Viridor Core competencies edition

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1 Viridor Core competencies 2014 edition

2 Giving the world s resources new life Challenge for change The world is changing. Once there was waste. Now there are valuable resources society must challenge itself to reuse, recycle and recover. Viridor, with its innovative services, is an integral part of this transformation. The world, the industry, our clients see Viridor in a different light. And we re up for the challenge. Make things happen Viridor delivers some of the most advanced recycling and energy recovery facilities and social infrastructure, enabling a pioneering resource management service which knows where every last bit of material ends up. It s smart technology, safely operated by smart people. And with Viridor, it s not talk, it s action. Relentless pursuit of quality Transforming industrial, commercial and domestic waste into high-quality raw materials and vital energy means investment in infrastructure, equipment and people. Quality is at the heart of everything we do. Quality in, means quality out, in added-value products and services. That s what creates value for Viridor and for our clients. Stronger in partnership Sales, service, safety, sustainability, social responsibility. All are stronger when we collaborate and work in partnership with customers, colleagues and communities. At all times, Viridor takes a positive attitude to working with others for everyone s benefit. OUR PURPOSE AND VALUES 01. Core competencies Purpose and Values

3 Behavioural indicators Communication 03 Teamwork 05 Customer focus 07 Managing change 09 Commercial awareness 11 Culture, values and ethics 13 Our core behavioural competencies, which have been developed to support and underpin Viridor s purpose and values, provide a framework of behaviours focussing on how we carry out our roles in all positions within the company. This booklet provides descriptions of these behaviours at four levels Operative or Nonsupervisory, Supervisor, Manager and Senior Manager and should be used as a tool to assist you when carrying out appraisals, recruitment and performance management activities. This information is available to everyone within the company and anyone wishing to join us, to demonstrate the behaviours we expect of a Viridor employee. 02. Core competencies Behavioural indicators

4 Communication Make sure that everybody understands what is being said and contributes constructively to discussions. Operatives Supervisors 01. Demonstrates openness and honesty 02. Listens well during meetings and feedback 03. Asks questions to ensure understanding 04. Uses consideration and tact in communicating verbally and in writing where required 05. States opinions, ideas and views in an appropriate manner 06. Willingness to understand others points of view 07. Speaks and writes where necessary, effectively, confidently and accurately 01. Delivers clear, effective communication and takes responsibility for the understanding of others 02. Is transparent and open in communicating information 03. Organises, expresses and communicates ideas clearly verbally and in writing 04. Ensures that regular communications occur based on the needs of work, the individual, management or the situation deals with conflict as it arises 05. Uses active listening to assess and clarify understanding 06. Uses visuals and other techniques to illustrate and tailor communications to specific groups and audiences 07. Utilises skill in presenting information, analysis and situations in a clear and concise manner appropriate to the audience 03. Core competencies Communication

5 Managers Senior Managers 01. Communicates expectations regarding outcomes, deliverables, timelines, quality and quantity of work clearly and openly 02. Utilises understanding of individuals differences to communicate with, influence and manage (e.g. resolving conflict, team building, managing change) throughout their business area 03. Communicates and gains commitment and engagement to broad organisational and strategic goals utilising the skills of negotiation, persuasion, influencing and collaboration both with internal and external parties 01. Defines, builds and communicates a shared vision with others 02. Influences others to translate the vision into action 03. Formulates and communicates both in writing and verbally, objectives, plans and priorities consistent with the short term, medium term and long term interests of Viridor in a political environment 04. Understands and has knowledge of all media and can utilise/influence work with media connections 04. Core competencies Communication

