The British Council

Generic Skills Dictionary

External Version: 7 March 2007

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Contents
1. Introduction and explanation of
generic skills

2. Generic skills

(a)Business management and development

(b)Communications
(c)Computer skills
(d)Financial planning and management
(e)Human resource management
(f) Marketing and customer service
(g)Project and contract management

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6
9
12
16
19
21
23

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 UKs 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

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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:

Generic skill title

Generic skill definition: this
describes in more detail what
the skill is about and what it
involves

Shows levels the increasing increments or complexity at

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
procedures, manuals or other team members for guidance

Areas of responsibility:
breaks down the higher level
skill definition into component
parts with a more detailed
description of what this would
entail

Level 2 - Describes someone who can cope with standard

problems/common situations, is competent at day to day
application of the skill and is able to present concepts,
information and solutions.
Level 3 - Describes someone who can cope with
unusual/non-standard problems and issues, is aware of
alternative options and approaches to situations, can guide
or advise others (seen as setting an example to others) in
this skill and is able to look ahead and anticipate (seen as a
recognised expert and visionary in the field).

Shows links to other parts of

the organisational skills
profile (e.g. behaviours)

The British Councils 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
Responsibility

Level 1

Level 2

Level 3

Market analysis
and business
intelligence

Understands the importance of market

analysis and is aware of market trends,
including competitor activity.

Establishes and implements systems to collect,

analyse and disseminate market information.
Identifies and understands market segments, applies
this knowledge in anticipating and meeting
client/customer/partner needs and generates a
creative and successful offer in response.
Monitors market trends and potential opportunities.

Recognises the need for market intelligence and

is responsible for the design of market research.

Collects and uses relevant quantitative

and qualitative data on the target
audience or market.
Contributes to the identification and
analysis of needs for existing and new
markets, clients, partners and
customers.

Business
strategy

Understands how new activities

support achievement of corporate
outputs.
Ensures that activity is in line with
technical and financial business
objectives.

Understands and uses market intelligence e.g.

market gaps and competitor position in the
development of new sources of income
generation and commissioning of new products
and services which achieve the income and
impact required.
Assesses and makes judgements on market
intelligence either to expand business
opportunities, commission new
products/services or to decommission existing
work.

Makes a measurable contribution to the development

of business strategy and value for money indicators.

Establishes business strategy and leads the

realisation of dual-key plans.

Positions the business for now and the future by

identifying innovative solutions to achieve impact and
revenue targets.

Leads on the design of innovative business

development approaches and the assessment of
delivery mix to achieve maximum impact and
income for the organisation and clients /
customers / stakeholders / partners.

Understands negotiation tools and techniques and can

apply these to support the achievement of business
objectives.

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Leads on the development and implementation

of negotiation strategies and partnership
agreements that lead to enhanced business

Area of
Responsibility

Level 1

Level 2

Level 3
achievements.

Product and
service
development
/commissioning

Managing Risk

Managing
relationships
with customers,
clients and
stakeholders

Understands the need to develop

and/or commission new products,
services and solutions that support the
delivery of corporate objectives and
meet stakeholder needs.

Demonstrates an understanding of
business risk and can identify where
risks may originate from.

Collects and analyses client /

stakeholder / partner feedback and
perceptions and identifies needs within
specific area of work. Identifies barriers
to service delivery and contributes to
their resolution.
Communicates consistently and
effectively with stakeholders and
responds to changing circumstances in
order to enhance brand and reputation.

Resource
management for
business
development
and
implementation.
.

Understands and uses human,

financial, IT and knowledge resources
efficiently and effectively in order to
achieve results.
Has strong sense of value for money
and understands the importance of
delivering within expenditure and
income budgets.
Supports procurement and negotiation
processes.

Develops, through recognised planning processes,

new projects and services with an understanding of
which approaches will work in local context and of how
it will facilitate achievement of corporate outputs.
Understanding of and the ability to manage
commissioning and tendering processes.

