Customer Service Assistant Job Description and Recruitment Strategies at Squire's Garden Centre

This assignment explores the role of a Customer Service Assistant at Squire's Garden Centre, examining the job description, recruitment methods, and employee engagement strategies. It analyzes the benefits of Squire's apprenticeship program and evaluates the rewards and benefits offered to staff. The assignment also discusses the impact of UK employment legislation on human resource decision-making.

Human Resource Management
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Table of Contents
Introduction................................................................................................................................3
Task1..........................................................................................................................................4
Task 2.........................................................................................................................................9
Task 3.......................................................................................................................................12
Task 4.......................................................................................................................................15
Conclusion................................................................................................................................18
Reference list............................................................................................................................19
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Introduction
Human Resource Management is the study, which deals with human beings and their
management in an organization. Each people in this globe have unique features, so it is not a
very easy job to manage people. Human resource is one of the most valuable resources
available in any organization and it should be utilized correctly for the benefit of the
organization itself. Each human begin have their own talent or skill, which they use to
perform their jobs and HRM provides due respect to that and helps in motivating the
employees, so that they are able to work hard being more focused to achieve the goals of the
organization. This assignment will outline the purpose and importance of HR function in an
organization. The assignment will also shed light on different recruitment and selection
methods that the organization can focus on to increase its employees’ number. Additionally,
the assignment will recommend the ways to engage employees more effectively. This
assignment will be done in reference to Squires Gardens Centre, the United Kingdom.
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Task1
Introduction
HRM deals with the management of human beings, which is one of the most valuable
resources in an organization. The study below highlights about the HR function of Squire
Garden Centre and its purpose and importance in the organization, which makes it an
employer of choice. It also discusses about the various recruitment and selection processes,
which are used and their merits and demerits.
a) Purpose of HR function and its importance to the organization, given the size and
nature of the business and its plans to become an employer of choice.
HRM deals with people management and motivating employees in an organization that can
be small-scale, medium-scale or a large-scale (Hollenbeck et al., 2018). Squire’s Garden
Centre is a medium scale organization, which is conducting a recruitment process for the post
of Customer Services Assistant required for every garden. The main responsibilities of the
HRM department are motivating the employees, strategic management of the employees, and
safety and health issues of the employees and so on. The main functions of the HRM
department are:
Training and development of the employees:
When an employee joins an organization, he or she does not have any detailed idea about
how the organization functions, the HRM department functions to solve this issue and train
and develop the employees to become fit for their jobs to fetch the best out of them. Training
is done to improve and increase the knowledge base of the employees who are selected. It is
important for companies to make it essential for the trainees to attend all the sessions of
training, which will turn out to beneficial for them and their better understanding. The
training process helps to improve the performance of the employees, find out and correct the
weakness of the employees, to maintain employee consistency, reduce turnover of employees
and so on (Hollenbeck et al., 2018). HRM follows a set of processes or rules for carrying out
the recruitment process. For an organization to perform successfully, the employees must
work effectively. HRM thus follows strategic, coherent and integrated methods of recruiting
people who are talented and skilled enough to serve the organization. This makes it clear that
training and development is an important HRM function.
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Employee relations:
Maintaining good employee relation is another important aspect for the HRM department of
an organization is responsible. To work, efficiently and effectively the employees must be
motivated, as happy employees function better and have a potential to work and achieve the
goals of the organization. HRM department is responsible for motivating the employees to
make them interested in their respective jobs so that they do not develop a monotonous
feeling about the work they perform (Jesinoski et al., 2016). These motivated employees will
in turn benefit the organization by easy and successful achievement of organizational goals as
they are job satisfied.
It is essential for the employers before motivating the employees to find out about the needs
of the employees. In order to function properly, these needs need to fit with that of the
organization, which makes it easy for the employees to work being interested. HRM thus has
an ethical aspect, which is social responsibility, to find out and look after the varied needs of
the employees working in order to maximize the work they perform by keeping them happy
and satisfied. If HRM department of Squire’s Garden Centre follows all the processes then it
will become an employer of choice.
b) Advantages and disadvantages of the current recruitment and selection methods used
by the organization and compare it to other methods of recruitment and selection.
