buck
• When I make a mistake, I admit to it, correct it, and learn from it
• I am motivated to achieve and deliver consistently every day.
• I seek to understand the reasons for change and explore potential
opportunities for change. I promote change that benefits residents
and the organisation
• I challenge the way we do things so that we can do them better
and more cost effectively. I look outside our organisation to
benchmark, to continually improve, and to get ahead
• I am resilient and view set-backs as opportunities to learn and
move forward.
Wandle Values and competencies 3
Competencies
To be meaningful for recruitment,
selection and appraisal purposes the
competencies require clear definitions
that can be measured at an appropriate
level for the role.
Each competency has been defined at three levels:
Transforming – Wandle’s leadership team
Delivering – Wandle’s managers
and senior officers
Supporting – Wandle’s administrative
and front line people.
Wandle Values and competencies 4
Customer focus
The ability to focus effort and resources on meeting and exceeding customers’ needs,
both internally and externally.

Level 1 • Understands how own role and actions impact on customers and keeps
customers up to date and informed
Supporting • Able to demonstrate awareness of internal and external customers’
needs and expectations
• Pro-actively takes action to meet customers’ needs
• Deals effectively with customers in challenging situations.

Level 2 • Develops ways to measure customer satisfaction and takes steps to

continuously improve satisfaction
Delivering • Collaborates within the organisation to actively improve the service
being delivered
• Identifies short and long term customer requirements and provides
solutions to meet or exceed these.

Level 3 • Effectively promotes Wandle externally

• Identifies and creates strategies and processes needed to achieve and
Transforming sustain long term customer satisfaction
• Reviews business and operational feedback to identify the strategies
and processes needed to meet and sustain long term customer
satisfaction
• Forms diverse strategic partnerships to improve customer services.

Customer first
Internal and external customer
I demonstrate commitment to the customer by
putting the customer first. I am able to understand
issues from the customer’s perspective and to use
this understanding to meet their needs. I anticipate
internal and external customer needs and offer a
superior service. I go the extra mile for a customer,
based on judgement that balances the immediate
and longer term needs of both the customer and
Wandle. I am able to establish and maintain close,
long term and mutually satisfactory professional
working relationships with customers.

Wandle Values and competencies 5

Problem solving
and decision making
The ability to assess the extent and scope of a given problem or issue and decide what
action to take.

Level 1 • Deals with a range of simple day to day problems as they occur
• Chooses an appropriate course of action from a range of options
Supporting • Asks for guidance when appropriate
• Takes note of relevance of information received and acts accordingly.

Level 2 • Weighs up available information before making a decision

• Considers the needs and views of others when making decisions
Delivering • Shows sound judgement based on logical and objective assessment
of information
• Decides when to refer problems upwards and when to use own discretion
• Actively encourages interaction and ideas from others
• Seeks imaginative and innovative solutions to a range of problems.

Level 3 • Takes strategic action to resolve situations and commits resources

• Identifies the key issues in ambiguous or inconsistent data
Transforming • Makes unpopular decisions when necessary
• Encourages innovation
• Makes decisions for the whole business rather than own function.

I am able to analyse, investigate and interpret

data, issues and situations, for continuous
service improvement. I demonstrate creative and
logical problem solving ability. I am able to make
rational, realistic and sound decisions based on
consideration of all the facts, alternatives available
and common sense. I weigh up the pros and cons
of alternative solutions. I make the right
decision for the whole business rather
than simply for my own function or role.
I implement considered solutions.

Wandle Values and competencies 6

Ambition
Sets high standards and commits to clear objectives to achieve results. Has a clear
focus, measures outcomes and seeks opportunities for continuous improvement.

Level 1 • Prioritises, schedules and organises own workload to maximise

personal and business effectiveness
Supporting • Has a clear understanding of own objectives and the actions needed
to achieve them
• Uses initiative to deliver high levels of service.

Level 2 • Anticipates problems and takes steps to resolve them at the

earliest opportunity
Delivering • Actively seeks new ways of working
• Is committed to going the extra mile to achieve results.

Level 3 • Shows innovation in developing solutions that improve the business

• Embraces and effectively leads change
Transforming • Takes informed risks to ensure that results are achieved.

Drive for results periods. I demonstrate drive to

I prioritise and organise work to maximise
my effectiveness. I plan ahead to ensure
key objectives are met and results
delivered according to agreed timeframes.
I demonstrate commitment to the
achievement and maintenance of quality
and high standards of performance for
myself and others.
Drive for excellence
I demonstrate courage, resilience and
perseverance. I continue to strive for a
goal even in the face of adversity and cope
with disappointments and setbacks. I take
an enthusiastic and committed approach,
demonstrating capability for sustained
effort and hard work over long time
do things better and to identify,
set and strive for challenging goals.
Innovation and change
I am able to come up with new and
imaginative ideas, identify fresh
approaches and break away
from tradition. I challenge
working procedures and focus
on continuous improvement.
I anticipate and readily adapt
to change. I recognise the positive
impact that change can bring.
I manage, solve problems and
provide solutions in a climate
of ambiguity.

Wandle Values and competencies 7

Working together
The will and ability to work co-operatively with others within and across a range
of functions towards a common purpose.

Level 1 • Keeps colleagues and customers up to date and informed

• Readily contributes to team initiatives
Supporting • Takes steps to build rapport with colleagues
• Communicates effectively and treats colleagues with respect and
dignity.

Level 2 • Involves colleagues in decision making

• Informs, consults and influences others
Delivering • Develops and sustains effective relationships, shares and
implements
good practice with internal and external stakeholders
• Gives and receives meaningful feedback.