Takes the lead for product and service

development across a portfolio of services.
Recognises and manages either gaps in the
product/service portfolio or opportunities for new
products and services.
Responsible for identifying, designing and
securing appropriate competitively tendered
projects.

Undertakes business risk identification and analysis for

specific initiatives in line with business risk
management frameworks. Uses this to inform
approach and manage risk.

Responsible for risk and opportunity

identification across the business and
understands when a level of risk is acceptable.

Takes the lead role in managing the client and

stakeholders for a specific activity.

Manages complex or strategically important

client/stakeholder/partner relationships, which
achieve significant impact for the organisation.

Keeps abreast of operating context. Uses stakeholder

analysis, facilitation and problem solving approaches
to resolve issues and remove barriers to effective
service delivery.

Complies with Business Risk Management

Framework responsibilities (if identified as a
BMRF Process Owner).

Anticipates changing circumstances and barriers

to stakeholder engagement and takes action to
minimise these.

Identifies important relationships and develops

strategies to strengthen these within specific area of
work.
Negotiates and manages the deployment of resources
in efficient manner and in the context of a clear
understanding of overall strategy.

Takes the lead and is responsible for the efficient

use of all resources in order to achieve
corporate outputs.

Identifies and actively manages the development of

staff skills that are needed when building new
strategies and business.

Uses the commissioning process to align

resources with priorities.

Understands how to use and communicate

management information.
Identification and management of resource risks
including anticipating changing circumstances and

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Develops effective resource management

strategies and policies for a portfolio of work and
monitors their implementation.

Area of
Responsibility

Level 1

Level 2

Level 3

mediating between conflicting needs and expectations.

Monitoring and
Evaluation

Understands the importance of

evaluation. Is thorough in the
collection and communication of
evaluation data.
Supports the achievement of targets
and monitors own contribution towards
these.

Builds monitoring and evaluation into the business

strategy.
Grounds evaluation in external market context and
adjusts measurement to provide clear evidence of
effectiveness.
Studies evaluation data to see if new approaches have
had the desired impact, reflects on lessons learned
and communicates the results of valuation.

Identifies best practice, learning, new processes

or ways of working that lead to cost
savings/improved delivery beyond team level.
Agrees measurable and challenging targets for
individual initiatives and manages progress
towards these.
Ability to understand and interpret the results
and leads on the discussion and dissemination
of the results.

Links to behavioural competencies

Links to job families:

1.

Achievement.

Links to other generic skills.

1.

English

2.

Analytical thinking.

1.

Human resource management.

3.

Entrepreneurship.

2.

Information systems and technology (IST)

2.

Financial planning and management.

4.

Leading and developing others.

3.

Marketing and communications

3.

Project and contract management.

5.

Relationship building for influence.

4.

Marketing and customer service.

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 crosscultural situations, in order to develop two-way understanding between the audience and the communicator.
Area of
Responsibility

Level 1

Level 2

Level 3

Reading and Writing

Skills

Identifies the main points and ideas in

different types of documents

Able to produce summaries of complex

documents for a specific audience

Asks questions when he/she does not

understand what he/she is reading or to
clarify the issue

Writes business documents clearly and

effectively using standard corporate formats
where available (e.g. reports, PowerPoint,
web, etc.)

Makes perceptive comments on what he/she

is reading demonstrating an understanding of
the authors reasoning and motivation

Understands how to use different kinds of

documents for different purposes (i.e.
letters, memos, reports etc.)

Able to manage documents through several

drafts with various contributors

Writes clearly, in a style suited to purpose

and with the needs of the reader in mind

Reports disagreement with sensitivity and

even-handedness

Makes sure information is well organised

and easy to use

Understands and applies plain English

guidelines

Avoids jargon and explains acronyms and

technical terms where the reader is
unlikely to understand them
Avoids discriminatory language

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Writes and Quality Reviews strategic

documents, policy papers and corporate
reports
Writes for internal and external publication
Writes speeches clearly and appropriate to
the audience being addressed
Ability to assimilate long and complex
documents quickly and effectively
Produces accurate and concise records of
meetings.

