BTEC HRM: Customer Service Manager Job Advertisement Analysis

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Added on  2023/01/19

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This report analyzes a job advertisement for a Customer Service Manager at Tesco, detailing responsibilities such as customer service, handling complaints, and communication methods. It includes salary information, working hours, and a job analysis outlining required skills and qualifications. The report further explores the selection process, encompassing preliminary interviews, application screening, employee tests, and reference checks. It provides a list of interview questions related to employment legislation and company policies, along with an examination of the impact of technology on recruitment and selection, including improved recruiter productivity, global reach, enhanced communication, automation, and 24/7 availability. The report is based on Human Resource Management principles and practices.
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A job advertisement
for a customer service
manager at Tesco
It is the responsibility of customer service manager to satisfy the need
of the customer, with an aim to provide the best in class service
throughout the organization the individual work for.
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Job advertisement
Responsibilities Provide help to customer for understanding product
and services of the organization.
Issuing refunds and compensation to the customers
Communicate courteously to customers through
telephone, face to face, email etc.
Investigate and helps in solving customers problems
(Mondy and Martocchio, 2016).
Salary Salary for trainee would fall between Euro 10,000 to
15,000.
Salaries for experienced customer service manager
will fall between Euro 20,000 to 30,000
Working hours The working hours would be from 9 am to 5 pm,
including weekends.
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A job analysation from which
job description and person
specification
The job analysation and person description of the job for customer
service manager is the manager must be capable of satisfying the
needs of the customer. It is the role of the manager to provide the
superb customer service by appropriately leading and motivating the
customer service team. More over the manager must deploy loyalty
programs as well as must satisfy the customer goals.
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The selection process of Customer Service
Manager
Preliminary interview
Receiving applications
Screen Applications
Employee tests
Employment interviews
Checking references
Medical Examinations
Final selection and appointment letter
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List of interview questions
regarding employment
legislation and company policies
What you will do when a customer gets angry?
How will you tackle an abusive customer?
Explain any five right to the customer?
Elaborate at lest ten general responsibilities of Customer service
manager?
What are the rights associated with the the employee under your
post?
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The impact of technology in the process of recruiting
and selection are
Improves recruiter productivity
The advancement in the technology has facilitated the recruiter in increasing their productivity . Using online recruiting software the
recruiters can easily find the way to recruit the most appropriate candidate (Cascio, 2015).
Global reach to find the potential candidate
Due to the availability of internet as well as various technology the recruiters got the scope of advertising the vacancy of job on the
international platform.
Improves communication times and efficiency
Technology has give the scope to interview a candidate by sitting overseas. The internt has facilitated in gaining the knowledge of about
the candidate through its qualification described on the digital platform.
Provides automation to the recruiting process
The internet and technology has provided automation in several folds in the process of recruiting. There are some softwares that serve
as the fantastic tool to communicate.
With the candidate such as response emails etc. thus, such recruitment Softwares has improved the channel of communication as well
as it kept the candidates in loop.
Available 24/7 and out of work hours
Traditional recruitment process occurs only during the work hours but due to the availability of technology, the recruitment process can
occur throughout the day as well as throughout the week as due to the availability of internet. There are some software also available
through which the candidate could apply to the companies profile.
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