All organizations need new employees as they are rising and spreading day by day, for this
cause the companies conduct recruitment and section procedures to find out the best fit
(talented and skilled people) for the position they are recruiting (Brewster and Hegewisch,
2017). These procedures are different for different companies. Squire’s Garden Centre is
conducting a recruitment process for the post of Customer Services Assistant, required for
each garden.
The varied recruitment and selection procedures are briefly elaborated below: Website of the company: This is a recruitment and selection process in which the
details of the process to be conducted are uploaded in the official website of the
company. For knowing the details, the interested people have to go to the company
website in order to register themselves for the process (Kendall et al., 2018).
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Advantages:
 The website contains all details about the company so the people get to know about
the company by visiting the website.
 The process can be done from home (filling the forms, uploading documents and so
on.) so makes it convenient.
Disadvantages:
 Many people are unaware about the company, so cannot register even though they
have the required qualifications.
 Many unqualified people may apply for the job, which makes it quite difficult on the
part of the company (Fuchs, 2017). For example, maybe only 10 vacancies are there
and about a 1000 people are applying for the job.
 Social networks: This method uses the power of social media to conduct the process
of recruitment and section. Social media is very popular in the present times and
people of all age groups use social media (Roth et al., 2016).
Advantages:
 Very popular in the present times, so makes it easy for interested people to get to
know about the process to be conducted.
 It is a quick process and thus reduces the time needed for the employers in typical
processes of recruitment (usually a delayed process).
Disadvantages:
 Although social media recruitments has many advantages, but there is one major issue
which is the privacy issue. Some social media profiles are fake which is of great
concern.
 Various social media handles such as Twitter or Facebook provide less number of
characters for posting the job advertisement this leads to the minimizing of
information and all details are not available to the person interested to apply.
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 Press advertisement: In this processes the advertisements about the job openings are
published in the newspapers. This one of the oldest technique used in the recruitment
and selection process (Carter-Harris et al., 2016).
Advantages:
The local newspapers target a section of people who are familiar about the locality. People
may prefer jobs close to their homes, which is achieved by advertising in local papers.
This mode of adverting is quite cheap although it is popular.
Disadvantages:
 Now a day’s many people do not read newspapers daily, especially among the youth
newspapers are not very popular.
 Limited scope for the applicants, as ads cannot be posted in various countries or even
cities as it will be not practical and very expensive.
Squires Garden Centre uses “social networks” for its recruitment process for the post of
Customer Services Assistant. This method is the most convenient amongst all, as social
media is very popular among people belonging to various age groups around the world
(Knoll, 2016). Posting job openings on social media has many advantages; a few of them are
discussed above. Social media is more popular than newspapers or advertising through
websites. Newspaper ads have a life, and ones newspapers are read they may be discarded
however this is not the case of social media handles, any post can be found out with dates.
Squire’s Garden Centre uses a strategy, after posting a small advertisement in the social
media handles; they place the link of their website, which makes it easy for the interested
people.
After people register themselves for the process, their profiles/applications are shortlisted
based on certain criterion (based on qualification). These selected candidates are then called
for an interview. The company does not hold a process of written tests or group discussion,
which help to judge the communication skill which maybe a drawback of the process.
However, this is followed by a psychometric test, which helps to find out the traits of the
people and test how they react to various situations. This is the overall recruitment and
selection process currently carried on by Squires Garden Centre.
Conclusion
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The above assignment highlights on the purposes of HR functions and shows the importance
of it in an organization, which focuses on the training and development of the employees
along with maintaining good employee relations. In addition to this the assignment shows the
various recruitment and selection processes among which Squires Garden Centre uses “Social
networks” as the medium for advertising.