Area of
Responsibility

Level 1

Level 2

Level 3

Speaking and listening

skills

Contributes to discussions and pays

attention to the timing and setting of
discussions

Makes balanced and effective contribution in

difficult situations e.g. conflicts between staff
members

Motivates, encourages and inspires

individuals and groups through appropriate
use of language and manner

Is able to express non-complex ideas,

thoughts and feelings

Communicates ideas clearly, effectively,

persuasively to an individual or a group

Gives feedback honestly and

constructively

Varies speaking style according to audience

Delivers presentations to internal and

external audiences, and handles questions
effectively

Asks questions when he/she does not

understand what is being said or to clarify
the issue
Listens attentively, uses appropriate tone
of voice and is polite

States different and/or critical opinions

without causing offence
Is aware of his/her own and others body
language
Contributes to meetings effectively to ensure
all parties can respond and/or participate
Delivers presentations effectively

Able to communicate directly and

appropriately with senior external
stakeholders (e.g. at receptions,
presentations etc)
Uses consultancy skills (listening,
questioning, analysing issues, outlining
options etc.) to enhance understanding and
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
purpose

Judges when to communicate and

understands the impact/consequences of
his/her message on others
Ensures communications are appropriate
to purpose and prepares for important
discussions
Has a basic understanding of the cultural
environment in which he/she is
communicating

Understanding the
audience

Identifies and understands the

communications needs, expectations and
preferences of the audience he/she wants
to communicate with
Adapts his/her approach for simple
messaging to his/her audience

Develops, implements and evaluates an

effective communication strategy and plan
Applies level 1 principles in complex
communications to diverse audiences
Demonstrates an understanding of the wider
environment (cultural, political, social etc.) in
which he/she is communicating.

Analyses the communication needs of new

target audiences
As appropriate, encourages and generates
two-way communications with target
audiences to increase mutual understanding
and adapt communications as required.

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Plans and manages a communications

programme to deliver corporate and business
objectives
Takes calculated risks with communications
in order to provoke a desired response

Uses market research techniques to improve

understanding of an audiences
communications preferences and needs (now
and in the future)

Area of
Responsibility

Level 1

Level 2

Level 3

Understanding tools
and media

Chooses between basic communication

methods depending on context

Is aware of and understands how to use a

wide range and the right combination of
communication tools as appropriate

Able to plan and manage multi-media

communications programme
Assesses potential of new and existing
communications tools/media

Understands the impact of different tools

Knowledge Sharing

Passes on information proactively and in

a timely manner
Finds out where knowledge and
information are held

Evaluate effectiveness of communications

Develops new and existing communications

tools and media

Demonstrates commitment to sharing

information and knowledge with colleagues
throughout the organisation

Able to create knowledge sharing strategy for

project/business

Able to build appropriate networks

Is aware of knowledge sharing practices

and tools

Encourages others to share information and

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 Councils 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
Responsibility

Level 1

Level 2

Level 3

Using Outlook

Create, send, forward and reply to emails

Send, open and save attachments

Use voting buttons on emails sent and

received

Use tracking facilities and expiry dates on

email

Set up out-of-office assistant messages

Manage distribution lists

Able to recall email messages sent in error

Manage own appointments and set reminders

using the Calendar function.

Create/assign tasks and monitor task

progression

In line with
disability
legislation (e.g.
reasonable
adjustments being
made if needed)

Delete unwanted items

Know how to use outlook for email merging

Set up/ respond to meeting requests using

Calendar

Set up own Calendar to allow at least readonly access to Calendar to a suitable set of
colleagues.

Effectively use Outlook to manage and file

emails including writing email rules and
managing alerts

Use and search the global address list

including distribution lists and public folders

Check for colleagues availability using

Calendar.

