Managing a Quality Service: Civil Service Behaviour at Administrative Assistant and Administrative Officer Grade
The behaviour Managing a Quality Service is about delivering high standards of work that meet the needs of customers and colleagues. At Administrative Assistant (AA) and Administrative Officer (AO) grade, you are expected to understand your customers’ needs, plan your work carefully, and take responsibility for providing a professional and reliable service.
This behaviour shows that you take pride in doing your job well and pay attention to detail. It highlights your ability to organise your time, follow processes, and act quickly to prevent problems. It also demonstrates that you communicate clearly, keep others informed, and take ownership of the quality of your work.
When writing a 250-word statement for this behaviour, aim to demonstrate:
✅ A belief statement showing your commitment to delivering excellent service.
✅ A situation where you identified a need or problem that affected service quality.
✅ The actions you took to organise work, resolve issues, or improve how tasks were completed.
✅ The result, showing how your efforts improved efficiency, accuracy, or customer satisfaction.
The B-STAR method helps you present your example clearly: begin with your belief, describe the situation and your task, then focus on your actions and the results achieved. Strong examples will show that you plan effectively, work efficiently, and take responsibility for delivering a dependable and professional service that supports both your team and the public.
The image above provides a full example statement for Managing a Quality Service at AA/AO grade. Use it to guide your own response and show how you maintain high standards and contribute to consistent, high-quality outcomes.