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Task 2
a) Create a job description and a person specification for a Customer Services
Assistant- a role, which each garden centre will have
Job description:
 Welcoming the guests or customers and ensuring smooth running of reception
processes
 Maintain cleanliness and tidiness of the reception and the entrance area which creates
a positive image of the company
 To answer to the enquiries properly
 To repost effectively to complaints and comments
 To process with the bookings
 To give building tours to special clients
 Assisting the people, which include guests as well as employees to leave the building
in case of emergency situation
Personal specification:
 The person needs to be friendly, positive in nature, cheerful and so on. Be a team player and even work being independent Able to face challenging work situations and handle them effectively Interested to learn new things Strong interpersonal skills Good communicator Basic knowledge of computers: Excel, word, emails.
b) Create an advert for the Customer Services Assistant role suitable for Squire’s
website
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Employee required for the post of Customer Services
Assistant
Salary offered: £ 7000 per annum
Workdays: Monday to Friday from 9:30 am to 5:30 pm
Job criterion: Education: 60 per cent marks in the 10th grade, 50 per cent marks in the 12th grade, 50
per cent marks in graduation. Experience: 1 year customer facing experience Knowledge: Basic knowledge on computers and internet and basic mathematical
skills
Job roles: Mange and welcome guests and customers Keep the reception and entrance area clean and arranged Answer to enquiries Take care of bookings Handling and replying to comments and complaints Keeping records of the customers Communicate effectively with enquirers Giving building tours to some clients Assist employees and guests to evacuate the building during emergencies
c) Recommend at least one other medium that may be appropriate for this vacancy and
justify your recommendation
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The adverts developed need to be circulated, so that people come to know about the job
vacancy and interested candidates find a way to register. The advertisement can be circulated
through various mediums such as newspapers, websites, social media or TV and radio
broadcasting. Squires Garden Centre finds social media to be the most suitable way to
circulate the advertisement for the vacancy of the position of Customer Service Assistant.
Social media has various handles such as Facebook, twitter, instagram and so on, which are
very popular among people of different age groups, especially among the youth. This makes
it clear that advertising through social media will make it most widely circulated and will
thus reach easily to people. The main motive of the company is to make the advertisement
very popular so that many people can find it and circulate it to other interested people, which
are achieved with the help of social media (Ashley and Tuten, 2015).
d) Provide a minimum of 4 questions which could be asked at the interview for the
Customer Service Assistant, which would help to improve the selection decision making
process.
 What is and how would you describe good customer service in your words?
 At the time of rush, suppose you are alone to handle all the customers as your partner
is absent, how will you effectively handle this situation to satisfy the customers as
well as benefit the company?
 How will you handle an irritated customer who is dissatisfied and complaining about
some service?
 Where do you see yourself in the next 5 years?
 At the time of emergency, how will you effective handle the situation effectively so
that the customers do not panic?
 Why did you choose to give an interview for Squire’s Garden Centre?
Task 3
Introduction:
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The report below discusses the offerings that the Squire’s Garden Centre is offering to its
employees and it shows the various types of opportunities that are offered to the employees
of the same organization. Lastly, the study shows how the employees are motivated and the
various types of rewards and benefits that are given to the employees based on their
performance.
a) Evaluation of the benefits of Squire’s offerings in apprenticeship to the organization
and potential apprentices
A program developed and proposed by the Squire’s Garden Centre, named “Horticultural
Apprenticeship”, which offered training and development to the employees of the
organization. This program proved to be advantageous for both the organization and that of
the employee.
Employee benefits:
The dedicated employees are more appreciated by the organization, if these employees have
interest in planting or gardening they are even more appreciated. Newer and better
opportunities are provided to them, which include shifting them to 15 other centre, which are
equipped with advanced equipments. This helps the employees to gain more experience and
knowledge. Squires Garden Centre has another scheme called “Grow Our Own”, where on
and off job trainings are provided (Squire's Garden Centres, 2018). These help the
organization to grow and increase its customer base by satisfying its customers.