Apply and create categories to organise

items

Recognise SPAM and phishing attempts (e.g.

scams; chain letters)

Change views (reading pane, sorting,

calendar, etc)

Understands and complies with IT security

standards

Use tracking facilities

Restore deleted items
Create, organize and manage message folders
Create and maintain contacts
Add and remove toolbars

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Area of
Responsibility

Level 1

Level 2

Level 3

Using Word

Identify, open, create and print Word files

In line with
disability
legislation (e.g.
reasonable
adjustments being
made if needed)

Be aware of and use templates

Create, modify and format standard tables and

borders

Perform complex mail merges (Word into

other applications)

Use basic character and paragraph formatting

(e.g. bold, bullets etc.) and styles

Understand the principle of styles and how to

modify them

Create document templates using styles

Utilise spelling and grammar checking tools

Create and modify drawing objects and

diagrams (e.g. text boxes)

Change margins and paper orientation

Insert images and symbols

Perform basic mail-merge facilities (within

Word)

Change document views and modify document

options

Use hyperlinks and bookmarks

Use and modify document properties

Format and manipulate images in relation to

text

Save, copy, rename, search, move and delete

files

Use automatic numbering facilities.

Understands and complies with IT security

standards

Update a Table of Contents

Track and manage changes during editing and
reviewing
Add and remove toolbars

Using Excel
In line with
disability
legislation (e.g.
reasonable
adjustments being
made if needed)

Understand and apply basic concepts and

terms used in Excel including the difference
between cells containing data and formulae
Create, format, modify, sort, print and delete
simple spreadsheets
Format spreadsheets using text colour,
shading, borders
Save, copy, rename, search, move and delete
files
Understands and complies with IT security
standards

Create and format complex diagrams and

graphics
Insert bookmarks, Table of Contents,
footnotes and endnotes
Understand and use section and page breaks
Create/manipulate outlines styles for
numbering and bullets
Create/amend complex documents using
several levels of headings and sub-headings
and handling indexes, tables and a crossreference system as appropriate
Awareness of file size and knowledge of how
to use file compression

Create and format graphs and charts

Troubleshoot problems

Handle complex tables sorting data and

repeating vertical/horizontal headings
facilitating the consultation of the spreadsheet

Summarise data using pivot tables

Create formulas using simple mathematical

operators and functions

Link spreadsheets to other files and

applications including formulas across
multiple sheets
Write and modify macros

Freeze, lock, hide spreadsheet ranges and

format for printing

Understand and apply statistical analysis for

creating complex formulae

Import and export data to other applications

Calculate using more complex formulae (e.g.

IF/AND/OR)

Add and remove toolbars

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
Responsibility

Level 1

Level 2

Level 3

Using Databases

Understand and apply basic database

concepts (e.g. navigate records)

Produce reports from tables and queries

Identify areas for improvement for use with

existing databases

In line with
disability
legislation (e.g.
reasonable
adjustments being
made if needed)
Using
PowerPoint
In line with
disability
legislation (e.g.
reasonable
adjustments being
made if needed)

Perform simple database queries to extract or

select records from the database according to
specified criteria

Retrieve and search for information using

standard reports
Perform more advanced queries using the
built-in query tool to search data and produce
reports

Know how to commission database

development according to business
requirements

Load and run PowerPoint presentations

Apply various slide show animated effects

Create and format basic presentations using

pre-defined slide layouts

Create, edit Master slide templates

Add audio-visual information to presentations

including video clips

Create a new template from scratch

Create animated text and graphic effects

Insert basic graphics (e.g. clipart)

Create images and charts within (and

between) presentations

Know how to store PowerPoint presentations

on the web.

