Managing a Quality Service: Civil Service Behaviour at Executive Officer Grade
The behaviour Managing a Quality Service is about delivering excellent outcomes for users by providing efficient, reliable, and consistent services. At Executive Officer (EO) grade, you are expected to manage your workload effectively, follow agreed standards, and contribute to improvements that help the team meet its objectives.
This behaviour shows that you can take responsibility for quality, maintain accuracy in your work, and support processes that meet user needs. It involves being organised, monitoring performance against expectations, and looking for opportunities to improve how services are delivered.
When preparing a 250-word statement for this behaviour, aim to demonstrate:
✅ A belief statement showing your commitment to high standards and user-focused service.
✅ A situation where you had to ensure that tasks or services were delivered to the right quality.
✅ The actions you took to follow procedures, check accuracy, or improve the way services were carried out.
✅ The results, which should show reliable delivery, improved service quality, or positive feedback from users or stakeholders.
The B-STAR method helps keep your response structured, ensuring you explain the context, your responsibilities, and the specific steps you took to achieve quality outcomes. Strong examples will show that you care about accuracy, efficiency, and consistency, and that you play an active part in supporting a service that meets the needs of both the organisation and the public.
The image above provides a full example statement for Managing a Quality Service at EO grade. Use it to shape your own example, keeping the focus on how your actions maintained high standards and delivered real value.