6 Teamwork Work together and collaborate across teams to get things done well and to improve business performance. Operatives Supervisors 01. Takes responsibility for own actions and behaviours whilst working in a team 02. Understand where own team fits into the bigger picture of Viridor 03. Promotes being part of an effective team 04. Reacts positively to feedback 05. Open to new ways of working 06. Helps others by responding to their needs and helping others to do things for themselves and exhibits a can do attitude 07. Work in a manner that ensures honesty, frankness, and trust among team members 08. Responds positively to instructions and procedures 09. Co-ordinates own work with others to get the job done properly and safely 10. Works harmoniously with others both colleagues and managers to get the job done 11. Is considerate of the needs and feelings of individuals 12. Treats everyone with respect, trust and dignity 01. Uses an appropriate interpersonal and leadership styles to steer team members towards goals and objectives 02. Works to improve the performance of the team and the individual through development, learning and constructive feedback 03. Constructively helps the team through coaching and mentoring 04. Inspires team members to excel and develops and encourages team spirit 05. Maintains and fosters positive and productive relationships with team members 06. Works with others at all levels to share information and ideas 07. Acts as a positive role model for the team ensuring Viridor values are maintained 08. Gives and receives constructive feedback as required 09. Self regulates emotions and reactions which enables the display of a calm manner at all times within the working environment 10. Communicates positively and frequently to motivate, engage and inspire 11. Recognises and tackles morale issues or issues relating to performance as they arise 12. Ensures that team members development and professional abilities are encouraged 05. Core competencies Teamwork

7 Managers Senior Managers 01. Inspires and fosters team commitment, spirit, pride and trust 02. Facilitates co-operation and motivates team members to accomplish goals and objectives 03. Fosters an inclusive workplace where diversity and individual differences are valued and utilised to achieve the goals and objectives of Viridor 04. Create opportunities for all team members to contribute to tasks, and ensure that all feel their contribution is visible to, and valued by, the team and Viridor as a whole 05. Works collaboratively with all colleagues and stakeholders both internally and externally 06. Solicits input into the team by genuinely valuing others ideas and expertise 01. Creates a culture which places a high value on team work and collaboration and sets a clear sense of direction 02. Engages hearts and minds and is passionate about people and team work 03. Places company agenda before personal agenda 04. Supports and acts in accordance with a majority decision, even when the decision may not entirely reflect own priorities 05. Helps others understand their roles, impact and values in the organisation s future 06. Builds cohesive formal and informal teams and networks across the organisation and beyond which delivers significant added value to Viridor 06. Core competencies Teamwork

8 Customer focus Know your customers, whether internal or external and promote excellence in customer care all day, every day. Operatives Supervisors 01. Shows respect and friendliness to customers both internal and external 02. Demonstrates common courtesy even when the customer is difficult or demanding 03. Responds promptly to customer requests and wherever possible in an agreed timeframe 04. Keeps promises made to customers 05. Shows awareness of who all their customers are 06. Strives to resolve customer concerns and talks and listens to customers to clarify their real needs and expectations 07. Knows when to hand on customer issues to a higher level 08. Support sustainable business practices such as carbon reduction initiatives implemented by the company 01. Consistently strive to provide quality customer service 02. Manages customers expectations so customers feel valued 03. Actively seeks feedback and suggestions to improve customer service 04. Offers advice and guidance in responding to customer enquiries 05. Responds positively, with commitment and enthusiasm to setbacks and obstacles in customer facing issues 06. Understands what needs to be delivered to achieve customer commitment and loyalty 07. Takes personal responsibility for customer needs and escalates issues where appropriate 08. Assist customers to identify sustainable practices that minimise resource use and carbon emissions within the supply chain 07. Core competencies Customer focus

9 Managers Senior Managers 01. Champion customer service improvement initiatives and utilise and disseminate best practice 02. Ensure a culture of professionalism when dealing with customers at all levels 03. Promotes a drive for quality in customer care across the organisation 04. Seeks opportunities to enhance customers experience and assesses possibilities for implementing innovation or changing process or procedures 05. Motivates others to ensure positive customer experiences 06. Assist customers to identify sustainable practices that minimise resource use and carbon emissions within the supply chain 01. Anticipate customers future needs and identify key strategic issues 02. Create mutually supportive and loyal relationships with all major customers/stakeholders 03. See the wider picture, understand levels of service that are needed and valued by customers 04. Innovates the service/product proposition for Viridor, with regard to sustainable resource use and the minimisation of carbon emissions 08. Core competencies Customer focus