Demonstrate confidence in using the slide

master, handout master and notes master

Use the PowerPoint presentation feature to

reduce large file size presentations

Import and embed data from other applications

including Word and Excel tables and
hyperlinks

Awareness of file size and knowledge of how

to use file compression

Print slides and handouts in a variety of paper

layouts suitable to the target audience
Use a data projector for presentations
Save, copy, rename, search, move and delete
files

Add and remove toolbars

Using Internet
Explorer

Know the difference between internal (Intranet)

and external (Internet) sites

Able to access and use the British Council

intranet site

In line with
disability
legislation (e.g.
reasonable
adjustments being
made if needed)

Understand basic concepts and terms

associated with using the Internet in line with
general IT security standards

Understands and complies with BC security

standards

Use search engine tools to locate information

of interest
Able to bookmark and print web pages
Able to add and organise favourites
Be able to listen to or watch podcasts

Refine searches using advanced searching

mechanisms
Evaluate search results, assessing authority,
authenticity, currency of website content
Understand copyright issues relating to using
web material
Save a web page as a file
Add and remove toolbars

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Use web casts (e.g. webinar)

Commission and manage Internet pages and
podcasts
Create and use blogs, wikis and discussion
forums
Use Obtree to create BC web pages

Area of
Responsibility

Level 1

Level 2

Level 3

E-Learning

Register/enrol for online conferences, courses

and other elearning events

Understand the conventions of and contribute

using different on line communication tools
(discussion forums, text chat, voice chat, video
chat etc.)

Moderate on-line learning (e.g. administrate,

design for, facilitate, evaluate and provide
technical assistance for learners)

In line with
disability
legislation (e.g.
reasonable
adjustments being
made if needed)

Follow a course of instruction

Have a critical view of quality/delivery of online
materials
Creating and editing a personal profile
Download/upload materials
Understands and complies with IT security
standards

Be aware of and apply on-line etiquette

(netiquette)

Commission and manage online content

including ensuring sites are secure in line
with British Council security standards

Understanding and application of online

learning techniques (time management, self
reflection, problem solving and asking for help,
apply awareness of learning style etc.)

Understand the functionality and applicability

of different on-line tools (chat, discussion
forums, wikis, blogs, VoIP, quizzes, FAQs,
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
Responsibility

Level 1

Risk Management

Awareness of corporate/global policies

and processes in relation to risk
management including business risk
management framework tools (BRMF)
and know where to locate this
information

Planning and
Forecasting

Level 2

Level 3

This level - will be expected to seek

guidance from L2 and L3

Although not specifically stated L3 will

provide guidance to L1 and L2
Knowledge and experience of
corporate/global policies and processes in
relation to risk (including BRMF) and how
these link to departmental/country/regional
level risk management

Lead on the management of risk, by assigning

roles and responsibilities, ensuring reviews take
place and risks are managed at a
departmental/country/ regional level

Ability to identify and manage these risks

Ability to identify opportunities and manage any

financial risks associated with them

Communicates exceptions at
departmental/country/regional level

Takes responsibility for reporting exceptions to

the appropriate senior management forum

Awareness of financial planning cycle

and deadlines and where to locate this
information

Knowledge and application of British Council

planning cycle plus policies, processes
(FPS) and timetables

Ability to produce a financial plan to support

programme of activity for dept/country/region

Understanding of process to set up and

maximise benefits of an effective
management reporting structure (WBS +
cost codes) including budgets and
commitments

Contributes to departmental/ country/regional

financial plan

Has basic knowledge of the concept of

cashflow (movement of money in and out
of the organisation) and provides the
relevant financial information to budget
holder as part of the cash flow
forecasting exercise

Uses systems to accurately cost a

project/activity
Supervises the setting up of a financial
management reporting structure (WBS +cost
codes for SAP countries) including budgets
and commitments
Produces a cash flow forecast for
project/activity

- 16 -

Ability to cost activity, including cost benefit

analysis where appropriate
Ability to construct pricing structures (e.g. pricing
exams, course fees)
Use forecasting as a tool to identify
patterns/trends in expenditure/income