Organizational Benefits:
The organization will be benefitted because it will be able to recruit talented and skilled
people who have a hobby of gardening and planting. The organization will in turn train the
employees to shape their personalities and traits. It will be quite advantageous for the
organization if the employees or the candidates are interested in gardening, plants and
flowers, which are the key elements of Squire’s Garden Center.
b) Different opportunities available for the employees
Squires Garden Centre provides a number of job roles to the employees, which include
Customer Service Assistant, Garden centre jobs, head office jobs, horticulture jobs,
Apprenticeships, restaurant jobs and management jobs (Squire's Garden Centres, 2018). The
employees selected for these positions are provided with many opportunities, which will keep
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them happy, satisfied and motivated towards their jobs. The employees are provided
situations to gain knowledge, which is beneficial for them. The values, thoughts and opinions
of all employees are respected so that they are able to work with dignity and respect. Squires
Garden has an environment where employees are friendly towards each other, they are known
for good service provided to their customers, the employees are offered job security and safe
work environments. This makes Squires Garden Center a perfect employer.
c) Review of rewards and benefits available to the staff to assess the effect of motivation
in employees
The employees need to be motivated in order to fetch the best out of them, so that they work
hard and focused. Some of the benefits are highlighted below (Squire's Garden Centres,
2018):
Payment of salaries: Squire’s make payments regularly on times, keep a track the salaries,
and compare it with other competitors. The annual pays are reviewed on regular basis.
Bonus offered: each employee is paid a bonus on yearly basis, which is not mentioned in the
contract of the job. This is same in the case of all employees, new as well as old.
Employee discount: employees are offered a discount of 25 percent after every three months
of work.
Pension facilities: after retirement Squire’s provide pensions to the employees which is not
paid by most of its competitors, this is an added benefit of working at Squires Garden Centre.
Paid holiday leaves: In the entire year, there is 5.6 weeks holiday pay, which includes 4
weekly leaves and 8 holidays. After two years of service this figure increases to 6.2 and after
a service period of 5 years this increases to 6.6 (Squire's Garden Centres, 2018).
Rewards for long service: the employees who work for a long time are rewarded for their
commitment and loyalty towards the company.
Attendance: employees having 100 per cent attendance are rewarded.
Bupa health cash plan: the employees join this cash plan which benefits them and provides
coverage for treatments and various services which include optical, reflexology, acupuncture
and dental issues.
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Childcare voucher and related facilities: the employees of Squires Garden Centre are
provided with facilities like child vouchers, which give them release from NI and taxes.
Free parking: the vehicles of the employees can be parked for free in the person parking sites
of the company.
Celebrations done: many festivals like Christmas are celebrated at the company with the
colleagues. Even the company sends gifts and flowers to employees who have their birthdays
and those who are retired.
Made a difference scheme (M.A.D): The employees who perform extraordinary tasks and
make a difference in the company business are rewarded (Squire's Garden Centres, 2018).
Conclusion:
This assignment highlights the advantages of Squires Garden Center offerings in
apprenticeship to the organization and potential apprentices. It also emphasizes on the
opportunities, rewards and benefits that are provided to the employees who for the
organization.
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Task 4
a) An explanation of what is meant by employee engagement and its importance to
employee relations
Employee engagement
Employee engagement is considered to be a workplace approach that results in appropriate
conditions for all employees of an organization in order to give the best ensuring they are
committed to organization’s value and goal (Saks and Gruman, 2014). The purpose behind
employee engagement is to motivate them to contribute their efforts for organization’s
success. This is based on integrity, trust, communication and two way commitments.
Employee engagement approach improves the chances of organizational success and
contributes to individual as well as organization’s productivity and performance.
Importance to employee relations
Employee relation is referred as company’s effort to maintain healthy relationship between
employees and employer. Employee engagement plays an essential role in enhancing
employee relations. Employees will be involved in the work through more employee
engagement. They will share each share each other’s skills, opinion and ideas. Employees
will be more collaborative through employee engagement that will help in enhancing
employee relations. Employee engagement resulted in greater productivity for which
employees fell that they are connected with business activities (Saks and Gruman, 2014).
