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National Agreement Between Post
Office Ltd and Communication Workers Union
for CSA Pay Progression
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Introduction
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There are 5 CSA
pay levels 3 – 7 relating to counter work.
CSAs are
monitored and assessed by their Branch Managers, with input from the ABM or
DBM. Once they have reached the required
standards, which are measured by completing an assessment form provided by
the Post Office Service Centre (POSC), the Branch Manager will sign off an
authority form and send it to the POSC, who will put them on to the next
pay level. Assessment papers and
capability requirements will be automatically issued from the POSC.
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CSAs will be able to appeal against
decisions to their next line manager with full rights of union
representation.
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CSA level 3
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- Trial report and assessment forms
will be used to test performance level
- Learning the role and +1 selling
techniques
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CSA level 4
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·
Meeting all the minimum standards and reaching a minimum of 80%
deployment of +1 conversational selling skills
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Progression to level 5 after 6 months if standards are
met and CSA shows an aptitude for excellent selling skills
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CSA level 5
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·
Meets all the standards,
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Reaches 95% deployment of +1 conversational selling skills and
assists other team members
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Progression
to level 6 after 6 months if the standards are met and the
CSA has proven that they have excellent selling skills
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CSA level 6
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·
Meets and exceeds all standards.
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Deploys +1 conversational selling skills 100%
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Closes more sales than their peers
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Encourages
the deployment of +1 skills in others
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CSA level 7
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- Actively seeks to promote all our
products at every opportunity
- Takes time to understand the
product so that they can answer all customer queries with confidence
- Actively encourages others to use
the +1 selling techniques and highlights missed opportunities in a
supportive way
Or
- Meets and maintains all of the standards
achieved at level 6 but also has the ability and desire to become a
manager
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Carries out customer adviser roles where
needed and helps with the running of the Postshops (where applicable)
- There is an anticipation that these
CSAs will be applying for any suitable retail line management roles
that arise in their area.
- They will also be expected to cover
DBM/ABM roles during any Annual Leave and Sick Absence where
appropriate CSA 7s will be expected to maintain their high standards
and selling skills.
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General
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- Cover of BM, ABM or DBM absences is
not exclusive to attaining level 7 nor does it exclude Pos
- You cannot proceed to any level
until you have achieved the competencies of the level below
- Once you have attained all the
competencies at level 7, you will be deemed suitable for any DBM/ABM
role that arises.
- You will not need to be assessed
for a DBM role. There will be a requirement for an interview if more
than one suitable candidate
- Branch Managers must ensure that
adequate training is provided to assist CSAs to attain the required selling
skills
- If the CSA does not wish to
continue at any level or they do not sustain the standards,
consideration will be given to reverting them to a lower level. In these circumstances the
individual would have a right of appeal with full trade union
representation
- CSAs who have not attained level 7
can still apply for any advertised management roles. They will however
need to be assessed as appropriate
A full review
will be undertaken jointly after six months’ operation of the agreement to
determine if the agreement is working effectively and being deployed in a
consistent and fair way.
Ian Anderson Andy
Furey
Executive Director HR CWU Assistant Secretary
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