10 Managing change Encourage innovation and positive change whilst ensuring understanding of the need and benefits they bring to the individuals and the business. Operatives Supervisors 01. Enthusiastically accepts beneficial change and is constantly open to the idea of change 02. Communicates and offers up ideas when changes are needed, suggests ideas and solutions 03. Suggests ideas for possible improvements 04. Adopts ideas used successfully elsewhere following change 05. Understands the future direction of Viridor and the challenges that will result in a move to a low carbon economy 01. Responds positively to changing business needs and issues 02. Absorbs and manages change without reacting adversely 03. Helps others to successfully manage organisational change 04. Facilitates the implementation and acceptance of change within the workplace 05. Encourages others to question established work processes or assumptions and challenges them to ask why until cause is discovered 06. Addresses change resistance and show empathy with people who feel a loss as a result of change 07. Works cooperatively with others to produce innovative solutions to change 08. Help employees develop a clear understanding of what they will need to do differently as a result of changes in the organisation 09. Understand that the move to a low carbon economy will result in on-going organisational change as a result of implementing sustainable resource use practices 09. Core competencies Managing change

11 Managers Senior Managers 01. Acts as a champion for change 02. Develop, plan, and follow through on change initiatives 03. Accepts the ambiguity that comes with change activities and seeks to ensure clarity 04. Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities 05. Involves appropriate parties in changes 06. Establish structures and processes to plan and manage the orderly implementation of change 07. Understands how to drive and manage change and create personal connection and engagement for those involved 08. Accurately assesses the potential barriers and resources necessary for change initiatives 09. Understand that the move to a low carbon economy will result in on-going organisational change as a result of implementing sustainable resource use practices 01. Act as a catalyst for organisational change 02. Facilitates through the problem-solving and creative-thinking processes leading to the development and implementation of new approaches, systems, structures, and methods to enable change management within Viridor 03. Establish and define an on-going organisational vision and implement it in a continuously changing environment 04. Define, implement and support various change management activities (e.g. communications, education, team development, coaching), remove barriers and act as an advocate for change 05. Passionate and enthusiastic in conveying a sense of what is possible for Viridor in the future in a changing business environment 06. Recognise that the shift to a low carbon economy will require a continual focus on sustainable resource use, resulting in a need to lead change initiatives 10. Core competencies Managing change

12 Commercial awareness Be effective, efficient and business focused. Make informed decisions that deliver tangible business gains. Operatives Supervisors 01. Understands the business environment in which Viridor operates 02. Understands the contribution their role makes to the overall success of the business 03. Looks to identify savings and cost effective approaches to work, which may contribute to more sustainable business practices 04. Promotes and maintains high standards of quality at work ensuring safety, legislative and environmental concerns are met 05. Ensures own work is in line with the direction of the organisation 01. Actively pursues alternative ideas and ways of working to gain cost/time savings 02. Understands and anticipates the needs of internal and external customers 03. Discovers and meets customer s underlying needs 04. Recognises and facilitates customer objectives of sustainable resource and promotes services that minimise carbon emissions 05. Applies discipline and a detail orientation to work activities and constantly looks for ways to improve the quality of products or services 06. Encourages others to have high quality standards in their work ensuring safety, legislative and environmental concerns are met 07. Demonstrates an understanding of how the different parts of the organisation work together and ensures innovation and best practice are disseminated across and within business units 11. Core competencies Commercial awareness

13 Managers Senior Managers 01. Actively seeks out and identifies opportunities to develop and offer new products and services within or outside the organisation 02. Proposes innovative business deals to customers, suppliers, and business partners 03. Creates and manages a positive perception of own product/organisation in the mind of the customer 04. Recognises and facilitates customer objectives of sustainable resource and promotes services that minimise carbon emissions 05. Prepares, justifies, and administers budgets 06. Oversees procurement and contracting to achieve desired results 07. Monitors expenditures and uses cost-benefit thinking to set priorities 08. Builds and manages workforce based on organisational goals, budget considerations, and staffing needs. Ensures that employees are appropriately recruited, selected, appraised, and rewarded; takes action to address performance problems 09. Regularly check budget data to identify trends and improve the cost effectiveness of processes and practices 10. Reallocates resources as required following periods of change 01. Develops a commercial and business strategy which delivers consistent improvement in outputs, quality and costs 02. Applies financial management principles to ensure all business decisions are fiscally sound and responsible 03. Sets organisational priorities by aligning finances with strategic vision and goals 04. Monitors the overall performance of the organisation and adjusts allocation of finances based on progress against goals 05. Fosters and disseminates an environment that encourages fiscal responsibility 06. Sets standards for company performance, defines new performance metrics/kpi s as required 07. Horizon scans in terms of business change and new developments within the industry and beyond that may impact the organisation 08. Influences customer needs with regard to the transition to a low carbon economy and sustainable resource use 12. Core competencies Commercial awareness