Engaged employees are considered to be more satisfied and positive. They are better
communicator with their co workers, leaders and supervisors. A healthy relationship is
created among employee through employee engagement. Employees try to adjust with each
other through employee engagement, which is the foundation of employee relation.
b) Recommend ways of engaging workers more effectively within Squires
Employee Recognition: Squires needs to motivate employees through new bonus schemes,
compensation, medical benefits and others. This will encourage them to remain loyal and
committed to their work. Employee satisfaction level also increases through employee
recognition, which recognizes enhancement employee engagement (Mishra et al., 2014).
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Feedback: This is considered to be the best way to engage employees in the workplace.
Managers of Squires will able to know the work related requirements and issue through
collecting feedback. The company should focus on both positive and negative feedback for
effective employee engagement.
Teamwork: Employees working in a team are more focused towards their work and they
have a strong attachment with their co-workers, which could lead to better employee
engagement. Employees can share their innovative ideas through effective teamwork. A
friendly and collaborative environment is created through teamwork. This inspires employees
to engage more in their work (Galegher et al., 2014).
Shared culture: Squires should promote collaboration among employees to engage them in
the workplace. Employees will feel valued through shared culture. The organization need to
motivate their staffs to participate in various events and share each other’s tradition and
culture.
Empower workers: Employee engagement can be improved through encouraging
employees to take new work challenges and responsibilities. Employee innovation and
creativity should be given priority (Galletta et al., 2016). Employees can be empowered
through conducting new training and development programs for them.
Role Ambiguity: Employees roles and responsibilities should be clearly communicated to
them. Squires have to set a transparent goal before assigning employees in their work. They
will not feel any work burden if their role is decided before commencement of a project
work. Employees should be provided with suitable information related to a project in case
requirements, which will help them to find better way to engage in the work place without
any confusion (Hewitt, 2012).
c) An explanation as to how UK employment legislation influences human resource
decision making
UK employment legislation helps to regulate the relationship between employees and the
business.
The Equality Act 2010 states that employees should be protected in the workplace from
discrimination in terms of age, gender, race, religion, disability and others. The sole purpose
of this law is to strengthen the law on equality and harmonise discrimination law. Human
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resource department is responsible for maintaining an equality standard in the workplace that
will protect employees against their inequality features (Legislation.gov.uk, 2018).
The Health and safety at Work Act 1974 states that an organization need to protect the
welfare, safety and health of any employee at work. Workers should adhere to all work place
safety measures. Medical advisory services of employees are part of this act. Human resource
department is account for maintaining a health and safety standard and advise everyone to
follow those safety rules (Hse.gov.uk, 2018).
Data Protection Act 1998 is designed by UK parliament in order to protect personal data
stored in computers or any paper filing system. Human resource department is responsible for
processing, movements and protect of important information of organization as per the
provision of this act. This department can claim against a person found on stealing any
organizational data (Legislation.gov.uk, 2018).
Employment Right Act 1996 states the rights and duties of both employee and employer.
Employees are given right in situations like parental leave, redundancy, dismissal and others.
UK Government has stretched the right of a worker to request for flexible working hour.
Human resource department has approves paternity and maternity leaves as requested by
employees as per this law. HR department is account for setting a flexible working hour for
each employee (Legislation.gov.uk, 2018).
The National Minimum Wage Act, 2018 states that employees are being paid a minimum
wage of amount $719.20 per week. They can claim against the organization for getting less
than standard wages. Human resource department is responsible for setting fair wage and
salary structure employees working in various departments (GOV.UK, 2018).
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Conclusion
As per the study it is concluded that HR functions of Squire’s Garden centre is operating
smoothly and providing appropriate facilities to employees. Its current selection and
recruitment methods are in favour of applicants as fair practices are adopted by the company.
Social media is considered to be the best way for posting job vacancies as it is capable of
approaching many candidates at a time. Squire’s apprenticeship scheme is effective for itself
as well as for potential apprentices. Employees are getting many developmental opportunities
that can help them to revitalize their career. The company needs to adopt several approaches
to improve employee engagement, which will increase overall performance.
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