Area of
Responsibility

Level 1

Level 2

Level 3

Monitoring and
Reporting

Understand how to access reports and

verify transactions posted to budgets,
where financial role permits

Understand how to access and process

reports, including income and expenditure
statements and balance sheet

Knows how to create and maintain

financial management information
records for projects/activity (showing
budget, actuals, commitments and
forecast outturn)

Monitor financial performance against targets

and takes action to manage exceptions (e.g.
over/underspend on a particular budget)

This level - will be expected to seek

guidance from L2 and L3

Although not specifically stated L3 will

provide guidance to L1 and L2
Takes lead responsibility for monitoring and
reporting at departmental/country/ regional level
Able to analyse and interpret complex financial
data in order to make appropriate
recommendations/proposals to business
plans/projects

Monitor creditors and debtors and report

exceptions at business risk management
meetings as appropriate

Reports directly and appropriately with internal

and external stakeholders on financial matters

Knowledge of customer master data process plus content and data standards

Knowledge plus application of bad debt

policy and process

Lead on any bad debt applications for write off

Ability to run debtor reports or know

where to access them and identify debtor
position e.g. check if amounts are
overdue

Checks and approves reconciliation of

receipts to cash banked (where required)

Understands how to review the status of

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:
Invoiced and noninvoiced

Takes responsibility for ensuring reconciliation of

receipts to cash banked are completed where
required

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

up vendors on the corporate system
(SAP)
Awareness of payment system process
and document standards, including
travel and expenses, or where to locate
the information

Knowledge of, and manages, the risks

associated with setting up of vendors
Ensures payments are processed correctly
and creditors are effectively managed

- 17 -

Ensure that resources are in place, roles and

responsibilities are clearly defined and allocated
and that there is compliance with corporate
standards, to enable the payment process to run
efficiently and effectively

Area of
Responsibility

Level 1

Impact of financial
transactions on BC
statutory reporting
plus other reporting
obligations

Has a basic awareness of how

transactions impact on corporate
accounts

Level 2

Level 3

This level - will be expected to seek

guidance from L2 and L3

Although not specifically stated L3 will

provide guidance to L1 and L2
Understands how transactions impact on the
corporate accounts

Awareness of statutory and internal

management principles and practices,
including accruals, and where to locate
guidance

Understand internal management principles

and practices, including accruals, in the
recording of transactions

Demonstrates an understanding of the wider

environment in which the organisation is
operating and the impact this has on financial
transactions, e.g. devaluation
Takes lead responsibility for ensuring that
transactions are properly recorded in the
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

- 18 -

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
Resourcing:
Establishing and
maintaining
appropriate structure,
numbers and skills in
teams (staffing profile)
to enable the business
to meet its goals and
objectives

Level 1

Level 2

Level 3

Understanding of the business

objectives and goals of the
team/department/country/region;
being clear about own role and the
roles of others, and how this effects
the staffing needs and profile

Contributes to the development of the staffing

profile for the team/dept/country/region in line
with the business/country/regional plan

Assesses and makes judgements on the correct

staffing profile to deliver the business
objectives/goals and an understanding of any
associated risks

Awareness of the relevant HR

policies and procedures and
knowledge of where to obtain
guidance on them
Awareness of the Equal
Opportunities and Diversity policies
and practices

Good knowledge of British Council

recruitment and selection policies and
processes
Ensures an equal balance in the distribution
of work within the team/dept/region
Ensures Equal Opportunities and Diversity
policies and procedures are considered in
work planning and distribution
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

- 19 -

Leads recruitment exercises, adhering to HR

policies. Ensures others are trained in this area.
Ensures staff are employed in line with British
Council policies and in compliance with local
legislation.