14 Culture, values and ethics Do the right thing, live our purpose and values and challenge those who aren t. Operatives Supervisors 01. Behaves in a manner that shows respect for people regardless of race, gender, disability, lifestyle, or viewpoint 02. Carries his/her fair share of the workload 03. Takes responsibility for their own mistakes, does not seek to blame others 04. Accepts responsibility for their own work 05. Helps others to work at their best 06. Does what he or she commits to doing 07. Is honest and open with people 08. Recognises that all material resources (water, electricity, fuel etc.) have a value and they should be used with care 01. Treats others with honesty, fairness, integrity and respect; makes decisions that are objective and reflect the just treatment of others 02. Respects the needs and values of others 03. Avoids actions that bring personal benefit at the expense of others 04. Acknowledges mistakes without attributing blame. Provides frank, open, and accurate feedback while avoiding destructive comments 05. Works through interpersonal conflicts to ensure problems are addressed and relationships are strengthened 06. Takes responsibility for accomplishing work goals within accepted timeframes; accepts responsibility for decisions and actions and for those of the team, or department; attempts to learn from mistakes 07. Does not violate confidences or divulge potentially harmful information 08. Gives credit to deserving parties and does not take credit for the work of others 09. Is loyal to the company and its principles, knows how to live the values of Viridor 10. Modifies behaviour and communication based on an understanding of individual differences 11. Promotes the efficient use of resources (water, electricity, fuel, etc.) whilst maintaining effective site operations 13. Core competencies Culture, values and ethics

15 Managers Senior Managers 01. Demonstrates values and ethics in personal behaviour and integrates these values and ethics into organisational culture, practices and activities 01. Ensure the continuing commitment by Viridor to behave ethically and contribute to economic development while improving the quality of life of the workforce as well as that of the community and society at large 02. Maintains standards and principles 03. Sticks to decisions which have been made and stays true to their word 04. Performs to high standards, and maintains constructive interpersonal relationships when under pressure 05. Personal behaviour exemplifies company values 06. Proactively takes ownership of problems affecting the business 07. Promotes organisational honesty at all levels 08. Risks unpopularity to make the right business decision 09. Takes responsibility for own actions and decisions 10. Values diversity as exhibited in recruitment and selection, assignments made, teams formed, and interaction with others. Recruits, develops and retains a diverse, high quality workforce 11. Ensure all business is conducted in an ethical way and in the interests of the wider community 12. Demonstrates and promotes the benefits of sustainable resource and supports plans to improve resource efficiency 02. Ensure the operation of the business meets or exceeds the ethical, legal, commercial and public expectations that society has of business 03. Abide by a strict code of ethics and behaviour, chooses an ethical course of action and does the right thing, even in the face of opposition; encourages others to behave accordingly 04. Leads and manages an inclusive work force that maximises the talents of each person to achieve sound organisational results 05. Develops policies, procedures and values that encourage inclusion and acceptance of diversity 06. Fosters an environment in which people who are culturally diverse can work together cooperatively and effectively in achieving organisational goals 07. Conveys and disseminates a command of relevant concepts, facts, and information in matters involved in ethics and Corporate Social Responsibility, including sustainable resource use 08. Promotes and encourages an environment of inclusion, where diverse thoughts and ideas are freely shared, respected and integrated 09. When confronted with ethical dilemmas, acts in a way that reflects relevant law, policy and procedures, company values, and personal values 14. Core competencies Culture, values and ethics

16 Design: 375.co.uk Viridor Head Office Viridor House Youngman Place Priory Bridge Road Taunton TA1 1AP Tel: viridor.co.uk Regional Offices South East: South West: North: Scotland: When you have finished with this booklet please recycle it. This booklet is printed on 100% recycled paper stock.