The role holder demonstrates core skills, knowledge, and competence in all 
role requirements, and is improving capability and proficiency
▪ Is technically trained for “Standard” jobs but may not have put all training into 
practice and is exposed to “complex” jobs with supervision 
▪ Requires further support, development and supervision to meet targets and 
complete new or unfamiliar tasks
▪ Responds effectively by understanding and listening to customer needs to 
deliver great service
▪ Finds appropriate opportunities to present and sell Value Added Products and 
Services (VAPS) 
▪ Understands company policies and procedures and complies with them
▪ Understands and works towards branch and personal KPIs
▪ Maintains tools and related kit in good condition