Area of Responsibility
People and
performance:
Enhancing business
outputs by enabling
staff to perform at
their optimal level

Level 1

Level 2

Level 3

Awareness and understanding of

performance management and active
engagement in the process

Uses Performance Management tools to

induct, manage, develop and evaluate staff
performance

Engagement and promotion of performance

management system to ensure best practice

Gives and receives feedback

informing own and others
performance

Working knowledge of HR policies and

procedures relating to the management of
staff

Awareness of the relevant HR and

health & safety policies and
procedures that affect people and
performance

Takes a lead in developing the capacity of others to

apply British Council standards in key HR areas
such as recruitment, induction, performance
management, Equal Opportunities and Diversity.
Ensures Health & Safety guidelines are adhered to,
to mitigate risk within the business
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:
Enabling staff to
acquire and develop
the skills to maximise
their potential and
performance

Awareness of the development

opportunities available within the
organisation for both individual and
business growth
Takes responsibility for self
development and career planning

Consistent approach to staff development

through the use of coaching and mentoring

Contributes to the production of the development

strategy and budget

Analyse skills needs/requirements and

identifying potential gaps

Analyses the long term training and development

(T&D) needs in line with current and future business
targets/goals/requirements

Understands role as a facilitator of others,

and the importance of appropriate delegation
Knowledge of the different types of learning
and development opportunities and
acknowledgement of the diverse
learning/working styles of staff

Ensures that others in the team are trained in HR

management (where appropriate), and are clear
about their role and responsibility in relation to the
management of others
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

- 20 -

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

Council and its values

Understands the British Council and

works within the values

Ensures new colleagues understand and

apply British Council Values

- Who we are

Positively influences all customers about

British Council in a manner that encourages
them to engage with the organisation

Takes responsibility for championing the

brand and ensuring that brand values are
embedded in all programmes, projects,
products and services

- Why we are here

- What we want to achieve
Understanding potential
markets/customers

Understanding customer
needs

Provides input into basic administration

of market research

Understands the importance of market

research and the benefits it provides

Applies customer/market intelligence in

formulating strategy

Recognises potential customers and

actively promotes products and
services to them

Supports the development of products,

services, projects and activities for agreed
target groups

Takes responsibility for shaping response to

the needs of key segment groups to achieve
business benefits

Is able to gather required customer

and market information

Establishes systems to collect and analyse

customer and market information

Commissions, scopes and co-ordinates

appropriate customer and market research

Applies knowledge of Data Protection

and Freedom of Information standards

- 21 -

Area of Responsibility

Level 1

Level 2

Level 3

Responding to customer
needs

Controls the interaction with the

customer. Listens effectively and uses
questioning skills to clarify customer
needs

Plans and supports a service approach that

balances a personalised delivery with
business needs.

Shapes and leads on Marketing and

Customer Service strategy through applying:

Delivers excellent service at all points

of contact

Investigates service delivery and provides

solutions to any problems/issues.

knowledge of the external environment

(political, sociological, economic,
environmental, technological and legal
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

which add value to the
United Kingdom

Uses strong interpersonal skills to

build effective rapport with customers

Obtaining and evaluating

feedback

Actively and systematically collects

feedback and data through a variety
of means

Uses systems to accurately manage

customer information

Uses knowledge of best practice in customer

relationship management to make strategic
decisions.

Ensures staff have sufficient

marketing/customer service skills
Analyses and evaluates actual customer
experience against expectations using
feedback, benchmarking and management
information.

Makes strategic decisions on product and

service development, balancing customers
needs and expectations with organisational
priorities, objectives and resources.

Feeds management information into

continuous customer service improvement.

Promotes by example a culture of 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

- 22 -

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

stakeholders

Understands project identification

processes and demonstrates ability to
contribute to these.

Applies knowledge of organisational

purpose, strategy and business context to
identify appropriate project opportunities,
products and services, and partnerships,
underpinned by dual-key planning.

Assesses and makes judgements on project

investments that achieve maximum impact
against corporate outputs and business
targets.

Understanding the context

and market to identify and
develop new project
opportunities, and managing
clients/partners/ stakeholders
Development and delivery

Uses effective approach to

communicating with project
stakeholders to maintain relationships.