Level 3 • Identifies and builds on opportunities for team working across the
organisation
Transforming • Works to develop a one team culture
• Creates opportunities to improve cross-functional working
• Develops strategies that support effective relationships across
the organisation and externally.

Communication skills Respect and inclusion

I communicate clearly and confidently with
a wide cross section of people at all levels, in
groups and one-to-one situations. I demonstrate
use of different media to communicate ideas
effectively to others. I am able to source and
share information and to actively manage the
organisation’s communications process. I make a
positive impression on others and listen effectively.
I am able to influence and negotiate effectively
with others.
Team spirit
I work cooperatively and collaboratively with others
in the pursuit of team goals. I share information,
maintain mutual respect and support others, with
a view to achieving more as a team than can be
achieved individually. I am able to work as part of
a team whether within the team or between teams.
I take action to promote morale and harmony.
I am able to communicate with, relate to and
see issues from the perspective of other cultures,
and people with different personality types and
social skills.
I am self-aware and able to understand the impact
that inbuilt values and attitudes have on others.
I am able to accept and understand diversity and
cultural differences, personality types and social
skills, and be sensitive to those differences in
the work environment. I understand the positive
impact diverse teams can have. I model respect,
helpfulness, and cooperation. I actively work to
make people feel valued. I notice when others need
help and support. I am able to control unproductive
behaviours and I am willing to change patterns of
behaviour in the interests of the organisation and
the people who are affected by it.

Wandle Values and competencies 8

Business awareness
Understands the business environment, locally and sector wide. The ability to perceive
the impact and implications of decisions and activities on the business.

Level 1 • Possesses a knowledge of social housing issues relevant to own role and
has an awareness of sector issues
Supporting • Understands how own role and the work of the team contributes to
organisational success
• Promotes the business effectively to existing and potential stakeholders.

Level 2 • Demonstrates value for money in the services being delivered

• Considers a range of internal and external factors when making decisions
Delivering • Readily pursues opportunities for growth and diversification.

Level 3 • Adopts a strategic approach to developing business goals aligned to a

strong financial focus
Transforming • Develops strategies that enable and support business growth and
diversification
• Analyses complex data and uses this in effective decision making
and analysing risk.

Strategic focus
I demonstrate the ability to take a long term view
and see the bigger picture. I take into consideration
a wide range of possibilities in developing and
shaping the future of the organisation. I integrate
Wandle’s vision, driving goals and values into
business decisions.
Business and financial awareness
I demonstrate the requisite knowledge about
housing and commercial matters and take them
into account when making decisions. I demonstrate
knowledge of the housing market and awareness
of activity at other housing organisations. I apply
understanding of the organisation and industry to
improve effectiveness and profitability. I operate on
a value for money basis.

Partnership focus
I consider issues in their wider context, thinking
through external factors when making decisions.
I forge links with partners for benchmarking and
excellent customer service delivery and establish
supportive networks. I tap into expertise inside and
outside the organisation when appropriate.

Wandle Values and competencies 9

Leadership and management
Motivates, enables and inspires others to succeed, utilising appropriate styles.
Has a clear vision of what is required and acts as a positive role model.
Level 1 • Manages self and resources to meet objectives to required timescales
• Plans, organises and prioritises workload to meet goals and is able to achieve
Supporting results when faced with competing priorities
• Meets objectives with appropriate supervision.

Level 2 • Ensures colleagues in the team are clear about expectations and objectives
• Encourages and motivates others to achieve objectives
Delivering • Encourages, empowers and coaches others to deliver team objectives
– people managers only.

Level 3 • Effectively communicates and delivers the vision, values and strategic direction
• Inspires and motivates others, across the organisation, to achieve excellent results
Transforming • Works collaboratively to formulate and deliver organisational goals.

Self-leadership and accountability assignments which challenge their abilities and

I am able to improve my own performance by
self-managing knowledge, skills, behaviours and
attitudes to deliver a confident and competent
performance. I welcome constructive feedback
and coaching. I am able to make effective use of
my own time and that of others. I pursue goals
with commitment, passion and energy. I manage
my energy levels to make an active contribution. I
hold myself accountable for my own actions. When
I make a mistake, I admit to it, correct it, and learn
from it. I celebrate and learn from my successes.
Leading and inspiring others
I lead by example, whether in the position of having
people reporting to me or not. I create a climate
of trust and collaboration across the organisation.
I am able to communicate ideas and vision
effectively. I am able to win hearts and minds and
take people with me. I inspire others and positively
shape how we work and the end results.
I create an expectation of a high performing
culture and set stretching targets for myself and
others. I clearly communicate the contributions
that individual teams make towards achieving the
Wandle’s vision, driving goals and values. I create
a learning environment that is challenging and
enjoyable. I actively seek to improve others’ skills
and talents by providing fair and constructive
feedback, coaching, training opportunities, and
encourage development. I take responsibility for
my team’s actions.
Strategic business leadership
I encourage input from others on strategy
development. I integrate risk management into the
business planning and ongoing management of
Wandle. I establish direction, developing a vision
of the future, often the distant future and
strategies for producing the changes needed
to achieve that vision. I produce change, often
to a dramatic degree, and have the potential
of producing extremely useful change e.g. new
products and services that help make Wandle more
leading edge. I own organisational development,
change implementation, and communication of
change. I risk unpopularity to make the right
business decision.
Management
I create and manage plans and budgets to
establish steps and timetables for achieving
results. I provide the team with a clear sense of
direction, organise resources and steer others
towards successful task completion. I delegate the
appropriate level of responsibility and authority.
I manage performance based on objectives
and codes of conduct. I attract and recruit
self-motivated and high calibre individuals.
I create a fair and safe work environment.

10 Wandle Values and Competencies Wandle Values and competencies 10