Understands processes for developing

proposals and demonstrates ability to
contribute to these
Contributes to the development and
implementation of project plans and
schedules using appropriate systems
and tools.
Undertakes assigned role(s) in project
delivery to internal and external
client/partner/stakeholder satisfaction.

Manages and develops

client/partner/stakeholder relationships that
support the delivery of specific projects

Responsible for identifying, managing and

developing strategic relationships with
principal clients, partners and stakeholders.

Leads the development/authoring and

quality review of project proposals to
corporate standards and internal/external
client requirements.

Leads the development of highly complex

and business critical project proposals using
appropriate tools, business processes and
system standards.

Takes lead responsibility for the

implementation of projects at different
stages of the project cycle to ensure
delivery of project outputs and targets and
manages change.

Ensures fit between project level outputs

and targets and the achievement of corporate
outputs.

Designs and manages logically inter-related

input plans, costings, schedules and
responsibility matrices, revenue forecasts
and work breakdown structures.

- 23 -

Takes lead responsibility for implementation

of highly complex and business critical
projects.

Area of Responsibility

Level 1

Level 2

Level 3

Tendering and procurement

Understands basic contracting

terminology and uses this
appropriately

Leads in developing, negotiating and

managing pre-contract agreements,
contracts and Service Level Agreements
with individuals, departments and
organisations.

Manages the tendering process to corporate

and external standards across a portfolio of
projects.

Application of tendering
process (competitive and
single source) to win
business; procurement of
goods, services, internal/
external resources to support
project delivery

Has basic understanding of tendering

and procurement procedures
Supports the procurement and
management of: project goods and
services, and internal resources.

Designs appropriate tender documents.

Manages the procurement process to
internal and external client standards for
specific projects.

Negotiates and manages strategic

partnerships which enhance BCs reputation.
Is responsible for and manages the
procurement process to secure internal and
external resources to corporate and external
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

Monitoring, evaluation and

reporting

Demonstrates an understanding of
project risks and operating context,
and adjusts planning accordingly
during implementation.

Undertakes business risk identification

(technical and financial) and analysis for
specific initiatives. Uses this to inform
approach and manage risk.

Responsible for risk and opportunity

identification and business assurance across
a portfolio of projects.

Understands basic monitoring and

evaluation tools and processes.

Agrees monitoring and evaluation criteria

and plans with internal and external
clients/partners/ stakeholders at project preimplementation.

Acts as internal consultant to monitoring and

evaluation design and delivery.

Contributes to the development of

monitoring plans and takes part in
monitoring.
Contributes to project closure,
including systems closure.
Supports project reporting by collating
management information.
Contributes to the collection of
information for lessons learnt.

Manages the delivery of monitoring plans

and takes action to ensure projects are
delivered to time, quality and cost targets.
Communicates outputs and targets.
Takes the lead for specific projects on the
management of project/contract closure
and financial and technical reporting to
internal and client/partner/ stakeholder
standards and needs.
Communicates the findings from project
impact evaluation, captures and
disseminates lessons learnt.

- 24 -

Business Risk Management Framework

Process Owner for project related areas (as
appropriate).

Manages and monitors project delivery

across a portfolio of projects to meet
corporate strategy and business target
requirements.
Takes the lead for highly complex or business
critical projects on the management of
project/contract closure and financial and
technical reporting to internal and
client/partner/ stakeholder standards and
needs.
Applies the results from project impact
evaluations to strategic business
development, leading to performance
improvements.

Area of Responsibility

Level 1

Level 2

Level 3

Business and system

processes

Operates within corporate guidance

and standards for project
implementation on SAP, manages
expenditure and income to plan.

Ensures compliance with corporate

standards and guidance for project
implementation, including on SAP.

Contributes to the development of best

practice for the use of SAP in project delivery
corporately.

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

- 25 -